Tracy Glover
Gatesville,Texas
Summary
Skilled team player with strong background in many different working environments. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with great computer abilities. Computer experience including but not limited to the following: Word, Wordperfect, Excel, Powerpoint, Access, fax machines, copiers, 10 key, Point of Sale systems, Scantron machines, Compliance Reimbursement systems, and various types of data entry programs.
Overview
30
30
years of professional experience
Work History
Customer Service Advocate
Alorica, Inc.
Irvine, CA
10.2021 - Current
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Directed incoming calls to appropriate departments, if routed to me by mistake.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Offered online account knowledge to assist each customer in offering each customer top-notch support in setting up account and accessing prescription records.
Inventory Store Specialist III
Texas Department Of Criminal Justice
Gatesville, Texas
05.2020 - 10.2021
- Assists in overseeing all aspects of the Unit Commissary to include, stocking, inventory, employee and inmate purchases, boxing and delivering products, receiving merchandise to include unloading trucks, counting and making sure all inventory received and data input
- Assists in supervision of inmates and helping them understand what is expected of them in their position
- Assists in maintaining security and cleanliness of commissary
- Performs end of day paperwork, to include postage stamp inventory, Security search log, equipment inventory log, offender strip log, daily activity log, email to supervisor of all daily activities.
Intake Interviewer Administrative Assistant III
Texas Department Of Criminal Justice
Gatesville, Texas
11.2019 - 04.2020
- Interview inmates according to the Consolidated Report, which is the first Sociology interview
- The information obtained was in regards to their family history and visitation list
- Input all information into database
- Interact with County officials to obtain all documentation such as DPS records, judgments, and Jail conduct reports
- Insure all documentation was correct in order to accept the inmate into the prison system
- Entered charges into database
- Maintained offender files
- Applied interpersonal skills to build trust and help individuals open up
- Validated interview data to check the completeness and accuracy of each section.
Intake Tester Administrative Assistant II
Texas Department Of Criminal Justice
Gatesville, Texas
09.2014 - 10.2019
- Conduct a mental health questionnaire and administer a childhood evaluation in a one on one interview
- Provided all failing test scores to Mental Health for further evaluation
- In a classroom setting, administer and instruct how to fill out TCUDS, which is a drug survey
- Scanned all TCUDS forms into Mainframe and send results to Huntsville
- Administer and grade the Beta IQ test in a classroom setting
- Enter all IQ scores into mainframe
- Keep track of all interviews and grades by maintaining binders and files
- Train new employees, to include traveling to other units
- Adhere to policy in regards to paperwork being done in a timely manner.
Region VI Training Academy Clerk III
Texas Department Of Criminal Justice
Gatesville, Texas
09.2009 - 09.2014
- Answered phones, faxes, and emails while upholding all employee confidentiality policies and procedures
- Responsible for in-Service, Pre-Service and all Specialized Training End of Training Reports
- Adhered to Retention schedules
- Maintain all Academy time as well as all trainees
- Keep track of all training completions per month and compile a report for Major
- Send out Weekly Reports to the Director of Training
- Make sure worker's comp documents are completed and sent to appropriate departments in appropriate time frame
- Notify Units if employee missed any portion of training and advised them what they need to make up
- Order supplies for entire department
- Enter all information regarding classes into mainframe such as schedules, test grades, and if an employee missed a class
- Taught Human Resource Topics and Employee benefits to new Pre-Service classes along with curriculum and powerpoint presentations.
Customer Advocate II
Blue Cross Blue Shield Of Texas
Lacy Lakeview, Texas
01.2008 - 08.2009
- Received inbound calls from different doctor's offices to quote benefits for their patient's insurance policies
- Discuss provider's claims by communicating with other Blue Cross/Blue Shield plans throughout the United States and even some plans outside the United States
- Work inventory items which were pended by other agents due to issues that needed to be resolved to pay the provider's claims
- Resolved customers' service or billing complaints by performing activities such as refunding money, and adjusting bills
- Implemented best practices in fostering exceptional customer care support and satisfying customers
- Confirmed resolution of customer complaints through completion of appropriate changes
- Continuously met or exceeded daily service quality and performance scores
- Kept records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken
- Performed administrative support functions such as processing payments and reconciling accounts.
Quality Improvement Specialist
Lutheran Social Services
Waco, Texas
08.2007 - 11.2007
- Audit all foster family and foster child files to maintain compliance with state licensing standards, report audit findings to Social Workers
- All deficiencies had to maintained in a computer matrix and report all information to Area Director and Assistant Vice President of company in timely manner
- Help Social Workers request missing documentation from CPS
- Perform monthly peer review and report findings to Area Director
- Make sure all documents were filed in the family and child files correctly
- Assisted as the back up to the office secretary
- Volunteered on weekends to assist in foster parent's mandatory training sessions
- Worked real close with the foster children during those meetings.
Human Resources Clerk III
Texas Department Of Criminal Justice
Gatesville, Texas
11.2005 - 08.2007
- Greet and help employees with any human resource questions
- Answer incoming phone calls
- Enter all timekeeping for all correctional officers
- Fill out and file worker's comp documents in appropriate time frame
- Kept track of unscheduled use of leave for COs
- Served disciplinary documents and sat on hearings
- Typed up and mailed FMLA letters to employees
- Typed up all employees' performance evaluations and gave to Supervisors in appropriate time frame
- Efficiently handled calls, distributed mail and relayed messages to improve information flow
- Helped with the smooth and efficient administration of employees benefits programs
- Conducted orientation of new employees by communicating company policies, benefits and requirements to job applicants to start every new employee out with the same information
- Kept the organization's personnel records accurate with each employee's current personal, salary and incident information.
Associate Promoted to Supervisor
Beall's Department Store
Gatesville, Texas
05.2004 - 11.2005
- Operated POS systems to process sales transactions for customer's purchases
- Supported loss prevention team by verifying proper inventory control procedures and monitoring store areas for theft or damaged products
- Trained new associates on store programs and policies
- Monitored promotions and sales to provide updated information and pricing
- Managed details of completing sales payments, refunds, and exchanges, including issuing store credit
- Advised customers on status of merchandise ordered and arranged for pickup and delivery
- Assisted with training and developing sales associates and customer service team members
- Answered incoming telephone calls and provided information regarding store hours, location, and policies
- Counted and reconciled cash-drawer discrepancies prior to or following each shift
- Exceeded requirements in providing products and services to customers at all times
- Greeted guests entering or exiting store and upon approach to sales registers, answering questions and directing to product locations or store departments
- Assisted with receiving, product pricing, and stock replenishment
- Completed paperwork associated with merchandise, price adjustments, customer returns, and cash register operation.
Admissions/ER Clerk
Coryell Memorial Hospital
Gatesville, Texas
02.2002 - 04.2004
- Explained admission process, hospital regulations, and policies to incoming patients and family
- Verified eligibility and obtained authorization for patient admissions
- Interviewed patients to obtain required information
- Collected required co-payments and deposits according to patient insurance coverage
- Entered patient and admissions data into hospital database to accurately document services
- Finished all tasks and job duties, adhering to deadlines to avoid delays
- Answered PBX switchboard and transferred calls to appropriate departments, answered customer's questions by maintaining HIPPA rules and regulations
- Assisted in training of all new employees.
Business Office Clerk
Scott & White Gatesville Clinic
Gatesville, Texas
09.2001 - 02.2002
- Planned and established office management systems, achieving enhanced organizational effectiveness and performance
- Answered calls on multi-line telephone system to direct callers, provide information and make appointments
- Performed troubleshooting for office equipment operation or arranged for repairs
- Collected co-pays and insurance information
- Organized, ordered and restocked office supplies to keep staff efficient and productive
- Entered patient's charges into computer database by using the appropriate billing codes
- Maintaining all HIPPA requirements at all times.
Medical Secretary
Scott And White Hospital
Temple, TX
09.1997 - 08.2001
- Secretary to MD, Nurse Practitioner, Nurse Clinician and Pharm D
- Triaged and routed phone calls, took messages, and followed-up to verify receipt of critical information
- Pulled correct medical charts for doctor based on schedule of patients to be seen
- Coordinated patient appointments and provided instructions for examinations and procedures
- Facilitated flow of communication and information to all members of department
- Delivered excellent customer service and facilitated development of patient and clinician relationships
- Supported medical unit by answering multi-line phones and providing clerical support
- Set up conferences for medical staff according to their specifications and in an efficient timely manner
- Typed up letters to patient's by using dictation equipment
- Coordinated with other practitioners on behalf of patients to transfer paperwork, set up tests, and arrange specialist referrals.
Information Coordinator
Scott & White Hospital
Temple, Texas
12.1996 - 08.1997
- Gathered materials to be filed from departments or employees
- Completed all required paperwork within anticipated timeframes
- Required minimal oversight to complete job tasks, meeting all deadlines and goals
- Preparation and tracking of all Worker's Comp documents
- Order medical records, maintain filing system and assisted Case workers in all duties required to complete their daily tasks to assist patient's questions and billing problems
- Distribution of mail to appropriate employees and assisted in answering mail
- Maintain posting board with current information regarding the policies and procedures pertaining to Worker's Compensation regulations
- Rder supplies for department and maintain inventory
- Maintain emergency room cards for injuries sustained by patients and filing of such cards
- Making cards easily accessible to Case Workers.
General Secretary/Clinical Staff Development
Scott & White Hospital
Temple, Texas
01.1995 - 12.1996
- Maintained accurate, detailed reports and records
- Set up presentations and conferences by reading rooms, supplies, and instruments
- Ordered refreshments and made sure there was adequate amounts for each participant
- Prepared conference materials, such as training brochures and training packets, for each participant
- Scanned all training evaluations in Scantron and provided Director and Nursing Coordinators with all feedback pertaining to training
- Prepared, administered and graded all Nursing CEU tests
- Maintained them in an appropriate filing system
- Conducted weekly computer backup for all Nursing Educators
- Maintained the Nursing Education bulletin board with all updated and current information
Legal Secretary
Allen Place, Jr. Attorney At Law/State Rep
Gatesville, Texas
12.1990 - 12.1994
- Scheduled meetings and calls with opposing counsel, clients, and witnesses
- Managed attorney's calendars and scheduled court appearances, appointments, and events
- Clearly communicated messages to clients and attorneys with accuracy and detail
- Produced standard legal documents with templates and proofread prepared materials before distribution
- Collected and assembled materials, exhibits, and documents for court appearances, meetings, and hearings
- Received, screened, logged, and distributed incoming mail and packages and attached documents to case files
- Maintained all accounts receivable and prepared bills on a monthly basis
- Maintained a great working relationship with County, District and State officials
- Answered phones, took messages and distributed to Attorneys in timely and professional manner
- Ordered and maintained all supplies for entire Legal office
- Maintained all filing systems in a timely and efficient manner.
Education
Computer Education
Temple College
Temple, TXHigh School Diploma -
Ridgeway Jr/Sr High School
Memphis, TN05.1987
Skills
- Verbal communication
- Creative thinking
- Public speaking
- Problem-solving
- Customer relations
- Motivation
- Multitasking
- Task prioritization
- Teamwork
- Manage inventory
- Monitor security
- Research
Timeline
Customer Service Advocate
Alorica, Inc.
10.2021 - Current
Inventory Store Specialist III
Texas Department Of Criminal Justice
05.2020 - 10.2021
Intake Interviewer Administrative Assistant III
Texas Department Of Criminal Justice
11.2019 - 04.2020
Intake Tester Administrative Assistant II
Texas Department Of Criminal Justice
09.2014 - 10.2019
Region VI Training Academy Clerk III
Texas Department Of Criminal Justice
09.2009 - 09.2014
Customer Advocate II
Blue Cross Blue Shield Of Texas
01.2008 - 08.2009
Quality Improvement Specialist
Lutheran Social Services
08.2007 - 11.2007
Human Resources Clerk III
Texas Department Of Criminal Justice
11.2005 - 08.2007
Associate Promoted to Supervisor
Beall's Department Store
05.2004 - 11.2005
Admissions/ER Clerk
Coryell Memorial Hospital
02.2002 - 04.2004
Business Office Clerk
Scott & White Gatesville Clinic
09.2001 - 02.2002
Medical Secretary
Scott And White Hospital
09.1997 - 08.2001
Information Coordinator
Scott & White Hospital
12.1996 - 08.1997
General Secretary/Clinical Staff Development
Scott & White Hospital
01.1995 - 12.1996
Legal Secretary
Allen Place, Jr. Attorney At Law/State Rep
12.1990 - 12.1994
Computer Education
Temple College
High School Diploma -
Ridgeway Jr/Sr High School
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