Tonisha Young

Experienced customer service and verification professional with leadership background in high-volume call center and compliance environments. Over 5 years of experience supervising teams, handling escalations, managing quality assurance processes, and maintaining 99% accuracy standards in background screening and research operations. Strong communicator with exceptional documentation skills and a 50 WPM typing speed.

Proven ability to work independently in remote environments while meeting production and quality metrics.

Verifications Supervisor at Wholesale Screening Solutions / InformData

• Supervised outbound and inbound verification call queues to ensure daily clearance and service level compliance.
• Monitored agent productivity and coached staff to achieve performance goals.
• Conducted quality monitoring reviews and provided structured feedback.
• Handled escalated customer concerns requiring professionalism and discretion.
• Maintained attendance and performance records for 15+ team members.
• Recruited, hired, and trained new employees in verification procedures.

Quality Investigations Analyst

• Served as Subject Matter Expert in defect tracking and quality reporting processes.
• Improved operational accuracy through structured process enhancements.
• Tracked, logged, and responded to quality correction forms.
• Published daily analytics reports for executive leadership.
• Collaborated cross-functionally to reduce risk and improve workflow compliance.

Criminal Research Analyst

• Conducted detailed background investigations using multiple databases.
• Applied analytical judgment to verify and classify criminal records.
• Maintained 99% accuracy while meeting productivity benchmarks.
• Documented findings clearly within internal CRM systems.
• Ensured compliance with client and legal guidelines.

Master of Arts in Public Relations – Full Sail University

Bachelor of Science in Audio Production – Full Sail University