Terreasa Ray
Grapeview,WA
Summary
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
23
23
years of professional experience
Work History
Assistant Manager of Operations
Dollar Tree
Shelton, WA
07.2024 - 06.2025
- Managed inventory control systems, optimizing stock levels and reducing waste effectively.
- Coordinated scheduling and resource allocation to meet operational demands seamlessly.
- Fostered a collaborative work environment, mentoring staff to enhance skill development and engagement.
- Executed quality assurance protocols, ensuring adherence to organizational standards and compliance requirements.
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Coordinated with General Manager in different operational issues and promotional activities.
- Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
- Implemented safety protocols to maintain a secure work environment for employees.
- Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.
- Maintained accurate records of all transactions within the department to facilitate transparent reporting systems.
- Coordinated with other departments to improve overall company efficiency and effectiveness.
- Reported issues to higher management with great detail.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Medical Assistant Specialist 3 (MAS3/MCS/Call Center)
Health Care Authority
626 8th Ave SE, Olympia, WA
04.2016 - 01.2023
- Counsels and advises customers on Health Care Authority (HCA) policies, scope of care, client rights and responsibilities, Medical Assistance policies and procedures, and health benefits.
- Tactfully manages difficult situations and provides quality customer service.
- Coordinates service referral, eligibility information, and managed care membership information between managed care plan, local community services offices, other state agencies, community service organizations, medical, and social services providers.
- Assist customers in resolving disputes and other issues related to their Benefit Service Package or Managed Care Plan, accessing and understanding their benefits, and provide self-service resources.
- Assist with complex questions, billing issues, complaints, eligibility requirements, program services, enrollment process, and technical support for both clients and medical providers.
- Assists customers in determining managed care eligibility, selecting and enrolling in or changing managed care plans, and resolving issues regarding client health care choices and barriers to accessing medical services.
- Analyze, evaluate, and assist with claims submission for medical and social services for correct adjudication and provider payment.
- Utilizes excellent written and oral communication skills, applies effective customer service techniques and principles, and maintains a thorough knowledge of ProviderOne (P1), Point-Of-Sale pharmacy claims processing system (POS), Automated Client Eligibility System (ACES), Treasury Management System (TMS), Siebel Contact Management System and Siebel softphone, State and Federal Title XIX policy, managed care programs, WAHealthPlanfinder application (Health Benefit Exchange website), and Apple Health benefit service packages.
Office Clerk
Belfair Water District #1
22451 E State 3, Belfair, WA
12.2014 - 02.2015
- Recorded money due for receivables, reconciled bank accounts, made general journal entries and adjustments to customer's bills.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Determined charges for services requested, collect deposits or payments, or arrange for billing.
- Keep records of materials filed or removed, using log books or computers.
Program Coordinator
Turning Pointe Domestic Violence Services
210 Pacific Rd/P.O. Box 2014, Shelton, WA
09.2007 - 12.2014
- Provide safety planning tools and crisis intervention services, assistance to women and children in a residential setting as well as via the 24 hour crisis line.
- Provide assistance with resolving conflicts within the residential shelter setting.
- Conducted research, compiled data, and prepared papers for consideration and presentation by executives, committees, boards of directors, and grant funders.
- Facilitated partnerships with local organizations to expand program offerings, broadening community impact.
- Assisted in the development of grant proposals, securing funding for vital program initiatives.
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
- Facilitated workshops and community outreach initiatives, raising awareness of available support services.
- Ensure program participant files are maintained in accordance with grant regulations and legal and licensing requirements.
- Hired, managed, developed and trained staff, established and monitored goals, and conducted performance reviews.
- Developed training materials for staff, enhancing knowledge of domestic violence issues and support techniques.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Managed confidential client records, maintaining accuracy and privacy in accordance with legal requirements.
Acting Executive Director
Turning Pointe Domestic Violence Services
210 Pacific Rd/P.O. Box 2014, Shelton, WA
06.2007 - 09.2007
Office Manager
Turning Pointe Domestic Violence Services
210 Pacific Rd/P.O. Box 2014, Shelton, WA
09.2002 - 06.2007
Receptionist
Turning Pointe Domestic Violence Services
210 Pacific Rd/P.O. Box 2014, Shelton, WA
02.2002 - 09.2002
Education
Certified Medical Assistant Career Prep Master
University of Washington
High School Diploma -
North Mason High School
Belfair, WA06-1992
Skills
Managed program operations to uphold regulatory standards and enhance overall efficiency
- Call center experience
- Technical support
- De-escalation techniques
- POS systems experience
- Data entry
- Medical claims support and adjustment experience
Managed performance assessments and professional growth opportunities to foster enhanced team efficiency
Led procurement initiatives to optimize inventory management processes Coordinated cross-functional teams to enhance supply chain efficiency Drove planning efforts to align with operational objectives
Oversaw onboarding processes for new employees by coordinating comprehensive training sessions and providing essential resources Facilitated team integration by leading introductions and organizing team-building initiatives Managed employee records and documentation to ensure accuracy and compliance
Conducted thorough compliance monitoring to ensure alignment with regulatory requirements
Managed budget oversight to ensure adherence to financial regulations and optimize resource allocation
Executed compliance measures to uphold organizational standards and mitigate risks
Directed financial tracking operations to ensure precise budget management and accountability
Developed and maintained strong customer connections to enhance overall satisfaction and loyalty
Guided collaborative decision-making processes to align with long-term business objectives
Oversaw customer interactions to enhance overall satisfaction Led efforts to resolve product-related concerns effectively Coordinated communication between customers and service teams to streamline support processes
Designed and implemented training programs aimed at enhancing team capabilities and effectiveness
Oversaw employee scheduling processes to optimize operational efficiency Coordinated shift adjustments and coverage to support team dynamics Monitored and updated records of employee availability and leave requests
Developed and implemented strategies to enhance overall operational efficiency
Facilitated task distribution among team members to optimize project efficiency Promoted team collaboration by clarifying individual roles and responsibilities Maintained project timelines through strategic task oversight
Managed financial administration operations to maintain regulatory compliance and enhance accuracy
Oversaw organization and maintenance of data across multiple projects Guided teams in monitoring project progress and updates Managed data entry and management tasks to uphold accuracy standards
Managed financial oversight and accounting processes to uphold regulatory compliance and ensure accurate reporting
Managed distribution of responsibilities to maximize team efficiency
Managed team operations to foster enhanced performance and productivity outcomes
Managed comprehensive record-keeping systems to support operational efficiency and data integrity
Implemented strategies to enhance workplace communication and collaboration through targeted employee relations initiatives
Led recruitment efforts to attract and select top talent for various roles Oversaw onboarding initiatives to facilitate seamless integration of new employees into teams Partnered with hiring managers to strategically define and address staffing needs
Facilitated compilation of employee performance data for review sessions Collaborated with team leaders to develop comprehensive feedback reports for staff evaluations Organized scheduling of review meetings to promote efficient completion
Oversaw user support initiatives for troubleshooting across desktops, laptops, and mobile devices Managed software installation and update processes across diverse platforms Led training sessions to enhance user understanding of device functionalities
Managed program operations to uphold regulatory standards and enhance overall efficiency
Accomplishments
- Purple Rose “Woman of the Year” Award Turning Pointe Domestic Violence Services - 2006
Timeline
Assistant Manager of Operations
Dollar Tree
07.2024 - 06.2025
Medical Assistant Specialist 3 (MAS3/MCS/Call Center)
Health Care Authority
04.2016 - 01.2023
Office Clerk
Belfair Water District #1
12.2014 - 02.2015
Program Coordinator
Turning Pointe Domestic Violence Services
09.2007 - 12.2014
Acting Executive Director
Turning Pointe Domestic Violence Services
06.2007 - 09.2007
Office Manager
Turning Pointe Domestic Violence Services
09.2002 - 06.2007
Receptionist
Turning Pointe Domestic Violence Services
02.2002 - 09.2002
Certified Medical Assistant Career Prep Master
University of Washington
High School Diploma -
North Mason High School