Annyce R. Ingram

• Adheres to Company's policies and procedures.
• Manages approximately 60 incoming and outgoing calls per day.
• Assist patients with gaining access to their MyChart account(s) by Epic.
• Serves as patient advocate.
• Simultaneously multitasks with four Clients using four separate VDI's while taking calls.
• Daily use of Epic system; resetting passwords, updating usernames, updating demographic information.
• Daily use of Tegria's ServiceNow to document inbound and outbound calls.
• Daily use of specific Client ServiceNow to document inbound and outbound calls.
• Resolves patient issues via email and outbound calls that originated in specific Client ticket systems.
• Volunteer to help cover shift when needed.
• Mentor to Support Center Specialists in training.
• Work closely with Tegria's Instructional Design & Delivery Specialists assisting with training new Specialists.
• Work under general supervision.
• Self-directed.
• Troubleshoots.
• Research existing documentation to troubleshoot and ask for help from team members when needed.
• Supports team members when they are troubleshooting and need help.

Available to and communicate daily with management as team.

Conducted Company investigations with detailed written reports.

• Conducted staff Sexual Harassment investigations.
• Conducted PREA (Prison Rape Elimination Act) investigations.
• Assisted Regional Investigators with conducting studies, gathering evidence, and preserving it in a timely manner while maintaining confidentiality.
• Maintained exceptional rapport with local law enforcement.
• Worked closely with local law enforcement to promote contraband interdiction.
• Worked closely with local District Attorney Office.
• Facility Investigation Manager.
• Conducted internal investigations regarding staff misconduct and criminal activity.
• Conducted staff investigations for the Bureau of Prison thru United States Department of Justice OIA (Office of Internal Affairs).
• Supervised, collected, and preserved evidence on a consistent basis to prevent tampering and contamination.
• Conducted facility searches.
• Maintained confidential files in a secure location.
• Reviewed, processed, responded to lawsuits, and provided any related facility records.
• Attended court and administrative hearings as needed.
• Responded to inmate grievances; resolved disputes, and problems.
• Conducted visual and audio surveillance for extended periods of time.

• Supervised the STG (Gang Unit).
• Generated detailed written reports.
• Conducted investigations regarding prison gangs, street gangs, and compromised staff members as they were all intertwined.
• Identified gang leaders.
• Tracked gang members and monitored gang activities.
• Monitored inmate telephone calls (incoming and outgoing).
• Conducted PREA investigations.
• Monitored inmate accounts and transactions.
• Collaborated with other agencies during investigations as needed.
• Educated faculty and staff regarding prison gangs, prison gang leaders, and gang activity.

• Conducted RVR (Rule Violation Report) Hearings.
• Generated RVR's.
• COCF Immersion Instructor.