Aneshia Fleming
Lauderhill,USA
Summary
Compassionate Child Protective Investigator known for high productivity and efficiency in task completion. Skilled in conducting thorough investigations, crisis intervention, and case management with a focus on child welfare. Possesses strong problem-solving, communication, and empathy skills vital for navigating sensitive situations and ensuring child safety. Excel at collaborating with multidisciplinary teams to secure the best outcomes for children and families.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Child Protective Investigator
Florida Department of Child and Family Services
Fort Lauderdale, Florida
11.2024 - Current
- Conducted thorough investigations into child welfare allegations and reports.
- Assessed family environments to identify safety and risk factors, ensuring informed decision-making for child welfare.
- Conducted in-depth interviews with children, guardians, doctors, nurses and law enforcement to gain insight into individual cases.
- Developed safety plans to ensure the well-being of at-risk children.
- Prepared comprehensive documentation and reports to facilitate effective case management and support for families.
- Collaborated with community agencies to coordinate services for families in need.
- Collaborated with other agencies such as law enforcement, mental health providers, schools, and social services.
- Ensured compliance with state regulations regarding child abuse investigations.
- Presented case details during court proceedings to support legal processes and advocate for children's welfare.
- Provided testimony at hearings related to child protective investigations.
Customer Retention
AT&T
Fort Lauderdale, Florida
01.2019 - 11.2024
- Engaged customers through discovery process to assess service effectiveness and identify pain points not meeting current and future needs.
- Positioned and resold new solutions to align with customers' current and future needs.
- Retained voluntary disconnects by addressing customer concerns and enhancing service satisfaction.
- Handle customer escalations to resolve and retain customer relationships.
- Promote advanced technology and services that enhance the customer experience. More speed.
Operations Manager
INKTEL
01.2018 - 12.2019
- Lead a team of 15-20 direct reports; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
- Oversaw day-to-day operations of assigned program, ensuring achievement of service level, quality, and staffing goals.
- Developed and audited quality assurance strategies to ensure consistent delivery of world-class service.
- Drive a culture of continuous improvements, new approaches, and personal excellence.
- Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customer.
- Provided feedback to direct reports on their performance and recommended updates to enhance their skills.
- Collaborated with functional areas, including quality assurance, training, and recruiting, to share ideas and leverage best practices.
Account Manager
CONVERGYS
01.2016 - 12.2018
- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.
- Handled escalated customer calls by applying subject matter expertise.
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
- Identified performance issues, developed action plans for improvement, and implemented corrective actions, including termination when necessary.
- Communicated expectations to employees and provided regular updates to ensure alignment.
- Conducted team meetings to facilitate efficient communication of relevant information and encourage team input.
- Organized team-building events to foster a positive work environment.
- Stay current on internal work processes, policies and procedures. Attend required manager development training.
- Promote the Convergys values through both behavior and attitude, including being an advocate for team members.
Team Manager
ALORICA
01.2011 - 12.2016
- Led team to achieve sales and customer retention goals.
- Drove performance by evaluating team and providing feedback to Operations Manager.
- Developed and mentored staff through training and coaching.
- Provide agent support by taking over calls and diffusing irate customers.
- Traveled to client locations to strengthen business relationships.
- Participate in client calibrations.
- Generated monthly and annual sales reports for Fortune 500 companies, including Directv and AT&T.
- Maintaining employee files and documents.
Education
Bachelor of Arts - Human Services
University of Phoenix
Tempe, AZ05-2021
High School Diploma -
BRIDGEPORT HIGH SCHOOL
01-1995
Skills
- Child Advocacy
- Child Welfare Investigations
- Investigative Interviewing
- Case Management Software
- Case management
- Crisis Intervention
- Risk assessment
- Case Coordination
- Investigative techniques
- Data collection
- Family Support
- Multidisciplinary teamwork
- Conflict management
- Quality assurance
- Quality Management
- Training & development
- Employee Orientation
- CUSTOMER SUPPORT
- Coaching
- Team Management
- Supervising experience
- Leadership
- Result oriented
- Time management
- Problem solving
- Recruitment
- Investigative techniques
- Data collection
- Child Interviews
Certification
- Driver's License
- First Aid Certification
- Child Protective Investigator
Personal Information
Willing To Relocate: Anywhere
Timeline
Child Protective Investigator
Florida Department of Child and Family Services
11.2024 - Current
Customer Retention
AT&T
01.2019 - 11.2024
Operations Manager
INKTEL
01.2018 - 12.2019
Account Manager
CONVERGYS
01.2016 - 12.2018
Team Manager
ALORICA
01.2011 - 12.2016
Bachelor of Arts - Human Services
University of Phoenix
High School Diploma -
BRIDGEPORT HIGH SCHOOL