Heidi Brady
Frisco,TX
Summary
Administrative Field specializing in quality service, Customer retention, productivity and team management. Friendly Client Service Manager with can-do attitude and willingness to help at all times. Exceptional Call Stat's for handling inbound calls in a timely manner with consistent 100% Quality scores . Devoted Records Clerk able to sustain the highest level of Client service through efficient team account management.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Legal Administrative Specialist
Department of Veterans Affairs
Temple, TX
06.2023 - 02.2026
- Managed case files, ensuring compliance with legal standards and organizational policies.
- Coordinated scheduling for legal appointments, optimizing staff resources and client access.
- Prepared legal documents and correspondence, maintaining accuracy and adherence to deadlines.
- Facilitated communication between veterans and legal representatives, enhancing service delivery efficiency.
- Developed training materials for new staff on legal administrative procedures and best practices.
- Managed sensitive client information with discretion and confidentiality, maintaining trust between clients and the firm.
Contact Center Team Leader
Baylor Scott & White Medical Center
Temple, TX
02.2019 - 05.2023
- Led daily operations of contact center, ensuring high-quality customer service standards.
- Developed and implemented training programs for new team members, enhancing onboarding efficiency.
- Monitored key performance indicators, identifying areas for improvement and optimizing workflows.
- Facilitated regular team meetings to discuss performance goals and address challenges collaboratively.
Administrative Coordinator
Budget Optical
Killeen, TX
03.2016 - 04.2020
- Insurance Specialist
- Accounts Payable/Accounts Receivable
- Create Work Schedule for all employees
- Payroll
- Excellent in Office Mate
- Responsible for all TriWest Accounts for US Veterans
- Scheduling of Patients
- Oversee the overall workflow of the Practise
Public Service Officer/ Records Clerk
City Of Harker Heights Police Department
Harker Heights, TX
04.2012 - 10.2015
- State of Texas Certified Notary
- Certified In Texas Department of Public Safety
- TLETS Mobile and TLETS Certification
- Police Dispatch on CAD Computer
- Specialized and worked on CAD, Omnixx and ILEADS
- Certified to perform Criminal Background Checks
- Work with City and Bell County Judge on a daily basis
- Assisted Detectives with their Criminal Cases
- Operated Security Cameras for all of the Police Department Grounds
Education
Associates Degree of Business Management - Communications
Elly-Heus-Knapp Community College for Business
Frankfurt, Germany01-1992
Skills
- Training and development
- Office Mate software proficiency
- Project management
- Meticulous attention to detail
- Conflict resolution techniques
- Team management
- Account Management
- Remote Call Center Lead
- Training programs
- Schedule coordination
- Skilled multitasking
- Budgeting and finance
- Management of remote employees
Certification
State of Texas Certified Notary Term of Office 2016-06-11 - 2020-06-11
Timeline
Legal Administrative Specialist
Department of Veterans Affairs
06.2023 - 02.2026
Contact Center Team Leader
Baylor Scott & White Medical Center
02.2019 - 05.2023
Administrative Coordinator
Budget Optical
03.2016 - 04.2020
Public Service Officer/ Records Clerk
City Of Harker Heights Police Department
04.2012 - 10.2015
Associates Degree of Business Management - Communications
Elly-Heus-Knapp Community College for Business