TYRONE A. SALTERS

**** ****** **** *** *****

FARMERS BRANCH, TX 75244

HOME/PHONE 469-***-****

E-MAIL: ad4odh@r.postjobfree.com

PROFILE

United States Army Veteran with total of eight years (active/reserve) of Honorable Service as Communications Signaleer, serving with Military Police Units and Mechanized Infantry Units in Uijeongbu, South Korea and Ft. Riley, Kansas.

Extensive experience in all aspects of office administration, management, training and development methods, and quality assurance procedures

Accustomed to managing and negotiating with individuals to increase efficiency of operations and to accomplish specific objectives.

Excellent problem-solving and critical thinking skills

Keen attention to detail

Effective communication skills, including speaking, writing and active skills

Exceptional organizational skills with proven ability to contend with the multiple and varying tasks and or deadlines.

Proven ability to adhere to privacy and confidentiality regulations

Possess the ability to independently prioritize among competing projects and tasks.

Ability to work with ticketing systems, emails, telephones and chats.

Highly organized, self-motivated professional with strong interpersonal skills and ability to work well with varying personality types.

Proficient Technical Skills: Windows, Mac, Apple and MS Office

PROFESSIONAL EXPERIENCE

2022-Present TriumphPay Dallas, TX

Industry: Transportation

OPERATIONS SPECIALIST II

Manage multiple workflow systems in support of payment processing platform.

Securely process payee authentication request exemptions for new payor relationships.

Complete due diligence process to verify bank account changes including company validation research.

Organize and coordinate implementation of project workflows to ensure compliance with overall strategic plans, goals, and unit objectives while maintaining optimal operating efficiency within the unit.

Provide outstanding customer service to both internal and external customers via telephone, email and chat.

Daily review of invoices rejected within the queue and communicates directly with the client regarding the reason for rejection and create options to getting it resolved

Maintain confidentiality of client information while effectively communicating with team members, clients, debtors and management.

2015-Present BestBuy Cedar Hill, TX

Industry: Retail

GEEK SQUAD CONSULTATION AGENT

Resolving customer related technical software and hardware problems.

Diagnosed and resolved problems in response to a customer reported incident via in-person, phone calls and chats.

Submitted recommendations to improve the efficient use of the system and responding to special requests for system data.

Performed other related duties and responsibilities as assigned.

Identify and offer technology related, solution-based recommendations to solve customer needs and ensure that no customer is left unserved and no device unserviced.

Responsible for adapting to new technology as it is introduced, particularly based systems for audio video support, video production and broadcasting, photographic media, graphics, and videoconferencing.

Create and maintain a supportive environment for customers by asking the right questions, listening carefully, taking detailed notes, and partnering with other team members.

Diagnose technology issues based on various troubleshooting activities including the use of specialty software.

Create positive customer interactions by solving a variety of software and hardware issues.

Create a positive customer experience by building relationships, exhibiting empathy, and providing solutions for their needs.

Creatively seeks means of improving existing methods and techniques utilizing available equipment and materials

Understand the importance of the customer experience when performing diagnostic discoveries, making recommendations, and protecting customer devices both in-person and by phone.

Establish and maintain consistent rhythms for timely follow up and ensures deliverables are met or exceeded.

Partners with other team members to ensure consistent and accurate documentation of customer requests and repairs.

Weekly reviews and evaluation of reports and statistics in order to advise on trends, out-of-line situations, and anticipated needs in order to raise customer satisfaction.

Presents regular briefings to management and leadership on budget, administrative actions, systems, and operational support for department.

Maintain skills required to perform basic consumer electronic integration and appliance work.

Talk directly with customers in a one-on-one environment to identify glitches and user errors.

Provide customers with education solutions on keeping devices free of malware while maintaining optimal usage.

Complete administrative duties including ordering parts, scheduling, and communicating with client’s services needed.

Consult with customer to ensure expectations match their needs and wants.

Use Geek Squad solution selling model to diagnose and recommend appropriate product, services, and content solutions.

Promptly complete all administrative and work orders for related tasks.

Test products and solutions to ensure customer satisfaction

Monthly leader in customer satisfaction survey (NPS) based on knowledge, communication and ability.

2017-2022 Department of Veteran Affairs Garland, TX

Industry: Non-profit/Government

SUPERVISORY MANAGEMENT & PROGRAM SUPPORT,GS-0343-09-6

Daily, I directed fifty-five highly advanced program support assistants with the Community Care Service in the Patient Administration Department.

Daily, I used and demonstrated the ability and willingness to communicate by listening to employees, vendors, and veterans to understand their problems and explains solutions in terms they can understood

Created a call center to answer, educate and provide guidance and knowledge on scheduling appointments for veterans within the community.

Conducted periodic studies involving compilation and analysis of data for purpose of evaluating the effectiveness of the Community Care Call Center's operations.

Identified areas requiring improvement, and recommended procedures or methods for more efficient operations and production based on collected data,

Distributed call center level and agent level reporting on all key metrics, including adherence to schedules, staffing levels, talk time, wait time, dropped calls and service.

Reviewed, analyzed and evaluated reports and statistics in order to advise on trends, out-offline situations, and anticipated needs in order to increase strengths of agents and diminish weaknesses in areas found.

Provided written reports of all findings including recommendations, memorandums to Administrative Officer and Chief of Patient Administration Service.

Prepared graphs, charts, and other presentations to depict the program information and statistics for use in training, management briefings, and information dissemination activities both within and outside of Community Care.

Generated and disseminates, daily, weekly, and monthly statistical reports on telephone activity.

Prepared personalized plans for staff to exceed telephone metrics by created training presentations to address strengths.

Created standardized processes to address the needs of the veterans as well as to improve and enhance all of the expanding departments under Community Care, which included Dialysis, Dental, Community Home Care and Women’s Health.

On a daily basis I provided assistance to all staff to address technical issues not limited to providing access, password resets, computer software issues, program installations, hardware issues as well as ACD phone issues and outages.

Maintained system for following up on existing work orders to adhere to timelines in order to resolve technical issues for staff as well as provide timely resolutions. Resolving these issues was achieved by customer satisfaction survey responses as well as ticket resolution times.

On a weekly basis I reviewed audits within Community Care for Dialysis, Dental, Community Care, Community Home Care and Women’s Health.

Daily, I reviewed and conducts studies and analyzes data in a variety of ways to figure out if all areas are meeting national measurements regarding processes and functions. After review, I can determine all areas needing improvement but not limited to revenue cycle, system redesign, performance measures, compliance, productivity, and overall supervision of staff.

Reviewed and analyzed complex medical information to determine service connection and disability entitlement.

Attended comprehensive training program to learn medical terminology, VA regulations, how to critically analyze evidence, and apply the VA schedule of disabilities to render decisions on claims.

Analyzed claims to determine if diseases and or injuries incurred or aggravated by military service for purposes of compensation, treatment, or hospitalization.

Communicated and interacted with veterans and their representatives to facilitate timely, proper decisions.

Demonstrated excellent oral and written communication with internal and external stakeholders.

Demonstrated excellent judgement, troubleshooting, problem solving, analysis and discretion.

Demonstrated the ability to handle work-related stress and multiple priorities simultaneously.

Maintained professional client relationships.

Daily I made myself available for staff, veterans, and vendors to answer questions about the Community Care eligibility as well as related issues regarding Community Care eligibility and the authorization process.

As part of my supervisor responsibilities, I participate on various VISN and Health Care System management workgroups and teams.

On a daily basis I provide overall administrative management and coordination of responsibilities for the Community Care program at North Texas, while interpreting s VA, TJC, OIG, Office of Community Care (OCC) and all other regulatory agencies' administrative policies that are adhered to

On a daily, weekly, monthly and quarterly basis I provide direct counsel to the Patient Administration Service Chief, the Patient Administration Service Administrative Officer, and the Executive Staff, on proposed solutions to enhance expedient patient care, continuity of care, and sound resource utilization regarding external referral processes, while also ensuring expediency and continuity of care is advanced.

On a monthly basis I participated in special analytical studies designed to resolve critical programmatic, organizational, or functional problems throughout the Medical Center and complaints and grievances from patients by applying communication, motivational, and leadership skills in advising, instructions, and consulting with difficult elements. This is done with Patient Administration Leadership and management team.

On a monthly basis I evaluates Community Care planning activities and its Medical Center impact in relation to policies and objectives established by VA Central Office (VACO), Regional, and the North Texas Network.

On a daily, weekly, monthly, and quarterly basis, I research management reporting systems for information to evaluate and prepare planning decisions; participate in developing planning strategies; and assess priorities best to meet the patients' needs in convert with the Medical Center and VISN 17 mission, priorities, and restrictions.

On a daily, weekly, monthly, and quarterly basis, I analyze and evaluate multiple Community Care program operational efficiency and effectiveness, assessing service provided to the patients, while making changes to correct oversights and deficiencies.

Daily it is my responsibility to ensure patient experience goals are met. This is measured by interaction with veterans through follow up calls and conversations to determine if their questions were answered while also ensuring that they were educated on the processes

Daily I provide Patient Administration Service management with findings and recommend ways to improve workflow and operations output.

On a daily, weekly, monthly, and quarterly basis, I strive to develops better programs and policies both independently and in conjunction with the Patient Administration Service Chief and Patient Administration Service Administrative Officer, to maintain and improve health care delivery systems.

On a monthly basis I participate in improving resource utilization, designing, and catalyzing needed change for complexity of Community Care Clinical programs.

On a monthly basis I prepares quantitative and qualitative reports, budget statements, DSS and Labor Mapping surveys and any other similar reports required by VACO, the VISN, the Medical Center Director, and the Patient Administration Service Chief, the Patient Administration Service Administrative Officer

Willingness to share all knowledge with team members and users on Community Care Directives and Handbooks to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution

Ability to learn new techniques and procedures and apply that knowledge to new situations, with basic medical terminology, anatomy, and physiology, medical record components, relationships of disease processes, disease entities, laboratory findings, special tests, medication, to locate essential information to meet established criteria and standards and to recognize inconsistencies, errors, or omissions within the Community Care process

Responsible for tracking numbers of consults and categories processed under Tri-west Program.

Set and create appointments for veterans for Community Care using various programs.

Assist department training on the usage of Tri-West Portal.

Exhibit professional and courteous attitude in dealing with external customers, vendors, and other veteran service organizations

Ability to communicate with a wide variety of individuals, both in person and over the telephone, using tact, diplomacy, and discretion.

2004-2017 Department of Veteran Affairs Dallas, TX

Industry: Non-profit/Government

AUTOMATED DATA PROCESSING APPLICATIONS COORDINATOR (ADPAC) 0540-GS-07-6

On a daily basis, provided a variety of IT customer service support services remotely and in person to resolve program and software issues.

Daily planning and delivery of technical support services, including troubleshooting, installation, removal, moves, systems knowledge assistance and training with Patient Administration Service.

Responsible for diagnosing and resolving problems in response to customer reported incidents

Daily, weekly, and monthly management of employee moves and the installations of IT equipment to assure coordination of IT support and customer service

Resolving customer related technical software and hardware problems.

Diagnosed and resolved problems in response to a customer reported incident via trouble tickets, phone calls and chats.

Submitted recommendations to improve the efficient use of the system and responding to special requests for system data.

Effectively prioritize daily tasks and show ability to deliver resolutions

Daily identification of issues and break down problems using structured problem resolution approaches and techniques.

Provides group and one on one systems software applications training to customers as needed

Provides a variety of IT customer support services essential to the effective performance of VA systems.

Create and submit work orders for computers, fax machines, printers, telephones, and scanners

Maintained and updating system files necessary in aspects to system operations and access.

Ensure daily that the entire work order and request is put in correctly documenting the issue, the importance of the work stoppage and possible resolutions.

Follow up on existing work orders to resolve employee and department issue, determine when the issue will be resolved and communicate that based on the customers preference of communication.

On a daily basis, I created and submitted work orders for computers, fax machines, printers, telephones and scanners

LEAD TIMEKEEPER

Responsible for the daily input of Patient Administration Service and interaction with supervisors in regards to submission and adherence to schedules

Responsible for establishing and monitoring Fund Control Points for Fee Basis and NonVa Care Coordination

Trained administrative staff on all payroll software utilized by the office.

Provides assistance to the budget team in researching and tracking of fund control points.

Reviews documents for validity of budget data, expenditure limitation, accounting data, and for proper authorization and compliance.

Certifies fund availability for commitments, and obligations

Prepares correspondence concerning the status of outstanding obligations.

Receives, analyzes, and classifies all usage of fund control points.

Reviews computerized data output and verifies it with manual data.

Serves as the central point of contact for all budget issues.

LEAD FEE CLAIMS CLERK

Responsible for researching and processing medical claims and services for veterans based upon medical guidelines

Approve authorized and unauthorized services are paid after decision of reviewing official has been determined

Create an informative written notification of denial decisions to veterans with explanation for denial.

Create formal appeals and documentation when responding to denial letters or disagreements with decisions.

Maintain close coordination with other project managers and technical leads, defends various programs and keeps leadership apprised of decisions on budgetary and financial matters.

Prepares spreadsheets, graphs, charts, and management statistics to clearly, and effectively express information contained in oral and written presentations of findings.

Exhibit professional and courteous attitude in dealing with external customers, vendors, and other veteran service organizations

ssist other departments in a joint effort to resolve veteran claims and answer all questions regarding medical billing

Address concerns of veterans visiting the VA Medical Center Fee Services Department and give them an expectation of the process and the timelines

Maintain daily statistics to compile monthly workload reports

Suggests resolutions that are most likely to be used on a regular basis within Patient Administration Department

Demonstrate self-discipline daily by adhering to schedule, and meeting deadlines

Effectively prioritize daily tasks and show ability to deliver resolutions

Daily identification of issues and break down problems using structured problem resolution approaches and techniques.

2002-2006 HSBC Auto Financial Lewisville, TX

Industry: Financial

SKIP TRACER

Responsible for locating past due customers ranging from 1 to 85 days past due

Re-established communication with customers and set up payment options to bring past due accounts current

Research and created reasonable payment options to attempt to bring account current

Created letters that provided type of resolution used and dates of scheduled payments

Documented each account with complete details of the conversation and agreement or disagreement from contact with a customer

Referred accounts to other departments for higher level of resolution

Provided new procedures and techniques to management that will enhance the skills of department

Assisted all agents within the company through billing and troubleshooting

Trained and developed new employees once they entered skip department

1999-2002 Providian Financial Arlington, TX

Industry: Financial

UNIT MANAGER & TRAINING SPECIALIST

Responsible for hiring and developing new employees

Monitored 10 to 30 representatives daily to gauge performance levels and provide developmental feedback to increase strengths and minimize weaknesses

Monitored staff attendance and adherence to schedules and document all cases that would require disciplinary actions

Conducted training sessions with team to introduce

Instructed new and existing employees on various customer service procedures and policies including different courses in New Accounts, Escalation, Sales, Retention and Membership Products

Prepared and operated audio video equipment in conference rooms.

Implements the recording of live presentations and video teleconferences and classroom set-up for live viewing of these conferences.

Worked with fellow staff members to produce educational video programs utilizing a variety of video production equipment.

Assisted clients with instructional design of media productions, based on the educational objectives, target audience description, and script design.

Prepared and instructed train the trainer programs.

Prepared and implemented new curriculums for the training program to update information and create a new training format.

Prepare presentations and reports to determine keys for success for both department and overall call center.

Facilitated and directed the activities of new trainees as they advance from classroom training to on-the-job training in a fast-paced call center environment

Assisted all agents, supervisors, and trainees while trainees advanced into a call center training environment to get hands on development.

Evaluated and assessed the progress of each employee and provide necessary developmental feedback

Motivated all employees through programs and necessary training programs to increase and retain top talent

Researched and investigate employee’s development after leaving the training environment to determine the effectiveness of the training received

Created and designed new curriculums and workshops as needed to enhance existing programs

Created new procedures and techniques for the development of skilled employees

Monitored training sessions of other trainers to gather, share and provide feedback

1996-1999 Mobile Comm Dallas, TX

Industry: Telecommunications

OPERATIONS SPECIALIST II

Monitored call volume and call gating for call center

Researched the effectiveness of cross training and double call gating within the call center

Monitored each representative’s daily adherence to work schedules

Gathered and prepared reports and documents for supervisors based on statistics and forecasting measures

Updated records including approving paid time off and sick time

Assisted all agents within the company with customer accounting through billing and troubleshooting

Researched and determined all possible solutions to resolve customer concerns and provide customer satisfaction

Implemented new procedures to increase productivity and accuracy for employees

Highly involved in the training and development of new employees

1993-1995 Dallas Area Rapid Transit Dallas, TX

Industry: Transportation

TRAINER

Instructed all new employees on customer service procedures regarding Dallas Area Rapid Transit System Call Center

Facilitated training sessions on all functions of the bus system, pricing, and scheduling.

Provided hands on training for new customer service agents

Assisted agents in transition from classroom to the call center.

Researched and determined all possible solutions to resolve customer concerns

Provided customer satisfaction regarding the scheduling of routes and times available

Planned precise trips for customers traveling from different areas of the city and back to their desired destination

Remained highly involved in the training and development of new employees for initial six-month period after leaving the training environment to gauge their development within the call center

Assisted all agents within the company with customer related issues regarding scheduling

Provided information throughout the city at seminars and special events to bring about the mission and resources available at Dallas Area Rapid Transit.

MILITARY SERVICE

1990-1993 United States Army Uijeongbu, South Korea & Ft. Riley, KS

Industry: Military

COMMUNICATIONS SIGNALEER

Install, operate, and perform preventive maintenance checks and services (PMCS) and unit level maintenance on assigned amplitude modulation (AM) radios

Install and operate enhanced position locating and reporting system (EPLRS) net control stations, radio teletypewriter assemblages, and Army Special Operations communications systems, to include COMSEC devices and associated equipment

Operate manual or automated communications systems.

Operated and performed preventive maintenance checks and services PMCS on assigned

vehicles and power generators.

Responsible for ordering supplies for 116th Infantry Battalion communication personnel.

Maintained daily inventory of supplies and status of equipment on hand.

Kept daily log of equipment in use, out of service, loaned out, turned in, and in repair.

Ordered equipment as needed and reviewed purchase orders on equipment received, as well as equipment sent to repair.

Trained soldiers on all communication procedures needed for exercises and maneuvers for war time activities.

Completed training for necessary modules needed for military personnel

EDUCATION & TRAINING

1987-1989 GRAYSON COLLEGE SHERMAN, TX

Associate of Applied Sciences and Liberal Arts

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