Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Tamya L. Gillespie

Mullica Hill,NJ

Summary

Seeking to maintain full-time positions in Human Resources that offer professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

1
1
year of professional experience

Work History

Product Support Specialist II

Ultimate Kronos Group Remote
, NJ
09.2021 - Current
  • Daily use of SQL to help employee population
  • Coaching/Mentoring- Developed skills of new agents to improve future performance
  • Simulated difficult customer service interactions in order to prepare new agents to find positive solutions to difficult problems
  • Help Desk support assigned over 9 cases including outbound callbacks, e-mails, and internal support tickets
  • Strong ability to research problems independently and identify root cause of issues using problem determination skills
  • Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem-solving abilities
  • Timely, accurate, and complete responses to inquiries
  • Consistently and effectively communicating with management to make sure issues are escalated and resolved
  • Ability to assist customers with use and usability of application, while having need to troubleshoot and resolve issues while providing exceptional service
  • Ability to work both independently and part of team

Legal Administrative Specialist

Department Of Veteran Affairs
Philadelphia, PA
03.2021 - 08.2021
  • Advise and provide information on benefits and rights
  • Explain pertinent legal provisions, regulations, and related administrative practices and their application to specific cases
  • Assist individuals regarding how best to provide needed documents and evidence required
  • Initiate inquiries to resolve errors, delays, or other problems in obtaining benefits
  • Counsel Veterans, their dependents, and survivors via assigned access channel, (telephone, email, video, or chat) concerned with Veterans
  • Assist the inquirer with determining the short-term and long-term circumstances that might influence a choice between various benefits
  • Explain the types of documents necessary to facilitate timely processing of claims and appeals and assists with obtaining and completing such documents and forms in accordance with the type of claim or appeal being submitted
  • Perform claim or appeal related work by providing comprehensive claim or appeal status updates using mandatory scripting requirements
  • Process change of address requests, establishment of, or change to direct deposit banking information, burial allowance claims, dependency claim
  • Respond to interactions where the customer wishes to speak/discuss to a "supervisor," by attempting to deescalate the interaction by immediately addressing the inquirer's needs prior to referral for a contact by a supervisor.

Contact Tracer

Newark Department of Health
Newark, NJ
11.2021 - 03.2021
  • Get in touch with contacts of persons diagnosed with COVID-19 patients through text, email, phone calls, and other platforms when necessary, within the established program determined time frames
  • Provide contacts with approved information on quarantine procedures, what to do if symptoms develop, and, if appropriate, refer them to testing
  • Assign risk category depending on the contact’s underlying medical conditions, occupation, living situation, and level of contact with case, and understand protocol for each risk category
  • Work closely with team made up of surveillance coordinators, investigators, and data managers to efficiently complete case investigations
  • Systematically collect and record information in a local database
  • Communicate with team and supervisor when contact cannot be made with an individual to determine the best way to address the problem
  • Protect and maintain individuals’ privacy and confidentiality

Intern

Bonnie Brae School
Basking Ridge, NJ
04.2017
  • Enhanced my communication and research skills by interviewing former students, their families, probation officers and state social workers via telephone and/or in-person
  • Reviewed psychiatric, psychological, educational, social and family assessments to obtain descriptive and diagnostic information on emotionally disturbed adolescent males
  • Analyzed patient data using the statistical software package SPSS
  • Improved the office organization by creating and updating all databases using Excel and SPSS
  • Graphed and charted data and created the information in PowerPoint or Excel
  • Worked on special research projects
  • Interacted with social service agencies such as, NJ Child Behavioral Health, Department of Youth and Family Services, probation, detention, group homes, and independent living facilities
  • Significantly improved my typing skills to maintain the databases.

Volunteer

Food Bank of South
Jersey Pennsauken, NJ
10.2014
  • While working as a volunteer, I had the duty to provide administrative support to the organization
  • Contacted several companies, including the NBA, to confirm their invitations for the Food Bank’s events were received
  • Prepared food donations to be distributed
  • Frequently updated the corporate events calendar
  • Contacted venues to confirm reservations for the fund-raising events
  • Developed practical skills such as completing family food lists correctly.

Cashier

Tilly’s
Deptford, NJ
02.2015 - 06.2015
  • Resolved customer questions, complaints, and concerns about the products offered by the company
  • Ensured that each customer received outstanding service by providing a friendly environment
  • Maintained an awareness of all promotions, and advertisements offered
  • Maintained the orderly appearance of the cash rack and assisted with maintaining frequently used supplies
  • Performed store recovery in down time
  • Completed all tasks assigned by manager.
  • Worked flexible schedule and extra shifts to meet business needs.

Cashier

Chick-Fil
Deptford, NJ
10.2013 - 07.2014
  • Provided on the job training for newly hired employees
  • Maintained a reputation for providing excellent customer service to customers
  • Maintained clean and orderly workplace environment and assisted staff with ensuring their workplace areas were also maintained to standard
  • Reconciled cash in each drawer at the beginning and ending of each shift to ensure that there is adequate change and no financial discrepancies.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.

Education

Master of Public Administration - Public Administration

Delaware State University
Dover, DE
05.2023

Bachelor of Arts - Criminal Justice

Delaware State University
05.2019

Skills

  • Customer Experience
  • Evidence Gathering
  • Software Support
  • Customer Satisfaction
  • Employee Coaching and Motivation
  • Issue Resolution
  • Call Center Operations
  • Time Management
  • Verbal and Written Communication
  • MS Office

Accomplishments

  • Earned the Magna Cum Laude honors Award in 2019.
  • National Society of Leadership and Success

Timeline

Contact Tracer

Newark Department of Health
11.2021 - 03.2021

Product Support Specialist II

Ultimate Kronos Group Remote
09.2021 - Current

Legal Administrative Specialist

Department Of Veteran Affairs
03.2021 - 08.2021

Intern

Bonnie Brae School
04.2017

Cashier

Tilly’s
02.2015 - 06.2015

Volunteer

Food Bank of South
10.2014

Cashier

Chick-Fil
10.2013 - 07.2014

Master of Public Administration - Public Administration

Delaware State University

Bachelor of Arts - Criminal Justice

Delaware State University
Tamya L. Gillespie