Customer Service Attorney General
Resume:
JODI M. BURGESS
Columbus OH 43235
********@**.***
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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