Customer Service Quality Assurance

SANDY FAMBROUGH

770-***-**** *****.*********@*****.***

CORE COMPETENCIES

Leadership - Human Services - Recruiting - Coaching & Development - Employee Relations - Performance Management - Public Speaking - Social Services - Program Management - Administration- Volunteer Coordinator - Public Health - Customer Service - Community Service - Training SKILLS AND ACCOMPLISHMENTS

Recruiting, interviewing, hiring, onboarding, training, managing, and developing employees and volunteers. Demonstrate cultural competency appropriate to diverse communities.

Trained supervisors and managers on developing and refining their leadership skills.

Supervised, planned and evaluated social services programs.

Organized quarterly workshops promoting quality assurance to increase revenue.

Demonstrated leadership and organizational skills. Exceptional motivational, interpersonal and customer service skills.

Over six years Ministry Leadership experience in leading a small group and community transformation outreach teams.

Coordinated non-profit organization projects and community outreach events.

Strong verbal and written communication skills, with the ability to record accurate data and prepare reports.

Maintained working knowledge of all systems used to support various activity groups including PeopleSoft, Word, Excel, PowerPoint, Office/Outlook, Chat, etc. EDUCATION AND CERTIFICATION

Bachelor of Science in Counseling and Human Services Point University (formerly Atlanta Christian College) Darkness to Light Authorized Facilitator

Darkness to Light

Life Coach Certification

The Center for Healing Arts and Academy

PROFESSIONAL EXPERIENCE

Adolescent Health & Youth Development (AHYD) Program Manager GNR Public Health, Lawrenceville, GA February 2025 – Present

Work with school officials, community organizations, healthcare providers, teachers and government agencies to build partnerships that support youth development programs. Facilitate stakeholder meetings and collaborate on joint initiatives. Ensure that staff are implementing programs according to established guidelines and best practices. Monitor program delivery and outcomes to ensure alignment with organizational goals. Support adolescents in their academic and social development.

Actively recruited students to volunteer in the Adolescent Health & Youth Development (AHYD) Program.

Communicated clearly and concisely with program participants, counselors, teachers, students, community groups, the general public, and fellow staff through both speaking and writing. Coordinated health fairs and campaigns.

SANDY FAMBROUGH 770-***-**** *****.*********@*****.*** 2 P a g e

Case Investigator

Georgia Department of Public Health, Atlanta, GA January 2021 – February 2025

• Remote position. Call and conducted interviews with patients that tested positive for covid-19.

• Identified close contacts of cases and recorded in digital system while maintaining confidentiality via email, text and chat interactive conversations.

• Coordinated multiple resources for patient services. Quality Assurance Supervisor

Care4All Children Services, Lawrenceville, GA February 2016 – June 2022 Manage and monitor work involving the coordination of all quality assurance efforts for the therapeutic foster care program administered by the organization.

Coordinated, scheduled, setup and conducted trainings, team meetings and activities.

Facilitated weekly leadership meetings. Conducted internal investigations.

Evaluates the provision and quality of recommended services to assure compliance with program requirements and policies

Conducted quality assurance audits and reviews to ensure agency compliance with state and federal regulations.

Trained staff, case managers and foster families on agency, governmental policies and procedures. Planned and executed community projects.

Developed and implemented an employee recognition program.

Created and maintained records and reports in accordance with program guidelines.

Fostered relationships with community groups and organizations to help support the vision and mission of the agency.

Customer Service Manager October 2004 – June 2014

Office Depot Sales Support Center, Norcross, GA

Managed, coached and mentored a team of high performing customer service and sales representatives in a call center setting.

Investigated and resolved inter-departmental matters to increase customer retention

Monitored performance activities to ensure staff had the proper tools and resources to do their jobs effectively. Provided performance counseling and coaching.

Completed schedules to ensure adequate staffing.

Analyze staff performance. Provided feedback to supervisors and managers regarding service quality initiatives, adherence to procedures. Developed policies, training documents and tools.

Partnered with Human Resources to communicate policies and regulations.

Processed performance appraisals, internal transfers, payroll, and terminations. VOLUNTEER EXPERIENCE

Haven at Hebron November 2024-Present

Level 2 Volunteer, support single young (21 and under) pregnant women who are homeless. Teach life skills and lead bible study.

Adventure in Missions November 2022-Present

Authorized Facilitator, deliver Beauty for Ashes curriculum to impact women in their communities seeking hope and healing.

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