Traci Phelps
Landover,MD
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Veterans Experience Representative
The Bowen Group
2024.03 - 2024.09
- Remote position 100% of time, only required to report to Dept. of VA for equipment, government clearances, Passed federal NACI background.
- Provides front-line support for the Veterans Experience Office by assisting Veterans issues, complaints, crisis line, addressing questions, and directing them to proper resources. Answer a wide variety of call for Veterans and their family members and/or representatives.
- I had to understand and explain Department of Veteran Affairs services or procedures.
- Ask clarifying questions to identify complex or vague request for VA services and information.
- Accurately record details of calls and other service requests with creating a case in an expected time frame.
- Utilize a multi-screen system including a Customer Relationship Management application.
- Maintain confidentiality and privacy of callers.
- Organize and prioritize multiple tasks.
- Establish and maintain effective communication and working relationships with VA employees, outside agencies and the public.
Claims Records Analyst
Getix Health
2023.05 - 2024.02
- Remote Position 100%
- Assist in the daily reviews of claims in the document management systems and monitor inbox for action items
- Monitor the record management sites for all new activity to ensure document management standards are met and perform updates when needed
- Provide reports for tracking open and closed claims of all workflow and other metrics
- Prepare reports and correspondence, also report accurate status updates on cases/claims in the workflow
- Performs other duties as assigned.
Case Manager
Movate (Hyundai)
2022.09 - 2023.05
- Remote Position 100%
- Offered client support to cases, and managed caseload of 75 + records
- Confirm receipt of cases with clients review and evaluate data, and research data while accurately entering updated information into the database
- Creates tasks based on case needs and follows up with third parties on case status if the case requires parts to be ordered for repairs
- Track the status of the case and keep the client updated on case details and changes
- Manage cases from start to close in a timely manner
- Prepares reports and correspondence as well as refund checks of credits when needed.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
Housing Case Manager
Witt O'Brien
2021.10 - 2022.09
- Remote Position
- Enhanced client self-sufficiency through the coordination of relevant community resources and services.
- Improved client housing stability by developing individualized case management plans and providing ongoing support.
- Monitored and tracked client progress through comprehensive case notes, utilizing data to inform program evaluation efforts and adapt services as needed.
- Contributed to the overall success of the housing program by participating in regular staff meetings, sharing feedback and suggestions for improvement.
- Developed effective time-management skills while juggling multiple caseloads concurrently without sacrificing quality of care provided.
- Process rental assistance and emergency homelessness housing cases due to the COVID-19 pandemic
- Educated clients on case processes, researched, and verified documentation, evaluated cases, inspected cases for fraud, and resolved issues with the State Housing Department when needed
- Prioritize cases based on need if the client was facing eviction or loss of utilities
- Maintained an updated spreadsheet of case status reports daily, created a tracking system within metric and policy, and scanned/uploaded/indexed documents as received to the database
- Ensure information is accurate and cases are processed in a timely manner under HUD policy.
Customer Service/Customer Services/Case Manager Specialist
Deloitte Contractor (MSDE Maryland Childcare)
2020.01 - 2021.10
- Severed as the QA Case Manager on a cross-functional team in multiple departments, and work with a wide range of daycare providers in the State of Maryland
- Worked on a team that implemented improvements to the process of case management and increased efficiency and process time of case workflow
- Successfully identify weak points in case management processes
- Collaborated with MSDE and case managers on systems changes, updates, records information, and training
- Ensure the cases were reviewed and evaluated in compliance with MSDE regulations and corrected any non-compliance issues right away
- Managed batch work, analyzed, summarized and collected data to report to Deloitte and MSDE
- Performed audits of the batch workflow to reduce non-compliance cases, and followed rules, ethical standards, and professional conduct codes to promote a healthy work environment.
- Demonstrated empathy and compassion towards clients, establishing trust and rapport necessary for successful case management outcomes.
- Educated clients on their rights, responsibilities, benefits options, helping them make informed decisions about their cases moving forward.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Provided support during peak periods, effectively managing workload to avoid dropped calls or missed opportunities.
- Managed high call volumes while maintaining a calm demeanor and professional attitude under pressure.
- Investigated and resolved customer inquiries and complaints quickly.
Store Manager
Extra Space Storage
2018.06 - 2020.01
- Assisted the District Manager with maintaining records, updates, and changes in all stores within our operating district
- Maintain and update reports, spreadsheets, budgets, expenses, and reconciled any errors
- Draft and edit memos, reports, and proposals
- Perform clerical tasks, and manage, perform, track, and audit auctions at store locations
- Travel within the MDV area to different locations to perform auction tasks or assist with ground inspections
- Coordinated and scheduled meetings for DM and storefront staff
- Perform other tasks as needed.
Education
M.D. - Science/Administration of Justice And Security
University of Phoenix
Phoenix, AZ12.2025
Bachelor of Science - Public Administration
University of Phoenix
Phoenix, AZ12.2023
Skills
- Administrative Support
- Data entry proficiency
- Technical Troubleshooting
- Cross-Functional Team Development
- CRM software expertise
- Adaptability
- Problem-solving aptitude
- Record Management
- Reporting
- Research
- Scheduling
- Customer Service
- Process Improvement
- Program Development
- Database Management
- Communication Initiatives
- Correspondence Creation, Editing, Tracking
- Microsoft Office
- Needs Assessment
- Evaluations
- Organizational Skills
- Intake and Indexing
- Windows
- Excel
- PowerPoint
- Word
- Access
- Teams
- Zoom
- Lotus Notes
- QuickBooks
- Customer Support
- Goal-oriented mindset
Certification
- Introduction to Incident Command System, ICS-100, FEMA, 2022
- Basic Incident Command System for Initial Response, ICS-200, FEMA, 2022
- Emergency Planning, IS-235.C, FEMA, 2022
- Cooperating Technical Partners, CTP, IS-2101, FEMA, 2022
Timeline
Veterans Experience Representative
The Bowen Group
2024.03 - 2024.09
Claims Records Analyst
Getix Health
2023.05 - 2024.02
Case Manager
Movate (Hyundai)
2022.09 - 2023.05
Housing Case Manager
Witt O'Brien
2021.10 - 2022.09
Customer Service/Customer Services/Case Manager Specialist
Deloitte Contractor (MSDE Maryland Childcare)
2020.01 - 2021.10
Store Manager
Extra Space Storage
2018.06 - 2020.01
M.D. - Science/Administration of Justice And Security
University of Phoenix
Bachelor of Science - Public Administration
University of Phoenix
- Introduction to Incident Command System, ICS-100, FEMA, 2022
- Basic Incident Command System for Initial Response, ICS-200, FEMA, 2022
- Emergency Planning, IS-235.C, FEMA, 2022
- Cooperating Technical Partners, CTP, IS-2101, FEMA, 2022
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