Customer Service Manager
Resume:
Resume of Trina M. Orr
Stockton, IL 61085
*********@*****.***
Internal Compliance Auditor, Training, and Quality Management
EXPERIENCE
**/**** - ******* Design Mill Inc., Elizabeth,
IL
Government Contractor for the Department of Defense Internal Auditor
. Strong knowledge of Federal Acquisition Regulations, Cost Accounting
Standards, and Generally Acceptable Accounting Principles
. Research and development of policies and procedures required for
Defense Contract Auditing Agency compliance; including processes and
also Human Resources topics
. Create, develop, and deliver all training needed in regards to topics
uncovered during internal audits
. Develop, plan, and execute audit assignments in of all process areas
within the company; including, but not limited to timecards, invoices,
assigned labor categories, Finance processes and workflows, code of
conduct, and ethics.
. Develop, deliver, and maintain entire Internal Audit department in
regards to forms, tracking, feedback, and management team
recommendations
. Serve as internal point of contact/liaison to provide information,
responses, and support for ongoing audits
. Review internal control systems for adequacy, compliance, and
participate in ongoing reviews of the compliance program and ensure
corrective actions identified by audits are corrected in a timely and
accurate manner
. Maintains and presents documented information to management team and
other employees to ensure organizational compliance with internal
procedures
. Created lesson plan training seminars based on trending analyst of
errors through internal audits
01/2001 - 09/2006 MetLife Auto & Home Insurance, Freeport,
IL
Research & Solutions/Agency Services
. Assisted Independent Agency Document Retention team by performing
audits for required compliance forms
. Created Reference Library in regards to assisting the Agency Services
team
. Chosen by management to develop the workings of a new Audit department
with minimal guidance or direction
. Created company wide Servicing Process Guide and facilitated training
. Quality checking performed accessing errors and suggesting corrective
measures through examples, training and/or all tools available to
review in a learning environment
. Significantly increased quality percentages within MetLife Services
department with great accomplishment and recognition for the newly
created Audit department
. Tracked department performance metrics, compiling overview
spreadsheets for statistical reporting to upper management
. Assisted Business Analyst Operation Management teams by completing
multiple Corporate Process Audits with proper follow-up
06/2005 - 11/2005 CUNA Mutual Group, Madison,
WI
Training & Quality Manager
. Responsible for conducting Quality Audits for phone monitoring.
Assessing and coaching surrounding Customer Service needs,
improvements, and also recognition for areas of excellence
. Created tracking worksheets to monitor trends for analyzing,
improvements, and areas of training opportunities
. Created and compiled training material per trending analyst and
feedback per team members
. Developed lesson plans for Customer Service training courses. This
included new hire training and also seasoned refresher training
. Provided input and developmental ideas for company wide roll out of
Quality Experience Monitoring to Corporate team
. Assisted Call Center manager with daily management of 30+ associates.
Sole contact Manager during absence of Call Center manager
. Performed Quality Monitoring of Claim Examiners adjudication process.
Also, designed and developed tracking/trending worksheets for delivery
to appropriate supervisors
. Designed and developed training material for Customer Service quick
training in regards to information from "Telephone Doctors" programs
. Assisted management in compiling internal processing statistics in
regards to company restructure
PROFESSIONAL DEVELOPMENT/CERTIFICATIONS
White Belt Six Sigma certified
Understanding Government Audits and How to Resolve Audit Issues -
Certificate Course
Department of Defense Navy CAC Card access
Government Secret Security Clearance access
Diversity & Ethics in the Work Place
Communicating for Results
Claims Adjudication
Communicating to Increase Understanding
EDUCATION
05/1995 Stockton High School, Stockton, IL
Diploma received
Present Ashford University
Working towards Bachelor's degree in Organizational Management
Current grade point average: 3.75
Present Six Sigma Certification
Working towards Black Belt
Contact this candidate