JODI M. BURGESS

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

Columbus OH 43235

614-***-****

ad3llu@r.postjobfree.com

OBJECTIVE

Seeking a career position that will utilize my skills, experience, provide challenges & opportunities for growth!

EDUCATION —

EXPERIENCE

DeVry University, B.S. in Network & Communications Mgmt. graduated Cum Laude October 2009

12/08 to 8/23

QA Specialist • Ohio Attorney General’s Office- Bureau of Criminal Identification & Investigation, London, OH.

Enforced BCI/FBI Guidelines, State & Federal laws when working with Webcheck agencies on Regulatory compliance matters regarding Ohio Revised Code (monitoring/auditing/training/educating). My agencies have had an 80% compliance rate increase while ensuring the continuation and enhancement of services. I resolved issues for these agencies and acted as a liaison.

I represented BCI in conducting all Audits for FBI channeling agencies--analyzed and assessed their process, procedures and compliance under the Criminal Justice Information Services (CJIS) Security Policy including Network diagram, secure interconnectivity of agency network to criminal justice information; Assessed compliance with security requirements for IT systems configuration and helped to develop and maintain program supporting operation, planning, management and analysis in decision making for this IT related function; analyzed IT program/equipment to ensure capability to meet needs of office.

Assisted in writing QA policies and procedures that are currently in place.

Provided stellar customer service and maintained target dates/schedules so that all matters for both Webcheck agencies and Law Enforcement were reviewed, researched, submitted and tracked.

09/08-12/08

Complaint Unit Manager • Ohio Attorney General’s Office-Consumer Protection Section, Columbus, OH.

Performed all duties listed below in Quality Control/Lead Specialist position. Supervised staff of 15 people that included approval/denial of time/leave and work performance.

Provided guidance to specialists on complaints and mediation, critiqued work and provided coaching/development of staff.

Tracked/monitored and provided Monthly Reports on mediation progress. Was successful by increasing monies recovered and decreasing error rates.

02/00-09/08

Quality Control Specialist/Lead Specialist/Consumer Complaint Specialist • Ohio Attorney General’s Office-Consumer Protection Section, Columbus, OH.

Mediated consumer complaints & monitored the Specialists’ caseloads including preparing specialized/monthly reports, performing QA checks on their work, as well as for Public Information Assistants.

Resolved disputes with suppliers.

Implemented QA policies/procedures, prepared organizational charts, QA documentation, correspondence and provided customer service to consumers informing them of their rights.

Researched and recognized trends/performed investigative research.

Handled Do Not Call issues/unpaid judgments.

In my role as the Telephone Solicitation Sales Act Registration Administrator, I approved/denied TSSA applications and maintained database.

Provided public speaking on consumer awareness issues, as well as set up/tear down of computer equipment used at remote events.

Maintained caseload/statistics. Helped train specialists on software programs, troubleshooting computer problems.

All duties listed above were done in accordance with the 3 job titles listed.

12/95-02/00

Legal Secretary/Acting Admin Secretary -Ohio Attorney General’s Office-Consumer Protection Section & Capital Crimes Section, Columbus, OH.

Maintained mail log, typing, filing, answering phones, payroll, drafts/edits/revisions to legal documents, sustained filing system; scheduled meetings/conferences/travel, handled confidential information & client communication.

KEY SKILLS —

Equipment & Software

Customer Service

Public Speaking

Time Management

Team Player

Dependable

Fast learner

Communication skills

Problem solving

Computer skills

MS-Office software including Word, Outlook, Excel, Access, Powerpoint & Visio

Windows v.7-10

Lexis Nexis and Accurint

SharePoint

Adobe Acrobat/Reader

Foxit

Various printers/copiers/fax

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