Tracy Vondandamo
Aubrey
Summary
Detail-oriented professional with experience in IT support and healthcare operations, specializing in system troubleshooting, data handling, and customer service. Proven ability to manage sensitive information, assist users with technical issues, and maintain compliance with privacy standards. Strong communication skills combined with technical knowledge allow for effective support across diverse environments.
Personable and dependable with keen sense for customer service and effective communication. Possesses foundational knowledge of banking procedures and cash handling, including proficiency in basic financial transactions and account management. Dedicated to providing exceptional service and ensuring customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
TurboTax Agent /Technical Customer Support Specialist
Education at Work
Dallas, TX
06.2024 - Current
- Delivered exceptional support to students by addressing inquiries and resolving concerns in a timely manner.
- Coordinated training sessions for new agents, enhancing their understanding of company policies and procedures.
- Developed effective communication strategies to foster positive relationships between students, staff, and families.
- Implemented feedback systems to collect student insights, driving continuous improvement in service delivery and engagement.
- Informed clients of policies and procedures.
- Analyzed trends in student feedback data to inform program adjustments that align with their needs and aspirations.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Provided ongoing mentorship to peers, sharing best practices that elevate team performance and service quality standards.
Childcare Provider
SYNERGY HomeCare
Prosper, TX
01.2023 - Current
- Developed strong relationships with families, providing regular updates on child progress and establishing trust.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Developed age-appropriate activities and crafts to engage children.
- Maintained clean facilities by following sanitation protocols, ensuring a healthy environment for all children.
- Facilitated learning through play, stories and outdoor activities for successful child outcomes.
- Supported emotional well-being by addressing individual needs and providing a nurturing environment for growth.
- Managed behavior issues effectively using positive reinforcement techniques, fostering a respectful atmosphere within the childcare setting.
- Led children in creative, athletic, and educational activities while maintaining safe and orderly group.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Provided emotional support and guidance to children during difficult times.
- Utilized positive reinforcement techniques to encourage good behavior.
- Assisted children in developing fine motor skills through play-based learning activities such as puzzles and stacking blocks.
- Fostered creativity with various arts and crafts projects, stimulating imagination and selfexpression.
- Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Assisted in potty training and other daily hygiene activities to support child development.
- Communicated regularly with parents regarding their child''s achievements or concerns while offering guidance on home-based support strategies.
- Implemented daily routines to establish consistency, helping children transition smoothly between activities.
- Oversaw smooth drop-off/pick-up transitions by maintaining open communication with parents and ensuring a safe environment for children.
- Provided nutritious meals and snacks according to dietary guidelines, promoting overall health among the children in care.
- Improved language development through engaging storytelling sessions and age-appropriate book readings.
- Liaised with parents and guardians to discuss child progress.
- Promoted physical fitness by incorporating active play into daily schedules, encouraging healthy habits from an early age.
Caregiver
SYNERGY HomeCare
Prosper, TX
01.2023 - Current
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Monitored client safety during daily activities, identifying and addressing potential hazards.
- Assisted with mobility support and transfers to enhance clients' independence and comfort.
- Documented daily care activities and changes in client condition for accurate reporting.
- Educated clients on health management practices, promoting proactive engagement in their wellness.
- Supported hygiene routines by assisting clients with bathing, dental care, and grooming needs.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
Project Hedgehog
Handshake Software
Dallas, TX
01.2025 - 01.2026
- ### Project Hedgehog Experience Statements
- Spearheaded project initiatives, aligning team efforts to meet strategic objectives and drive successful outcomes.
- Directed cross-functional collaboration, enhancing communication channels between departments to improve workflow efficiency.
- Implemented effective project management tools, streamlining task assignments and tracking progress for optimal results.
- Championed continuous improvement initiatives, fostering a culture of innovation that enhanced project delivery timelines.
- Facilitated stakeholder meetings to gather requirements and provide updates, ensuring alignment with project goals.
Content Reviewer
Telus Company
Dallas, TX
11.2024 - 11.2025
- Reviewed and evaluated large volumes of digital content, including text, images, and web data, to ensure compliance with company policies and platform guidelines
- Identified, analyzed, and flagged inappropriate, harmful, or policy-violating content, contributing to a safer online environment
- Applied strong analytical and critical thinking skills to assess content accuracy, relevance, and potential risks
- Maintained a high level of accuracy and consistency while working in a fast-paced, deadline-driven environment
- Followed strict data security, confidentiality, and privacy standards when handling sensitive information
- Utilized internal tools and systems to document findings, track flagged content, and escalate complex or high-risk cases
- Demonstrated attention to detail and pattern recognition when identifying trends in content violations or suspicious activity
- Adapted quickly to evolving guidelines, policies, and review criteria to maintain quality and compliance standards
- Collaborated with team members and supervisors to improve review processes and ensure alignment with platform policies
Medical Receptionist
Prosper Women’s Health PLLC
Prosper, TX
01.2024 - 11.2025
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
Front Desk Manager
Prosper Women’s Health PLLC
Prosper, TX
01.2024 - 11.2025
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed front desk maintenance of client records and lab data.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Developed strong relationships with corporate clients, securing long-term contracts for group bookings.
- Coordinated with sales department to identify potential leads from incoming inquiries.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Implemented policies and procedures to maintain compliance with brand standards and local regulations.
- Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
Teacher
Legacy Montessori Academy
Frisco, Texas
05.2024 - 04.2025
- Planned field trips to enrich students' educational experiences outside of the traditional classroom setting.
- Developed and implemented lesson plans based on curriculum objectives.
- Assessed student performance through tests, quizzes and other assessments.
- Collaborated with colleagues to plan lessons that integrate various subject areas into a cohesive unit of study.
- Participated in professional development workshops related to teaching methods or curriculum changes.
- Encouraged critical thinking skills and problem solving strategies among students.
- Utilized technology such as interactive whiteboards and online resources to enhance instruction.
- Established positive relationships with parents to ensure effective communication regarding student progress and well-being.
- Enforced school rules and regulations in order to maintain an appropriate learning environment for all students.
- Organized parent conferences throughout the year to discuss student progress.
- Provided individualized instruction to meet the needs of all students.
- Instructed students in academic subjects such as math, science, language arts, social studies, and history.
- Monitored student behavior in classrooms, hallways, cafeteria, playgrounds.
- Scheduled and held parent-teacher conferences to keep parents up-to-date on children's academic performance.
- Created and enforced child-based, hands-on curriculum to promote student interest and receptive learning.
- Prepared and maintained classroom environments appropriate for student learning and physical, social and emotional development.
- Built and strengthened positive relationships with students, parents and teaching staff.
Customer Service Representative
Customer direct care network
Austin, Texas
01.2024 - 01.2025
- Maintained professionalism when addressing challenging customer interactions.
- Developed strong customer relationships through tailored support and assistance.
- Identified upselling opportunities based on customer needs and preferences.
- Collaborated with departments to resolve complex issues and deliver effective solutions.
- Suggested improvements to customer service processes to enhance efficiency.
- Responded to customer inquiries with accurate product and service information.
- Implemented innovative strategies to streamline customer service operations.
Life Engagement Coordinator
Saddlebrook Memory care
Frisco, Texas
02.2024 - 07.2024
- Collaborated with external partners such as sponsors and exhibitors.
- Scheduled pre-event meetings with stakeholders to review objectives, goals and expectations.
- Researched industry trends related to engagement strategies.
- Compiled detailed reports summarizing the results of each event.
- Ensured that all legal regulations were adhered to in accordance with company policies.
- Performed post-event analysis to measure success of the engagement activities.
- Managed social media accounts associated with the organization's events.
- Developed and implemented marketing strategies to increase customer engagement.
- Liaised with clients to ensure their requirements were met throughout the event planning process.
- Managed communications with vendors to coordinate catering, entertainment and other services.
- Analyzed customer feedback data to inform future engagement initiatives.
- Worked closely with internal teams to create engaging content for events.
- Maintained accurate records of all event costs and expenses.
- Provided onsite support during major events as needed.
- Recruited students by attending campus and community events to interact with prospects and parents.
- Worked with cross-functional team members to manage entire sales process.
Elderly Caregiver
Saddlebrook Memory care
Frisci, Tx
01.2024 - 06.2024
- Encouraged social interaction between clients and their families.
- Supported clients in making decisions that were consistent with their values and wishes.
- Adhered to all applicable laws, regulations, policies, procedures and standards related to eldercare services.
- Provided companionship and emotional support to elderly clients.
- Maintained accurate records of services provided for each client.
- Ensured safety of clients in their home environment by using appropriate equipment and techniques.
- Assisted elderly clients with daily activities such as bathing, dressing, grooming and meal preparation.
- Assisted elderly clients with daily living activities such as bathing, dressing and grooming.
- Conducted light housekeeping duties including laundry, cleaning and meal preparation for clients.
- Provided emotional support during end-of-life transitions.
- Organized recreational activities to promote physical and mental well-being of the elderly.
- Participated in continuing education courses to stay current on best practices for elder care.
- Developed strong relationships with clients based on trust and respect.
- Communicated effectively with family members on progress of client's health condition.
Cashier
Walmart
Prosper, Texas
03.2023 - 08.2023
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Greeted customers and answered any questions they had about the store's products and services.
- Resolved customer complaints professionally in accordance with company policy.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Conducted price checks for special orders or discounts as requested by customers.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
Education
Cybersecurity - Associate of Applied Science (AAS), Information Sy
Collin College
Frisco05-2026
High School Diploma -
Braswell High School
26750 E University Dr, Little Elm, TX 7622705-2024
Skills
- Group instruction and student engagement
- Patient care and medical assistance
- Front desk operations and scheduling
- Bilingual communication (English, French, Swahili)
- Team collaboration and leadership
- Data entry and recordkeeping
- Cybersecurity fundamentals
- Customer service and conflict resolution
- Multicultural awareness and compassion
- Quick learner with a growth mindset
- Group Instruction
- Problem-solving
- Positive attitude
- Problem-solving skills
- Customer service and care
- Service support
- Ensuring customer satisfaction
- Documenting information
- Call management
Accomplishments
- Successfully balanced full-time work while pursuing a cybersecurity certification at Collin College
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Increased number of resolved job tickets by 100% over previous year.
- Promoted to Senior Help Desk after 3 months of employment.
- Recipient of individual and departmental awards for providing stellar client service.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
• CPR & First Aid
• Information Systems Cybersecurity – Level 1
- AAS in Information Systems Cybersecurity
Languages
French
Native or Bilingual
Swahili
Native or Bilingual
Lingala
Native or Bilingual
Spanish
Full Professional
Tshiluba
Native or Bilingual
English
Native or Bilingual
Additional Information
I am currently a Cybersecurity student at Collin College working toward my Security & Information Systems certificate and preparing for the CompTIA Security+ certification. I have hands-on experience with networking, Linux and Windows administration, and digital forensics through academic labs.
I am fluent in five languages, including Spanish and English, which helps me communicate with diverse clients and teams. My background in healthcare support and customer service has developed strong problem-solving and interpersonal skills, which I am eager to bring into IT support.
I am highly motivated to grow in the IT field and would welcome the opportunity to contribute my skills, enthusiasm, and adaptability to your team
Timeline
Project Hedgehog
Handshake Software
01.2025 - 01.2026
Content Reviewer
Telus Company
11.2024 - 11.2025
TurboTax Agent /Technical Customer Support Specialist
Education at Work
06.2024 - Current
Teacher
Legacy Montessori Academy
05.2024 - 04.2025
Life Engagement Coordinator
Saddlebrook Memory care
02.2024 - 07.2024
Medical Receptionist
Prosper Women’s Health PLLC
01.2024 - 11.2025
Front Desk Manager
Prosper Women’s Health PLLC
01.2024 - 11.2025
Customer Service Representative
Customer direct care network
01.2024 - 01.2025
Elderly Caregiver
Saddlebrook Memory care
01.2024 - 06.2024
Cashier
Walmart
03.2023 - 08.2023
Childcare Provider
SYNERGY HomeCare
01.2023 - Current
Caregiver
SYNERGY HomeCare
01.2023 - Current
High School Diploma -
Braswell High School
Cybersecurity - Associate of Applied Science (AAS), Information Sy
Collin College