Customer Service

Landover, MD ***** 301-***-**** *****.****@*****.***

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TRACI PHELPS

PROFESSIONAL SUMMARY

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

SKILLS

Administrative Support

Data entry proficiency

Technical Troubleshooting

Cross-Functional Team Development

CRM software expertise

Adaptability

Problem-solving aptitude

Record Management

Reporting

Research

Scheduling

Process Improvement

Customer Relations

Program Development

Database Management

Communication Initiatives

Correspondence Creation, Editing, Tracking

Evaluations

Organizational Skills

Intake and Indexing

Microsoft Office

Salesforce

Customer Support

Goal-oriented mindset

WORK HISTORY

VETERANS EXPERIENCE REPRESENTATIVE 03/2024 to 09/2024

The Bowen Group, Chantilly, VA

Remote position 100% of time, only required to report to Dept. of VA for equipment, government clearances, Passed federal NACI background.

Provides front-line support for the Veterans Experience Office by assisting Veterans issues, complaints, crisis line, addressing questions, and directing them to proper resources. Answer a wide variety of call for Veterans and their family members and/or representatives.

I had to understand and explain Department of Veteran Affairs services or procedures.

Ask clarifying questions to identify complex or vague request for VA services and information.

Accurately record details of calls and other service requests with creating a case in an expected time frame.

Utilize a multi-screen system including a Customer Relationship Management application.

Maintain confidentiality and privacy of callers.

Organize and prioritize multiple tasks.

Establish and maintain effective communication and working relationships with VA employees, outside agencies and the public.

CLAIMS RECORDS ANALYST 05/2023 to 02/2024

Getix Health, Sugarland, TX

Remote Position 100%

Assist in the daily reviews of claims in the document management systems and monitor inbox for action items

Monitor the record management sites for all new activity to ensure document management standards are met and perform updates when needed

Provide reports for tracking open and closed claims of all workflow and other metrics

Prepare reports and correspondence, also report accurate status updates on cases/claims in the workflow

Performs other duties as assigned.

CASE MANAGER 09/2022 to 05/2023

Movate (Hyundai), Plano, TX

Remote Position 100%

Offered client support to cases, and managed caseload of 75 + records

Confirm receipt of cases with clients review and evaluate data, and research data while accurately entering updated information into the database

Creates tasks based on case needs and follows up with third parties on case status if the case requires parts to be ordered for repairs

Track the status of the case and keep the client updated on case details and changes

Manage cases from start to close in a timely manner

Prepares reports and correspondence as well as refund checks of credits when needed.

Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.

Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.

Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.

Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.

HOUSING CASE MANAGER 10/2021 to 09/2022

Witt O'Brien, Contactor for Rhode Island Housing

Remote Position

Enhanced client self-sufficiency through the coordination of relevant community resources and services.

Improved client housing stability by developing individualized case management plans and providing ongoing support.

Monitored and tracked client progress through comprehensive case notes, utilizing data to inform program evaluation efforts and adapt services as needed.

Contributed to the overall success of the housing program by participating in regular staff meetings, sharing feedback and suggestions for improvement.

Developed effective time-management skills while juggling multiple caseloads concurrently without sacrificing quality of care provided.

Process rental assistance and emergency homelessness housing cases due to the COVID-19 pandemic

Educated clients on case processes, researched, and verified documentation, evaluated cases, inspected cases for fraud, and resolved issues with the State Housing Department when needed

Prioritize cases based on need if the client was facing eviction or loss of utilities

Maintained an updated spreadsheet of case status reports daily, created a tracking system within metric and policy, and scanned/uploaded/indexed documents as received to the database

Ensure information is accurate and cases are processed in a timely manner under HUD policy.

CUSTOMER SERVICE/CUSTOMER SERVICES/CASE MANAGER SPECIALIST 01/2020 to 10/2021

Deloitte Contractor (MSDE Maryland Childcare), Rockville, MD

Severed as the QA Case Manager on a cross-functional team in multiple departments, and work with a wide range of daycare providers in the State of Maryland

Worked on a team that implemented improvements to the process of case management and increased efficiency and process time of case workflow

Successfully identify weak points in case management processes

Collaborated with MSDE and case managers on systems changes, updates, records information, and training

Ensure the cases were reviewed and evaluated in compliance with MSDE regulations and corrected any non-compliance issues right away

Managed batch work, analyzed, summarized and collected data to report to Deloitte and MSDE

Performed audits of the batch workflow to reduce non-compliance cases, and followed rules, ethical standards, and professional conduct codes to promote a healthy work environment.

Demonstrated empathy and compassion towards clients, establishing trust and rapport necessary for successful case management outcomes.

Educated clients on their rights, responsibilities, benefits options, helping them make informed decisions about their cases moving forward.

Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.

Maintained detailed records of client interactions, ensuring accurate documentation for future reference.

Developed working relationships with internal and external customers while assisting with account management duties.

Provided support during peak periods, effectively managing workload to avoid dropped calls or missed opportunities.

Managed high call volumes while maintaining a calm demeanor and professional attitude under pressure.

Investigated and resolved customer inquiries and complaints quickly.

STORE MANAGER 06/2018 to 01/2020

Extra Space Storage, Washington, DC, and PG County Locations

Assisted the District Manager with maintaining records, updates, and changes in all stores within our operating district

Maintain and update reports, spreadsheets, budgets, expenses, and reconciled any errors

Draft and edit memos, reports, and proposals

Perform clerical tasks, and manage, perform, track, and audit auctions at store locations

Travel within the MDV area to different locations to perform auction tasks or assist with ground inspections

Coordinated and scheduled meetings for DM and storefront staff

Perform other tasks as needed.

EDUCATION

University of Phoenix, Phoenix, AZ

M.D., Science/Administration of Justice And Security, Expected in 12/2025

I will start on my Master's in December 2023 to prepare myself for a leadership role in public service developing my skills with administrative training, policy development, and problem-solving skills.

Dean's List for the first half of calendar year 2024, master's degree program with final GPA of 3.93

Relevant Coursework: AJS/534 Organizational Administration in Justice and Security

Professional Development: AJS/544 Ethics in Justice and Security

University of Phoenix, Phoenix, AZ

Bachelor of Science, Public Administration, 12/2023

Completed studies in November 2023 with a GPA of 3.15 also made the Dean's list and was accepted into The National Honor Society of Leadership and Success.

Dean's List for the second half of the calendar year 2023, bachelor's degree program with final GPA of 3.73

Relevant Coursework: BPA/221 Critical Thinking and Decision Making in the Public Sector

Relevant Coursework: BPA/421 Organizational Behavior and Ethical Responsibility

Relevant Coursework: BPA/431 Leadership in the Public Sector

CERTIFICATIONS

Introduction to Incident Command System, ICS-100, FEMA, 2022

Basic Incident Command System for Initial Response, ICS-200, FEMA, 2022

Emergency Planning, IS-235.C, FEMA, 2022

Cooperating Technical Partners, CTP, IS-2101, FEMA, 2022

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