Customer Service Quality Assurance

TRINA GOLSON

**** ********** **. *** *******, Fl. 33026 954-***-**** ******@*****.***

OBJECTIVE

Creative and resourceful community service professional talented at quickly mastering new skills and processing new information. Diplomatic and gracious with a desire to deliver exceptional customer service. with exceptional training, administrative and decision making skills. Strong work ethic, great leadership qualities professional demeanor and great initiative.

SKILLS & ABILITIES

Specialized skills in customer services in inbound and outbound call centers in the travel, banking and medical fields. Administration skills and supervision and management of employees of six-ten. Training employees and evaluating their ability to use skills and training modules presented.

Investigation skills, face to face interviews, preparation of chronological notes, testifying in court and working with paraprofessional and professional agencies in law enforcement.

EXPERIENCE

-Jan 16-Dec 16

Miami Dade Elections Department, Trainer/ Administrative Assistant

Designed training modules that implemented strategic business practices and organizational training concepts. Presented training information via role playing, simulations and team exercises. Led training programs designed to implement new department performance management standards. Delivered training material to a diverse audience of both blue and white-collar professionals. Led trainings for up to 200 employees on a weekly basis.

Feb 15- Dec 15

Convey Health Solutions, Member Service Enrollment Specialist

Providing customer service via email, chat, inbound and outbound automated systems. Assist customers with resolutions of health issues. Complaints, billing services and claims. Assist in training new employees and assisting with quality assurance.

Jun06-July15

Broward Sheriff Office, Child Protective Investigation Specialist

Testified under oath in administrative hearings and criminal court cases. Interviewed subjects, targets and witnesses for information verification and corroboration. Maintained organized records of all information and material pertinent to open investigations. Maintained a detailed case log of all cases assigned to monitor progress and completion. Collaborated with legal staff, the Attorney General’s office and other law enforcement agencies. Assisted in the development of internal and external training presentations. Developed case plans and conducted comprehensive investigation tactics to obtain necessary evidence. Trained junior investigators on investigative techniques and results-driven intelligence operations.

EDUCATION

B.S. Psychology, Liberty University

ADMINSTRATION

Coordinated and directed project meetings. Created professional business presentations. Executed quality assurance programs. Forecasted needs and adjusted future, plans. Ensured that team member responsibilities were defined and understood. Develop systems to reduce lose and increase accuracy and reporting timeframes. Coordinate and Supervise quality assurance tasks.

LEADERSHIP

Managed teams of 5-10 professionals. Spearheaded cross-functional initiative to achieve new field training procedures and evaluation. Served as mentor to junior team members. Team building skills, the ability to learn and implement new procedures and protocols.

Designed training modules that implemented strategic practices and training concepts which improve accuracy in recovery and reporting. Planned and led training programs. Presented training information via role playing, simulations and team exercises.

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