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