Jocelyn L. Torain

***** ****** *****

Upper Marlboro, MD 20774

202-***-****

ac07cq@r.postjobfree.com

Objective:

To obtain a position with professional growth potential in the Customer Service/ marketing arena

Profile:

Highly gifted training specialist professional with an extensive background in developing, conducting and supervising training programs for employees using blended learning concepts, including stand-up, one-on-one and online training.

Core Competencies

• Ability to develop training goals and objectives • Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community • Exceptional skills in preparing instructional aides and plans • Enviable organizing and coordinating skills • Excellent ability to design, develop, implement, and evaluate training plans, curricula, and methodology.

Professional Experience

GDIT 1601 McCormick Drive, MD 20774 June 2016 - Present

Student Service Center Representative

University of Maryland University College

Provide Front-line Customer Service to prospective students, current students and students returning to UMUC.

Assist students with basic needs pertaining to their educational goals.

Verify students as they call in to protect their personal information

Research issues that student’s encounter

Process payments from students regarding their tuition

Have a working knowledge of various systems including Salesforce, Peoplesoft, Touchnet bill pay, document management systems, State Central Collections Unit (SCCU)

Escalate cases to tier 2 departments on student’s behalf to get their questions or concerns resolved in a timely manner

Perform other duties as assigned

Currently being trained in Financial Aid (12/6/16)

Prince George’s County Animal Management Division November 2008- June 2016

Upper Marlboro, MD 20772

Emergency Customer Service

Answer all incoming calls from public.

Assist callers as needed by either entering activity into the Chameleon System for an Officer to respond, or refer them to an agency that can help if Animal Management cannot help.

Ensure when taking calls that all information is entered into Chameleon System completely and correctly.

Research tag information for citizens holding strays and attempting to get the dog back to the owner.

File all facts sheets in numerical order daily

Have a working knowledge of the County’s Animal Control Ordinance and advise citizens when needed.

Have a working knowledge of various agencies and refer citizens requiring their services.

Relieve County Dispatchers for their authorized breaks

Perform other duties as assigned

TRG-ISKY Customer Solutions, Laurel, MD July 2008-October 2008

Customer Service/Technical Support

Handled a high volume of incoming calls from families that have students enrolled in a Virtual Academy that provides curriculum on-line for home school students attending grades K-12

Assist parents with a variety of questions, concerns, and tracking information regarding materials and computer equipment that is provided by the virtual academy that the students attend

Provide support to families that need additional assistance in the virtual academy’s enrollment process

Answered various questions that the students and or parents have about the curriculum that is provided

Provided tier 1 technical support to families that were having issues with hardware and the on-line school

Consults with HP technical support if issue could not be rectified through basic trouble-shooting methods and procedures to determine the eligibility of hardware replacement while staying in compliance with warranty agreements

Access Worldwide TelAc, Hyattsville, MD November 2005-September 2007

Training Specialist (AT&T)/Bell South Campaign

Implement and conducts initial and outgoing training programs for new employees

Consults with and advises Director of Training regarding training needs, and assists in planning and developing training needs

Develops training methods, materials, techniques and programs for use by the company; develops and updates training manuals for use in each session

Prepares and submits data reports regarding training programs

Prepares training materials, manuals and participant packets for training classes

Provide floor support following graduation of training class

Conduct performance enhancement training

Operates audio-visual equipment and materials during sessions

Performs duties not listed, to be determined and assigned as needed

NOVO 1, Laurel, MD August 2004-November 2005

Communications Specialist- Bell South Campaign

Provided customer service and account management for business to business clientele

Provide quality of service and general benefit information to enhance customer base

Generated new business and increased sales 100%

Trained and coached new employees

Implemented new ideas for business development and growth

Sold Telcom services and products

Technical Skills: Microsoft Office, Tier 1 technical support, Internet, printers, fax machines and scanners

Education/Training:

GDIT: Financial Aid Training for UMUC December 2016

GDIT: Student Services Training for UMUC June 2016

Prince Georges Community College,

Health Information Management Current Student

Certificate: Certified Trainer for Bell South 2006

Prince Georges Community College, Forensic Science 2002-2003

High School Diploma 2002

Contact this candidate