Customer Service High School

Gloria Trott

Prattville, AL *****

**********@***.***

***/***-****

Experience Security clearance October 2009 from DHS Federal Protective Service.

Software: Windows 3x/9x/NT/2000/XP, Microsoft Office 97/2000/XP Pro, Excel, HP pc’s, adhoc reports preparation Outlook, Outlook Express

Hardware: Tapes Backup, Systems migration/integration

Professional Development – Expanded background knowledge in Windows, Mozilla, Firefox,ticket completions, and email implementations.

June 2009-May 2010 Problem Identification/Analysis-Ticket resolutions, Troubleshooting

Call Center Agent for GSA for several federal government internet web sites. Answer questions about services provided on each site, provide assistance in logons, entering information for registering on each site to diverse group of end users

Key Contributions & Accomplishments:

Customer Support & Satisfaction – Achieved high level of customer satisfaction through patient, methodical approach to problem resolution, with majority of calls resolved within company’s 10-minute requirement. Turned around tense situations with irate customers into positive outcomes.

August 2008-December 2008

Call Center Representative for US Department of Veteran’s Affairs-Outbound Calls to Iraq and Afghanistan Veterans, advising of changes in benefits

Customer Support & Satisfaction Exceeded required number of calls per day by 50% _________________________________________________________________

Special Projects Coordinator-Policy Unit, CS Enforcement Division

Twenty-two years supervisory experience

Child Support Experience March 2006-2008

SDHR, Montgomery

Special Projects Coordinator 1998-2006

Central Registry/State Parent Locator Supervisor-CSE

Consult/confer with policy, legal, field staff, Federal OCSE, CSE Assistant Director, CSE Director, and other program managers regarding agreements, contracts, UIFSA cases, international issues, collections and distribution matters; field questions/issues involving the CS Program that come from intrastate and interstate workers, etc. Participate/contact person in development/implementation of agreements on behalf of CSE

Meet/confer with centralized collections unit, AOC, others regarding case number resolutions, IV-D and Non IV-D payments, adjustments, unidentified payments work with SDU, Child Support Accounting, and Customer Service concerning payments, workers re: returned payments, etc.

Act as State liaison for implementation, operation, and updates of State/Federal Case Registry, Child Support Enforcement Network, Intergovernmental Referral Guide, Electronic Funds Transfer, employer assistance, continuing exclusive jurisdiction, service of process issues, court orders, interstate caseload reconciliation, etc.

Meet with ALECS, technical personnel, and other related groups for development of FIDM, State/Federal Case Registry, CSENeT, Intergovernmental Referral Guide, Manage day-to-day operations of interstate Electronic Funds Transfers, etc Child Support and Location Programs at state level, resolving problem cases. Also supervise Jobs, Easter Seals personnel, business college students, volunteers

Participate in monthly teleconference calls re: FIDM, EPLN/FPLS, EFT, ICR, CSENeT, international caseload processing, tax offset, Electronic Parent Locator interface with other Federal Agencies(Department of Corrections, FBI, Department of Defense, SSA, IRS) etc.

Compose and submit instructional memorandums for agency director/dissemination to AL child support units

Collaborate with Federal Regional Office, other states, and countries on child support cases, issues, and AL interstate programs/child support payments, etc.

Maintain and update yearly Tax Information Security Agreement

Attend conferences: Department of Justice on Child Support Recovery Act, Region IV updates, Region IV interstate issues

Present child support updates, workshops at state CS conferences

Attend technical college business council advisory meetings, jobs recruitment

Enter food stamps applications for Food Assistance, Hurricanes Ivan and Katrina

Autauga County DHR Prattville AL 1986-1998

Financial Support Experience Financial Support Supervisor

Supervise day to day operations of TANF/Food Stamps and Child Support caseload for Autauga County

County won state awards for program performance-child support, and food stamps

Serve as supervisor of all program areas in director’s absence

On-call after hours supervisor for adult and children’s abuse/neglect cases

Participate in yearly renewal of District Attorney/County DHR contract

Serve on Safe Case Closure Committee, Family and Children’s Services

Secondary Education Experience 1972-1974 Autaugaville High School Autaugaville AL

Secondary Education Teacher

Language, Literature Teacher in Autauga County School System

Education Troy State University Troy AL

B. S. Degree, Social Science Major, Speech Minor -Dean’s List

Secondary Education Degree

Management and Supervision Certified-AUM

Master’s Thesis: Vietnam War

Accomplishments: Placed in the top 10% on The National Teacher’s Exam in English-grammar and usage

High School Valedictorian,

Yearbook Editor, scholastic awards

Strengths Verbal and mathematical skills, creativity and brainstorming

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