Alisha McCracken
Chilhowie,Virginia
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Child Support Enforcement Specialist SR
Virginia Department of Social Services
12.2019 - Current
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Proven ability to learn quickly and adapt to new situations.
- Monitored and enforced child support payments from non-custodial parents, maintaining compliance with legal requirements.
- Engaged effectively with custodial and non-custodial parents, clarifying policies of the Office of Child Support Enforcement.
- Facilitate child support case management and ensure compliance with legal requirements.
- Verified employment status, processed wage liens, and collaborated with employers.
- Implemented measures to suspend drivers' licenses, passports, and professional licenses for non-compliance with child support orders.
- Conducted comprehensive audits to ensure accuracy of child support cases.
- Engaged with parents, employers, and social service agencies to promote understanding and compliance with child support orders.
- Maintained accurate case records and documentation, facilitating timely updates and information sharing with colleagues.
- Collaborated with legal teams to locate absent parents and assess financial situations for enforcement actions.
- Analyzed case histories to identify payment trends and potential issues, leading to proactive resolutions.
- Handled client inquiries via phone and written correspondence, ensuring high-quality customer service.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Educated staff on organizational mission and goals to help employees achieve success.
- Developed effective improvement plans in alignment with goals and specifications.
- Generated reports detailing findings and recommendations.
- Coached employees through day-to-day work and complex problems.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created, prepared, and delivered reports to various departments.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Kept high average of performance evaluations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Onboarded and employees to meet performance and service goals.
- Acting in the absence of the team supervisor and performing specialized assignments as determined by the division.
- Handling the most complex and sensitive cases and acting on behalf of the team supervisor in his or her absence.
- Providing testimony in court proceedings when required.
- Connecting parents with resources and partners that support their ability to be self- sufficient and active participants in their child lives.
- Participated in child support hearings, providing critical information to support the welfare of children involved.
Child Support Enforcement Specialist
Virginia Department of Social Services
05.2018 - 12.2019
- Prepare and maintain accurate case files and documentation for audits.
- Conducted paternity establishment efforts, utilizing tools to locate non-custodial parents and their assets.
- Prepared and organized legal documents for court hearings, providing testimony when required.
- Monitor payment schedules and follow up on delinquent accounts.
- Handled client inquiries via phone and written correspondence, ensuring high-quality customer service.
- Collaborated with state and federal agencies, law enforcement, and insurance companies to resolve cases.
- Trained staff on child support processes, enhancing operational efficiency.
- Work with employers to facilitate income withholding for support payments.
- Prepared and filed legal documents electronically with the Circuit Court, ensuring compliance with procedural requirements.
- Established rapport with custodial and non-custodial parents to negotiate agreements without court appearances.
- Maintained accurate records and files while ensuring client confidentiality and data security.
- Managed high-stress situations effectively, de-escalating conflicts with upset individuals.
- Ensured compliance with Bureau of Child Support policies and local regulations in all documentation.
- Worked closely with public and remained courteous and calm while defusing tense situations.
- Delivered prompt service to prioritize customer needs.
Program Support Technician
Virginia Department of Social Services
12.2017 - 05.2018
- Assisted program applicants with form completion, document retrieval and resource management to reduce application delays.
- Used computers to generate and process automated program forms.
- Contacted program applicants and obtained required enrollment information, documentation and signatures.
- Attended available trainings to obtain updated information on program services.
- Completes administrative and programmatic duties for child support cases.
- Gathers and organizes information to meet requirements, creating and updating client records in automated systems.
- Processes documents in assigned case management functions.
- Communicated directly with clients, internal staff, and external agencies to obtain and convey information.
- Researches documentation to support actions by case management staff in a timely and accurate manner.
- Engaged with clients, managed case documentation, and assisted in the enforcement of child support orders.
- Providing education and resources to help parents understand their child support obligations and rights.
- Scanning documents to case utilized by Perceptive Content
- Assisting reception area with daily incoming/ongoing mail, assisting walk-ins clients, payment processing via kiosk.
Staffing Coordinator
Atwork Personal Services
05.2017 - 12.2017
- Administered testing (drug, skills, training orientation, managed employer relations to include counseling, coaching, discipline and discharge, and maintained regular follow ups with associates to ensure job satisfaction and addresses any concerns.
- Developed and facilitated new-hire orientations.
- Interviewed, hired, and mentored new personnel and oversaw all staffing operations.
- Verified payroll, vacation and sick time hours to support accounting processes.
- Crafted detailed job descriptions and job postings, obtaining necessary information from hiring managers.
- Utilized online applicant tracking system to screen resumes for all job openings.
- Conducted reference checks and screening of potential candidates to support onboarding process.
- Coordinated and administered job fairs and other recruitment events to engage potential talent.
- Facilitated smooth employee transitions with comprehensive onboarding program.
- Collaborated with manager to determine department's short and long-term hiring needs.
- Collaborated with managers to identify and address employee relations issues.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Assisted with writing job postings and job descriptions for boards.
- Administered employee benefits programs and assisted with open enrollment.
- Advocated for staff members, helping to identify and resolve conflicts.
- Managed applicant tracking system by entering, updating and maintaining candidate contact details, resumes, and supporting documentation.
Benefit Program Specialist II
Wythe County Department Social Services
10.2013 - 06.2017
- Exercised independent judgment in assessing individual cases and determining appropriate services.
- Applied legal standards to evaluate evidence and make informed decisions regarding case outcomes.
- Managed case documentation, ensuring thorough analysis and compliance with regulations.
- Gathered and analyzed evidence, including medical documentation, essential for case evaluations.
- Collected and verified data to calculate benefit payment amounts, handled changes in client status by updating information, educated customers on their rights and responsibilities, along with verified information through correspondence, telephone, and in-person interviews
- Completed audits of employee benefits, enrollment systems, and enrollment data to verify accuracy of benefits plan.
- Established and maintained effective professional relationships with clients by gaining trust, confidence and respect.
- Interviewed prospective clients to obtain data regarding financial resources and needs.
- Managed customers' database accounts by performing customer verifications and processing benefit enrollments.
- Performed administrative tasks such as maintaining records and handling policy renewals for over 900 clients.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Partnered with local organizations to expand access to social and community services.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Medicaid Patient Representative
Smyth County Community Hospital
08.2011 - 09.2013
- Responsibilities included reviewing the hospital census and utilizing established referral methods to identify self-pay patients on a daily basis
- Screened those patients who were in-house and were designated self-pay for state, county and/or federal eligibility assistance programs, initiated the application process when possible, and identified specific patient needs and directed them to the appropriate agency for assistance
- Introduced the patients to MedAssist services and informed the patient we will be contacting them on a regular basis about their progress.
- Recorded all patient information on the designated in house screening sheet, documented the results of the screening in the onsite tracking tool and hospital computer system, identified out-patient accounts from the census, and reviewed the system for available information for each outpatient account identified as self-pay
- Screened patients on site as able, and attempted to reach patient by telephone if unable to screen on site
- Documented out-patient accounts, when accepted, in the hospital system.
- Monitored patient flow throughout day to maintain appointment times and schedules.
- Responded to inquiries by directing calls to appropriate personnel.
- Provided excellent customer service to patients and medical staff.
- Engaged with patients to provide critical information.
- Followed document protocols to safeguard confidentiality of patient records.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Organized patient records and database to facilitate information storage and retrieval.
- Trained new staff on filing, phone etiquette and other office duties.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Serviced existing accounts on regular basis to maximize revenue.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
Store Team Lead
Walgreens
08.2007 - 09.2011
- I trained store staff on products and sales training materials, delivered training sessions, and reviewed staff job results and their learning needs with the retail store manager
- I developed and implemented new product training, evaluated competition by visiting competing stores, gathered information such as the style, quality, and prices of competitive merchandise, purchased inventory by researching emerging products and anticipating buyer interest, along with negotiating volume price breaks
- I placed and expedited orders, along with verified receipts
- Specific work elements: Handling staff scheduling, monitoring team's performance to ensure they meet daily goals, verifying individual performance by using tracking systems, coaching team members to improve performance, motivating team members, leading and attending scheduled training programs, identifying individual shortcomings of team members and helping them through customized coaching, reporting team development and activities to high-level managers or human resources, hiring and promoting team members, helping with customer service, and submitting ideas to increase productivity of his/her team, among others
- Managed Walgreens payroll for company, assisted with monthly fundraisers to promote company, and acted and served as Store Team Lead for more than 5 years
- Established positive, ongoing professional relationships with customers and co-workers
- Handled multiple tasks in a fast-paced environment while maintaining a high degree of accuracy
- Supervised and coordinated 8-10 employees
- Trained new hires in efficient service, and developed a rigorous training program
- Experienced supervisor with expertise in prioritizing work, developing efficient workflow and managing employees to achieve operational goals
- Proficient and forward-thinking professional, well versed in setting goals for performance in line with company's vision.
- Followed inventory management and loss prevention policies to minimize shrink in store.
- Used cash register to tally purchases, collect payment and execute fast and friendly check-out experiences.
- Interacted positively with team members and customers to promote commitment to organization's vision and values.
- Researched issues to obtain appropriate answers to customer inquiries.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Completed store opening and closing procedures and balanced tills.
- Helped store management meet standards of service and quality in daily operations.
- Enforced company policies and regulations with employees.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Responded to and resolved customer questions and concerns.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Completed cash and credit card transactions accurately.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Coordinated project workflows for departments.
- Managed staff hiring, training and supervision.
Head Photo Specialist
Walgreens
02.2005 - 08.2007
- Supervised the Photo Department, provided excellent customer service to customers, ensured all deadlines were met, improved sales, and promoted fundraisers along with monthly photo shoots in hopes to increase sales.
- Trained employees on proper procedures for handling money, printing photographs and restocking supplies.
- Accepted and completed in-person and online orders for photographs and photo merchandise.
- Performed opening and closing procedures to keep operations running smoothly.
- Updated tags, displays and signage for special promotions.
- Managed escalated customer orders to meet aggressive deadlines and special orders.
- Assessed customer needs and examined order contents to identify processing requirements and timelines.
- Examined developed prints to determine defects such as broken lines, spots or blurs.
- Converted motionless photographs and motion picture film to CDs and DVDs.
- Used inkjet printer, canvas and metal prints and mat boards to print and mount images.
- Developed and processed film and picture CDs and restored photos.
- Filled tanks of processing machines with solutions such as developer, dyes, stop-baths, fixers, bleaches and washes.
- Maintained chemical levels and solution integrity for automatic processors and hand development systems.
- Changed water and air filters on photo equipment to keep equipment in optimum condition.
- Responded to customer requests for products, services, and company information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Troubleshot equipment to reduce service calls and downtime.
- Answered questions about store policies and addressed customer concerns.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Greeted customers entering store and responded promptly to customer needs.
- Helped customers complete purchases, locate items, and join reward programs.
Education
Bachelor - Business Administration
King University
Bristol Tennessee 12-2027
Administrative Support Technology
Virginia Highlands Community College
Abingdon, VA01.1999
General Studies Diploma -
Chilhowie High School
Chilhowie, VA01.1997
Skills
- Multitasking Abilities
- Time management
- Critical thinking
- Attention to detail
- Customer service
- Training needs analysis
- Presentations and demonstrations
- New hire training
- Performance monitoring
- Team development strategies
- Complaint handling
- Tech support
- Flexible and adaptable
- Computer skills
- Teamwork and collaboration
- Analytical thinking
Education and Training
true
Certification
Notary in Virginia.
Bravos
Listed below are just a few of examples listed for accomplishments.
July 19th 2023
The Workforce Development and Communications Team in State Programs held their July "What is your Child Support IQ" challenge with questions pertaining to Case Intake. Alisha McCracken participated in this challenge and received the highest points along with three others. All three scored 100% AND had the fastest completion times of over 140submissions. We appreciate their support participating in the challenge and wanted to recognize their commitment to excellence in the Division of Child Support Enforcement.
September 23rd 2024
Bravo to Alisha McCracken of Child Support Enforcement for Committing to Excellence
I would like to congratulate Alisha for her work in obtaining a lump sum payment, in the amount of $2483.56 from an OW. Great job Alisha!
December 18th 2023
This group worked together to refine and clarify the internal office process of handling change in physical custody cases within the Abingdon District Office. Their diligence and attention to detail will provide clearer guidance to staff within the office when these cases are encountered. Their hard work and willingness to make a difference is lauded.
December 4th 2023
Bravo to Alisha McCracken of Child Support Enforcement for Committing to Excellence
I would like to recognize Alisha McCracken on obtaining another lump sum payment .This is the second lump sum she has received in the month of November to satisfy a lien that has been filed; this one was in the amount of $11,370.73. Great job and congratulations, Alisha!
November 13th 2023
Bravo to Alisha McCracken of Child Support Enforcement for Committing to Excellence
I would like to congratulate Alisha on her work in obtaining a lump sum payment in the amount of $6,497.66, through a lien she filed. Great job, Alisha!
March 15th 2024: Pillar Award
Bravo: June 11th 2024 Lump sum amount from an order-to-withhold in the amount of $19,095.69.
Bravo: March 5th 2025 Lump Sum $5,442.00 toward all TANF arrears
Bravo: November 29th 2023 Lump sum payment of $3140.61 all due to VA state arrears on TDC $ for $ program.
Timeline
Child Support Enforcement Specialist SR
Virginia Department of Social Services
12.2019 - Current
Child Support Enforcement Specialist
Virginia Department of Social Services
05.2018 - 12.2019
Program Support Technician
Virginia Department of Social Services
12.2017 - 05.2018
Staffing Coordinator
Atwork Personal Services
05.2017 - 12.2017
Benefit Program Specialist II
Wythe County Department Social Services
10.2013 - 06.2017
Medicaid Patient Representative
Smyth County Community Hospital
08.2011 - 09.2013
Store Team Lead
Walgreens
08.2007 - 09.2011
Head Photo Specialist
Walgreens
02.2005 - 08.2007
Bachelor - Business Administration
King University
Administrative Support Technology
Virginia Highlands Community College
General Studies Diploma -
Chilhowie High School
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