Customer Service Call Center

Tracey Frazier

**** ****** *****,**********, **** 43040, **********@***.***, 850-***-****

Professional Summary

Supervisory Skills consist of 5 years as Operations and Consultant Manager1 over a Call Center phone team in the Customer Service Center, 2 years section supervisor in Vision Medical Re-Exam with DHMV, along with 8 months of lead work at the DHSMV Customer Service appointment center,2 years as a Senior Highway Safety Specialist as a Customer Service Consultant. I was the Assistant Lead Donor Processor for a year and. I have had 10 years of call center/phone customer service. I was a Medical Office Manager for 1 year experience.

Medical – Seeking Employment with knowledge of Medical Assisting positions, Mental Health Tech, Unit clerking, Customer service, Medical office management, Case management, receptionist, medical records, registration or billing. Phlebotomy or specimen processing.

Core Qualifications

Microsoft Office NDR

Intranet/internet Customer satisfaction

Excel Coaching and motivating others

FDLIS Problem Solving

FRVIS Effective listening

DAVID DL Maintenance

OASIS Motorists Maintenance

CCIS Personal Computer

CDLIS PDPS

Finesse Microsoft Teams Zoom

Orion Share point

Biz hubs powerpoint

Experience

State of Florida DHSMV

Operations & Management Consultant 1 10/20/2020-8/31/22

Back in Tallahassee same position

Operations &Management Consultant 1

Responsible for monitoring the Call Center Unit in general to identify and resolve issues. Provides daily assistance to the staff and Administration on daily operations on the unit. Monitor firsthand issues with programs when they go down or issues with them and report to upper Management of issues and implement resolution of issues if able to. Access daily employee performances. Prepare training and prepare for Team meeting material for weekly meetings when it is required. Access employees to refer to workshops or LDO classes to enhance their knowledge and Customer Service skills. Retrieve calls from Zoom to monitor recorded or Live calls to ensure quality Customer service is given by each Analyst. Monitor calls on a Side-by-Side basis to assist with help develop their skills to a higher level for staff members on your teams. Prepare monthly stat and side by side meeting report for supervisor monthly. Monitors and prepare Performance evaluations on a regular basis per the requirement dates. Assists on the committee to help assist with consistency of training all new hires. Conducts research by assisting a customer or an issue the analyst is having. Responsible for all team members to be sure they understand the rules and regulations, policies and procedures of the department. Work with CUIC program to monitor log in/log out and daily reports of the analysts on our teams. Monitors and maintains work files for all subordinates. Prepares and communicates formal performance expectations. Evaluates work completely for accuracy. Work well with other subordinates. Works well with CSC, DDL, DMV sections to resolve issues, if necessary to help assist a customer. Assist with difficult customers that do not want to hear what the analysts is advising them of. Assist with researching, marking record in progress and following through with record until it has been handled completely. I can communicate verbally and in writing with subordinates. Knowledge of general personal computer use and the internet. Worked on Disaster relief from home with all required equipment when we were under hurricane or storm warnings unable to come into the office. Tries to build up team morale as much as possible to keep the unit happy and help build morale. We have teleworked since February of 2020. I have communicated in with Microsoft team chats, listened to calls via my Tallahassee team members and Kissimmee team members. I am now over the Consumer Analysts 3, they are the team that takes escalated call. We work with certain roles to be able to clear records in Motorist Maintenance / Orion. We reach out to Insure CDLIS and PDSP to be able to try to assist CDL drivers in situations we need to research. I have updated Medical Certification Dot cars in an urgent situation with drivers stranded after hours when CDL is closed.

State of Florida DHSMV

Operations &Management Consultant 1 05/19 to 10/20

In Kissimmee

Responsible for monitoring the Call Center Unit in general to identify and resolve issues. Provides daily assistance to the staff and Administration on daily operations on the unit. Monitor firsthand issues with programs when they go down or issues with them and report to upper Management of issues and implement resolution of issues if able to. Access daily employee performances. Prepare training and prepare for Team meeting material for weekly meetings when it is required. Access employees to refer to workshops or LDO classes to enhance their knowledge and Customer Service skills. Retrieve calls from Zoom to monitor recorded or Live calls to ensure quality Customer service is given by each Analyst. Monitor calls on a Side-by-Side basis to assist with help develop their skills to a higher level for staff members on your teams. Prepare monthly stat and side by side meeting report for supervisor monthly. Monitors and prepare Performance evaluations on a regular basis per the requirement dates. Assists on the committee to help assist with consistency of training all new hires. Conducts research by assisting a customer or an issue the analyst is having. Responsible for all team members to be sure they understand the rules and regulations, policies and procedures of the department. Work with CUIC program to monitor log in/log out and daily reports of the analysts on our teams. Monitors and maintains work files for all subordinates. Prepares and communicates formal performance expectations. Evaluates work completely for accuracy. Work well with other subordinates. Works well with CSC, DDL, DMV sections to resolve issues, if necessary to help assist a customer. Assist with difficult customers that do not want to hear what the analysts is advising them of. Assist with researching, marking record in progress and following through with record until it has been handled completely. I can communicate verbally and in writing with subordinates. Knowledge of general personal computer use and the internet. Worked on Disaster relief from home with all required equipment when we were under hurricane or storm warnings unable to come into the office. Tries to build up team morale as much as possible to keep the unit happy and help build morale.

State of Florida DHSMV

Operations &Management Consultant 1 08/2017 -05/2019

Responsible for monitoring the Call Center Unit in general to identify and resolve issues. Provides daily assistance to the staff and Administration on daily operations on the unit. Monitor firsthand issues with programs when they go down or issues with them and report to upper Management of issues and implement resolution of issues if able to. Access daily employee performances. Prepare training and prepare for Team meeting material for weekly meetings when it is required. Access employees to refer to workshops or LDO classes to enhance their knowledge and Customer Service skills. Retrieve calls from Zoom to monitor recorded or Live calls to ensure quality Customer service is given by each Analyst. Monitor calls on a Side-by-Side basis to assist with help develop their skills to a higher level for staff members on your teams. Prepare monthly stat and side by side meeting report for supervisor monthly. Monitors and prepare Performance evaluations on a regular basis per the requirement dates. Assists on the committee to help assist with consistency of training all new hires. Conducts research by assisting a customer or an issue the analyst is having. Responsible for all team members to be sure they understand the rules and regulations, policies and procedures of the department. Work with CUIC program to monitor log in/log out and daily reports of the analysts on our teams. Monitors and maintains work files for all subordinates. Prepares and communicates formal performance expectations. Evaluates work completely for accuracy. Work well with other subordinates. Works well with CSC, DDL, DMV sections to resolve issues if necessary to help assist a customer. Assist with difficult customers that do not want to hear what the analysts is advising them of. Assist with researching, marking record in progress and following through with record until it has been handled completely. I can communicate verbally and in writing with subordinates. Knowledge of general personal computer use and the internet. Worked on Disaster relief. from home with all required equipment when we were under hurricane or storm warnings unable to come into the office. Tries to build up team morale as much as possible to keep the unit happy and help build morale.

State of Florida DHSMV

Section Supervisor Vision/Medical RE-Exam 01/2015 to 08/ 2017

Responsible for Supervising and Managing the Vision and Medical re-exam section. Responsible for training all new subordinates in all positions within the section, along with training subordinates on applications that are pertinent to laws, policies, and procedures. Responsible in motivating team players to improve the quantity and quality of work while performing routine quality checks for completeness and accuracy and reviewing findings with subordinates. (Take corrective action if needed) Inform Human Services Administrator on a regular basis regarding performances, section related problems or backlogs. I encouraged subordinates of great and quality listening skills and customer service skills. Monitored actions of subordinates to ensure all employees are following state laws, guidelines and procedures. Ensured all new laws, rules

and policy and procedures are implemented. Performed research and analysis for complex issues and provided case consultation with difficult or escalated calls /issues. Prepared correspondence, memorandums, or other communications on special cases. Maintains as liaison with other agency personnel. Consults with other agencies, medical professionals, law enforcement and others to resolve problems/issues. Conduct monthly staff meetings and approve and maintain daily attendance reports of subordinates. Maintained monthly statistical data report of work performance for review and analysis to ensure productive goals are met. Ability to determine work priorities. Skills in written and verbal communication. Ability to understand and apply rules, regulations, policies and procedures. Handel performance evaluations by the designated dates. Supervising a team consisting of 7 career service employees,1-part time career service and 1 OPS employee. Ability to establish and maintain effective working relationships with others. Ability to work independently with limited supervision. Ability to collect all information evaluate and analyze it, document workflow in EXPERT and contact customer back with results of findings. Reviewed and screened crash reports for re-exams. I worked and processed emails and faxes daily and timely manner and verified they are processed in a timely manner.

State of Florida DHSMV

Senior Highway Safety Specialist 08/2012 to 01/2015

Providing solution to difficult telephone inquiries by means of investigations, analyzing, and researching the complaints, daily assistance to Senior Consumer Service Analysts and handles escalated calls. completing detailed activity logs of customer contacts. Identifies the developmental needs of others through coaching and mentoring, document trainee performance in the performance database for supervisor review, respond to internal and external customer via emails. Skills in understanding and interpreting statutes, policies and procedures pertaining to driver licenses and motor vehicle laws. Experience using Microsoft office programs, including Word, EXCEL and OUTLOOK, Use of Florida Driver License Issuance Systems (FDLIS), Florida Real-time Vehicle Information System (FRVIS), CSC EXPERT, Internet, Intranet, Internet Records Information Systems (IRIS), Providing customer service via telephone over the telephone with a IVR

System. Knowledge of Customer Service Center policy and procedures. Ability to coach and motivate others. Ability to be tactful in difficult and stressful situations. Skill in researching, analyzing and resolving customer inquiries relating to their driver licenses and motor vehicles and intranet issues. 08/201

State of Florida DHSMV

Senior Consumer Service Analyst 07/2010 to 08/2012

Assist customers with analyzing and researching issues regarding their Florida Driving records, motor vehicle records, general knowledge questions, assisting customers, making appointments, locating offices in general area through the IVR phone system. Receive telephone calls, complaints, and inquiries under Florida Statutes. Interview responded to obtain relevant information. Research Driver licenses, titles, registrations, vessels by utilizing Expert, Iris, FRVIS, FDLIS, CCIS, DL Maintenance, Motorists Services and CRS and Internet. regarding driver license and Motor Vehicles. Review traffic reports for "at fault" parties and TCAC requirements. interpret and apply laws based on customer’s circumstances. Provide customers with explanations and resolutions to resolve issues on their records. Update activity logs on all calls and other transactions dealing with customer records. Responsible for direct investigations, coordinating research and providing information regarding statutory and department policies and procedures for keeping abreast of Florida Statutes regarding driver licensing, motor vehicles owners and operators in Florida and other states.

Review all documents required or authorized for the issuance of driver license, vessels, titles and registrations. Worked faxes that come in are scanned and used to clear customer records. I have assisted with training of new employees doing side by side and silent monitoring and charted notes on each for supervisors to follow up on progress. Each call is handled to ensure that customer goals are achieved at all levels.

State of Florida DHSMV

Senior Clerk 07/2008 to 07/2010

Working in the appointment center we received incoming calls and assisted customers with appointments throughout the state to renew their driver licenses, to get a Florida Identification card reinstating their driving record, written or driving tests, to get a driving record, advised them of required documents they needed to renew their licenses and the fees . We assisted customers when they needed special booking appointments, for example oral or audio appointments, translator appointments or extended driving appointments

Grifols Plasma Center (Biomat)

Assistant Donor Processor Lead 04/2007 to 07/2008

Assisted by working side by side with training new employees assuring they provide quality service and followed accurate policy and procedure requirements within regulations of the company. Assisted with weekly scheduling and annual training. promote customer satisfaction thought appropriate interaction and responsiveness to customer needs. Monitored and evaluated operations and provided feedback to management. Determined donor suitability though initial checking of accumulated data. Performed pre-donation medical screening in accordance with established guidelines. Performed donor medical histories routinely. Maintained all permanent files in an organized and effective manner. Accurate and thorough documentation of necessary records. Attended all required training sessions, staff meetings, ect. Maintained through familiarity with State and Federal Regulations, FDA approved Standards Operation Procedure Manuals, EMEA, OSHA, CLIA, GMP as well as internal company procedures. Maintain equipment and work area in a clean and organized manner and report all equipment in need of repair, Cross-train in other areas as required by the facility

manager. answered multi line telephone at reception desk when needed and other duties as assigned

State of Florida DHSMV

Senior Clerk 11/2005 to 04/2007

Lead worker in maintaining the Driver Licenses Appointment Center, by providing support to the employees and customers in the absence of the Supervisor. Trained new employees on incoming calls and making appointments, researching information on the internet to give them adequate customer service. Overseeing 15 employees in the section assisting with irate customers and issues that arose with phones and computer programs. Assisted with hiring process, assisted screening applications, interviewing and reference verification. Received incoming calls from field offices regarding helping make special booking appointments and driving schools. Assisted with making all the special booking appointments from

medical extended driving tests to audio /oral appointments to the translator appointments. I worked on the customer service surveys where we picked random customers that went to their appointments and asked them to complete a survey. I worked on special projects with the new OASIS helped test the program before they rolled out the new program. I was also on the group of re-revaluation of the Performance Standards and Customer service standards survey project.

Lab Corporation of America Tallahassee Florida 2006-2007

SPECIMEN PROCESSOR

Process lab specimens daily and enter patient's demographics for each test ordered. Prepared specimens for shipment each night, as receptionist was responsible for incoming patients by entering their demographics from their lab slips to be printed on LCM requisitions to have their blood drawn for lab tests. Assisted with processing insurance and personal billing transactions.

Aerotek (working for Lab Corporation) Tallahassee, Florida 2005-2006

Data entry /billing

Temporary service contracted through Lab corporation. I did data entry of lab requisitions and the billing process related to the blood draws and tests done. Worked with daily specimens entered in the computer and accessioned them to send to Tampa lab.

Federal work Study Tallahassee, Florida 2004-2005

I was a note taker for students that ADA disabilities.

Labor Line Tallahassee, Florida 2003-2004

Temporary service contracted through the Department of Corrections. Prepped medical records for scanning on a Kodak scanner. Quality reviewed each record that was scanned into the system.

Lab Corporations of America Tallahassee, Florida 2000-2002

Patient Service Technician

Checked patients in and processed requisitions with demographics information. Collected blood specimens, processed the specimens to be shipped for testing

.Federal Work Study Tallahassee, Florida 1999-2000

Worked with New Beginning Daycare on FAMU campus with 2–3-year-old, as a teacher's assistance, assisted with reading time, arts and crafts and Play time.

Manatee Glenns Corporation Bradenton, Florida 1996-1999

Mental Health Technician/ Unit Clerk

Worked one on one with patients on a Crisis Unit setting, worked with 1:1 doctors, medical records and filing, conducted daily groups within patient clients, worked with adolescents, one on one monitoring, DAP charting. Worked with varied age groups from children to elderly with behavior problems, drug addictions, mental illness, dementia and various disabilities.

Private duty care

Margaret (MIM)Leopold Long Boat Key, Florida 1998-1999

Worked 1:1 with private client, 12-hour shifts on weekends with an elder disabled female. I cooked meals, did household cleaning, bathed, dressed and transported to grocery stores, entertainment outings and exercised in the pool.

Bradenton Medical Center Bradenton Florida 1998-1999 Office Manager/Medical Assistant

I worked front and back office, appointment setting, Billing and medical records, call backs (patient and pharmacy), referrals, phlebotomy draws, medication administrations, EKG tests. In the office lab tests urinalysis, hematocrits, hemoglobin and blood sugars. Assisted physician with daily patient examinations. Inventory on all office supplies and inventory within office medications and vaccines.

Just like Family Bradenton, Florida 1998-1999

Companion/ Aide

Working with elder or disabled clients. I cooked with meal prepping, cleaning, assisted with bathing, dressing, laundry, grocery shopping, transporting clients to and from doctor appointments.

Manatee Rural Health Bradenton, Florida 1995-1997

Medical Assistant

Clinical setting did triage of patients, history and physicals, in house lab testing (urine testing, pregnancy tests, HCT, hemoglobin's, Occult blood and Accu-checks. Assisted with phone triage, referrals, medication call backs. Assisted with billing, appointment setting and EKG’s. I worked in a variety of their clinics OB/GYN, Pediatrics, Internal medicine, Acute care and the Infectious Disease Clinic.

Pizza Hut Restaurant Sarasota, Florida 1994-1996

Shift Manager Worked with day-to-day operations, waitressing, cooking, employee schedules deposits and payroll. Prepping daily prep from projected history charts from previous year and daily food requirements

Damon Laboratory (Quest) Bradenton, Florida 1994-1995

Phlebotomists

Venipunctures (blood draws) with syringes, vacutainers, butterfly needles and drew blood cultures. Processed specimens, distributing lab reports to Physician offices.

Education

Bachelor of Science in Sociology (minor in Healthcare Management) 2005

Florida State University, Tallahassee, Fla

Associate of Arts in General Education I have 33 credits towards a BSM) 2004

Florida A&M University, Tallahassee, Florida

Associate of Science in Medical Assisting 1995

Keiser College, Sarasota, Florida

Certificate of Completion in Phlebotomy 1992

Sarasota Vocational College, Sarasota, Florida

High School Diploma in General requirements 1982

Southeast High School, Bradenton, Florida

Professional Affiliations

A licensed Member of International Phlebotomy Association Since 11/92

A licensed Member of American Phlebotomy Association since 12/96

I am a licensed Registered Medical Assistant Since 03/97

A licensed member of American Medical Technologists Association since 3/97

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