Overview
Work History
Timeline
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Tammy S. Harbert

Tammy S. Harbert

Scottsburg,IN

Overview

22
22
years of professional experience

Work History

Site Support/Help Desk/Surge Support

IDR/Deloitte
04.2023 - 06.2024
  • Provided technical support and assistance to DHS staff members, diagnosing technical issues, run tests in SIT/PRD integrated eligibility system environments, and provided a resolution to reported issues
  • Communicated in-person, virtual, phone, and email support to assess the problem and determine any resolution and steps for the end user to perform
  • Wrote, reviewed, and completed JIRA tickets, escalated issues to leadership when necessary
  • Assisted with training new site support members to provide support for DHS for SNAP and TANF using the new integrated eligibility system
  • Created educational materials for Site Support
  • Completed a variety of tasks to assess client information to evaluate client information for eligibility benefits and updated reports for surge support
  • Performed quality assurance on team members SNAP and TANF task work to evaluate proper State and Federal guidelines were followed, budget calculations were accurate, and applicant information was entered correctly

Trainer IV /Transaction Processing Lead/Eligibility Specialist

Conduent
10.2008 - 04.2023
  • Performed tasks based on operational processes and guided peers on proper procedures
  • Initiated and completed tasks, client calls, and data gathering interviews with clients for applications and redeterminations for Supplemental Nutrition Assistance Program (SNAP), Medicaid and Temporary Assistance for Needy Families (TANF)
  • Assisted in building a strong team by integrating and strengthening independence in productive team environment using an open-door policy
  • Ensured all policies were followed per Federal and State guidelines, provided feedback and solutions to help improve current processes
  • Organized, reviewed, and prepared training materials and additional resources
  • Selected by the State as part of the Train the Trainer to help implement new Eligibility Determination and Services System
  • Ensured that all compliance trainings were completed and recorded
  • Completed and documented weekly reviews of attendance, quality, and individual progress
  • Monitored trainee quality assurance by completing third party reviews on all tasks
  • Trained over 600 learners within a 90-county area in 10 years on SNAP, TANF, and Medicaid applications and change processing, on-site and virtual, using computer-based training in LMS
  • Supported production staff and team leads whenever necessary

Tax Preparer/Store Manager

Jackson Hewitt Tax Services of America
12.2007 - 04.2011
  • Led the season to 150% over the projected numbers in all categories: Increase in clients, increase in total tax returns, and increase in profit
  • Managed employee work schedule, location inventory, business contacts and employee incentives
  • Attended all staff sales meetings at Wal-Mart to answer tax questions and instruct them on the benefits of filing with Jackson Hewitt

Customer Service Representative/Store Manager

Sign Pro
08.2002 - 01.2008
  • Created custom designs for advertisements, embroidery, trophies and plaques, banners, and signs
  • Collaborated and communicated ideas with team members to implement and improve production and sales
  • Increased annual sales by $20,000.00
  • Increased collection of overdue payments by 25%
  • Managed daily accounting, accounts receivable and accounts payable

Timeline

Site Support/Help Desk/Surge Support

IDR/Deloitte
04.2023 - 06.2024

Trainer IV /Transaction Processing Lead/Eligibility Specialist

Conduent
10.2008 - 04.2023

Tax Preparer/Store Manager

Jackson Hewitt Tax Services of America
12.2007 - 04.2011

Customer Service Representative/Store Manager

Sign Pro
08.2002 - 01.2008

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Tammy S. Harbert