Tracy Van Buren
Van Nuys,USA
Summary
Army Veteran leveraging 15+ years of experience in team leadership, customer service, attention to detail, and time management. Skilled in designing, implementing, and managing comprehensive training programs that drive organizational performance and employee growth. Expert in adult learning principles, instructional design, and leadership development, with a proven track record of enhancing workforce capabilities and boosting productivity. Adept at assessing training needs, developing customized training solutions, and leveraging technology to deliver impactful learning experiences. Strong leader and communicator, skilled at building and motivating high-performing teams to achieve strategic learning objectives and foster a culture of continuous improvement. Career supported by a Bachelor's degree in Human Services Management.
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
33
33
years of professional experience
Work History
Veteran Liaison Officer
Maximus
Los Angeles, CA
08.2024 - Current
- Compensation and Pension claims escalation resolution for veterans with active claims
- Receive inbound calls from call center
- Make outbound calls to veterans
- Scheduling for C&P exams: excel, MS office, Google Docs
- Arrange transportation for veterans as needed
- Review positive and negative feedback from veterans via email and inbound calls; follow-up on feedback
- Process mileage reimbursement requests
- Provide report status from providers and claims process
- Provide support and linkage for veterans with suicidal tendencies
Operations Supervisor
UPS
Sylmar, CA
10.2023 - 02.2024
- Oversaw daily operations of USP services, ensuring efficiency, adherence to standards, and achievement of service goals
- Supervised and mentored a team of operational staff, conducting regular meetings and providing training and development opportunities as well as conducted regular audits, and addressed quality-related issues promptly
- Managed client interactions resolved inquiries and complaints, and enhanced client satisfaction through exceptional service delivery via Slack Communications, Google Suite, and MS Office, CRM
- Allocated resources effectively, managed inventory, and coordinated maintenance of necessary equipment as well as input drivers and helpers timecards into a database for payroll
- Answered inbound calls on the multiphone system, data entry, and filing, and maintained confidentiality of all internal systems, procedures, customer data, and personnel information
Case Manager
LA Business Personnel
Los Angeles, CA
07.2021 - 10.2023
- Helped in the application process for emergency assistance funds available to help California renters pay rent and utility bills during the COVID-19 pandemic
- Assisted tenants and landlords access the online ERAP rent and utility assistance portal, including completion of all relevant fields and uploading required documents and data entry
- Worked directly with members of the public, preferably with a housing or social services provider to assist renters and landlords get emergency housing assistance funds
- Assisted IT division as standby support with skills of Threat Knowledge, Risk Management, Communication Zoom, MS Teams, Slack, and basic knowledge of GDPR
- Aided with outreach to targeted populations to direct them to the ERAP application program and state portal to apply for assistance
Customer Service Representative
Teksystems
Los Angeles, CA
12.2020 - 06.2021
- Provided quality customer service and support to customers daily, including phone interaction, problem resolution, and account transaction processing on time
- Provided product knowledge and technical assistance as necessary, responding to customer inquiries and trying to resolve problems without being escalated
- Entered customer information in a computerized database and communicated any problems or issues to management
- Conducted in-call assessments to identify customer issues and gather and synthesize large amounts of information to develop the expertise needed to support the needs of the client
Contact Tracer Investigator
TEKsystems
Los Angeles, CA
05.2020 - 12.2020
- Create and manage relationships with customers via phone, text, and email with a demographically diverse client population at varying stages of their education, work, and life
- Provided consultation and education assistance and encouraged the promotion and maintenance of health and the prevention of disease and disability
- Review case summaries and release requests submitted by Unification Specialists (US) to ensure they are in alignment with policy and procedures for safe and efficient reunification
- Reviewed and updated the company case management tracking system and government case management tracking system
Field Supervisor
U.S. Census Bureau
Inglewood, CA
07.2015 - 04.2020
- Accounted for the supervision of approximately 6 to 15 Field Representatives, responsible for data collection in a geographical territory that may include some hard-to-count areas
- Monitored staff performance that included on-the-job observation, monitoring of various performance metrics to account for staff performance and input
- Reviewed and submitted staff payroll, leave submission, and promotion recommendations as well as responsible for ensuring the group's performance meets the standards and expectations set forth by the bureau
- Assisted with training, evaluating, and reviewing assignments of subordinates by monitoring staff engagement that includes job observation and monitoring of various performance metrics
Logistic Specialist
United States Army
01.1992 - 12.2000
- Responsible for the coordination of receipt, inspection, storage, inventory, and issue of all supply material, and equipment throughout the Army units, to track the ongoing demand for petroleum resources through the Global Combat Support System (GCSS-Army)
- Led a team of 10 supply logistic personnel in the planning, development, and training of logistics concepts of operation in support of current and future logistical operations
- Planned, scheduled, and executed delivery supplies for 5 different organizations per day accounting for over $100M of dollars in supply distribution decisions
- Directed all operational activities and strategic planning initiatives for military units, ensuring alignment with mission objectives, priorities, and timelines
Education
Salesforce Customer Relationship Management (CRM) -
Calbright College
01.2024
Bachelor of Science (B.S.) - Human Services Management
University of Phoenix
01.2011
Project Management - IT Support Professional, Supply Chain Management Strategy
Google Coursera
Skills
- Leadership
- Social Media Proficiency
- Googlesuite
- Training and Development
- Salesforce CRM/Lightning
- Customer Service
- Inbound/Outbound Calls
- Communication Skills
- Microsoft office
- Data entry
- Excel proficiency
- Proficient in Citrix
- Proficient in Amazon Connect
Technical Competencies
Microsoft Office Suite 365, Salesforce CRM, Project Management, Digital Marketing, Mac, Microsoft Windows
Timeline
Veteran Liaison Officer
Maximus
08.2024 - Current
Operations Supervisor
UPS
10.2023 - 02.2024
Case Manager
LA Business Personnel
07.2021 - 10.2023
Customer Service Representative
Teksystems
12.2020 - 06.2021
Contact Tracer Investigator
TEKsystems
05.2020 - 12.2020
Field Supervisor
U.S. Census Bureau
07.2015 - 04.2020
Logistic Specialist
United States Army
01.1992 - 12.2000
Salesforce Customer Relationship Management (CRM) -
Calbright College
Bachelor of Science (B.S.) - Human Services Management
University of Phoenix
Project Management - IT Support Professional, Supply Chain Management Strategy
Google Coursera
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