Tracie Holley
Euclid,OH
Summary
To work with a company where my strong interpersonal communication and organizational skills can be utilized to improve customer satisfaction, promote individual opportunity and professional growth while making contributions to the organization.
Overview
20
20
years of professional experience
Work History
Military Pay Technician
Defense Finance and Accounting Service
Cleveland, OH
05.2019 - Current
- Input appropriate pay, entitlement and benefit changes to the master employee records.
- Process DD2656 application and orders to ensure the member will receive their retired pay in a timely fashion.
- Examine and verify a wide variety of actions for completeness, accuracy, propriety and conformance to regulatory and statutory requirements.
- Ensure the privacy and accuracy of all information for military pay records. Establish, review and update military pay accounts.
- Provide feedback to both internal and external customers via fax, email or telephone regarding military pay orders.
Contact Representative
Defense Finance and Accounting Service
Cleveland , OH
09.2018 - 05.2019
- Analyzes customer accounts to identify computation problems, erroneous data, incorrectly processed transactions, duplicate charges, missing documents, and address corrections.
- Develops applicable solutions to problems and ensures corrective actions are completed.
- Explains clearly, accurately and concisely to customers, the outcome of in depth research, decisions, options or time frames required to resolve an inquiry.
- Responds to customer inquiries with complete and accurate information by returning telephone calls or responding in writing when necessary.
- Handles specifically Military Pay, My Pay, Former Spouse and Garnishment calls but receive and interact with all customers to establish, maintain, review and determine the best process to resolve issues or inquiries.
- Research and analyze complex transactions in an automated payroll system to determine the necessary corrective action.
- Provide both internal and external customers advice and/or explanations of rules, regulations and procedures.
Customer Service Representative
Sourceone Healthcare Tech
Mentor, OH
04.2006 - 09.2018
- Process customer orders via fax, email or telephone into the SAP system.
- Respond to customer inquiries, both internal and external concerning returns, credits and adjustments with their orders.
- Enter credit card payments on government account holders.
- Dispatch service calls to field service engineers.
- Resolve dispatch issues by monitoring service calls on a automated system.
- Assist sales reps by reviewing and researching orders in the SAP system to provide updated information to make sure its processed completely.
- Process over 100 calls on a daily basis.
Customer Service Representative
Lockheed Martin
Cleveland, OH
11.2005 - 04.2006
- Responded promptly to answer and resolve customer inquiries and complaints.
- Followed up with customers after reviewing their accounts and making necessary adjustment, edits or credits.
- Research civilian pay accounts daily, performed customer verifications and processed applications, orders and requests.
Education
High School Diploma - General Academics
Collinwood High School
1985
Associate of Applied Science - Human Services
Grace Christian University
Grand Rapids, MI12.2020
Affiliations
Ability to work under pressure and meet deadlines.Customer Service Research and problem solving skills.Strong oral, written and interpersonal communication skills.Basic math skills.Work well with a team as well as self management.Knowledge of various software systems.
Special Project
T-Rex Project:
Maintained files, purged paperwork that was obsolete. Prepared information for scanning and filed away.
Awards
2019 Peer To Peer Recognition of being a Team Player.
Timeline
Military Pay Technician
Defense Finance and Accounting Service
05.2019 - Current
Contact Representative
Defense Finance and Accounting Service
09.2018 - 05.2019
Customer Service Representative
Sourceone Healthcare Tech
04.2006 - 09.2018
Customer Service Representative
Lockheed Martin
11.2005 - 04.2006
High School Diploma - General Academics
Collinwood High School
Associate of Applied Science - Human Services
Grace Christian University
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