Dianne Coleman
Jonesboro
Summary
Dynamic professional with extensive experience at State of Georgia Department of Human Services, Division of Family and Children Services, excelling in training and policy compliance. Proven track record in managing call center operations and conducting data analysis. Exceptional interpersonal and communication skills, fostering effective team collaboration and enhancing employee performance. Committed to upholding organizational standards and improving operational efficiency.
Overview
19
19
years of professional experience
Work History
Economic Support Specialist
DFCS Customer Contact Center
01.2010 - Current
- Conducted in-depth telephone interviews determining continuing eligibility for families receiving Tanf, Medicaid, and Food Stamps
- Maintained work logs and completed monthly reports in an accurate manner
- Knowledgeable of Georgia state laws, policies, and procedures, use of SUCCESS system
- Adhered to State of Georgia policies concerning client’s confidential information
Training Project Administrator
Georgia State University
Atlanta
01.2007 - 01.2010
- Design and conduct training classes on Food Stamps, Medicaid, Screening and Registration
- Coordinate and conduct departmental training classes for 50 or more employees
- Confer and manage training needs of DFCS
- Select, manage, and develop teaching aides effective to the needs of each class
- Presented presentations on new policies and procedures
Training Supervisor
DFCS Call Center
Atlanta
01.2006 - 01.2007
- Complete accurate reviews on 100% of all changes completed by staff of 25 or more
- Supervise and conduct training on policies and procedures of the corporation
- Utilize TASKE for call monitoring, creating, and updating reports
- Provide recommendations for newly trained staff for completion and entrance into full time unit staff
Education
B.S. - Health Education
Georgia College
Skills
- Management
- Data analysis
- Policy compliance
- Human Relations
- Call Center Operations
- Organizational Skills
- Professional Skills
- Interpersonal Skills
- Communication Skills
- Work Ethic
Accomplishments
Peer Award 2024
Timeline
Economic Support Specialist
DFCS Customer Contact Center
01.2010 - Current
Training Project Administrator
Georgia State University
01.2007 - 01.2010
Training Supervisor
DFCS Call Center
01.2006 - 01.2007
B.S. - Health Education
Georgia College
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