Administrative Assistant & Case Support
Resume:
Veronica Allen
Fort Worth, TX
*********@*****.***
Education
California Pacific University – Escondido, CA
Doctorate in Business Administration
Le Tourneau University – Longview, TX
Bachelor’s in Business Management
Experience
Administrative Assistant
Texas Department of Family and Protective Services 2023-2024
● Filled a niche role supporting 2 teams of investigators with a high volume and high priority caseload.
● Transformed case queue management methods to include accuracy audits.
● Managed priority workflow and case delegation for on-call investigators consistently exceeding SLAs.
● Liaise between departments routing confidential correspondence to stakeholders securely.
● Developed and maintained knowledge base articles to document standard practices and procedures.
Contractor – Engineering Tech II Lev3
Texas Department of Transportation 2022-2023
● Managed records and files with account assessments to improve documentation accuracy.
● Purged and compiled data in preparation for scanning and upload into electronic systems.
● Supported engineering-related planning, design, data collection, evaluation, and analysis activities.
● Audited and improved department estimates preparation, processing, and compliance records.
Legal Clerk – Child Support Officer II
Texas Office of the Attorney General 2018-2022
● Performed advanced payment calculations and complex case triage.
● Managed child support case accounts performing calculations and modifications.
● Scheduled court verifications, investigation visits, and staff meetings on behalf of teams.
● Calculated support, arrears, and interest for child support case enforcement.
● Organized dockets for citations, warrants, and other law enforcement actions.
Assistant Director – Housing Finance Program
NID Housing Counseling Agency 2008-2012
● Established a training program for loss mitigation tactics and industry best practices.
● Curated custom loan modifications and facilitated coordination for 1st time home buyers.
● Prepared targeted marketing and advertising campaigns to promote new client acquisition.
● Lead correspondence with lenders and litigators in foreclosure process.
● Train housing counselors on regulations and proprietary methods of dispute resolution.
● Overhauled business processes to increase efficiency and raise customer satisfaction.
Skills
Benefits Administration
Customer Service
Constant Contact
Adobe Acrobat
Medical Terminology
Project Coordination
Management Experience
Records Management
Insurance Verification
Medical Billing
Medical Office Experience
Medical Records
Medical Coding
Interviewing
Triage
Office Management
Microsoft Office Suite
Process Efficiency
Remote Troubleshooting
Litigation
Negotiation
Contracts
Research
Front Desk
Administrative Experience
CPT Coding/ ICD-9/ICD-10
Data Collection
Veronica Allen
Fort Worth, TX 76133
*********@*****.***
Professional Summary
Customer Service and Administrative Professional with over 20 years of experience in call centers, healthcare, government, and education. Skilled in high-volume call handling, payment processing, case management, and customer support. Proven ability to resolve issues, manage sensitive information, and work in fast-paced environments. Contract assignments completed in good standing. Available to start immediately.
Core Skills
Customer Service & Call Center Support
Payment Processing (Taxes, Utilities, Accounts)
Medical & Insurance Support (HIPAA, Benefits, Claims)
Data Entry & Records Management
Case Management & Scheduling
Microsoft Office (Word, Outlook, Excel)
Conflict Resolution & Problem Solving
Administrative & Front Desk Support
Project Coordination & Process Efficiency
Interviewing & Triage
Insurance Verification & Billing
Professional Experience
Administrative Assistant
Texas Department of Family and Protective Services — 2023 – 2024
Supported 2 investigative teams with high-priority caseloads
Transformed case queue management with accuracy audits
Managed workflow and delegated tasks for on-call investigators, exceeding SLAs
Routed confidential correspondence securely between departments
Developed and maintained knowledge base articles for standard procedures
Contractor – Engineering Tech II Lev3
Texas Department of Transportation — 2022 – 2023
Managed records and account files to improve documentation accuracy
Purged and compiled data for electronic system uploads
Supported planning, design, data collection, evaluation, and analysis activities
Audited and improved department estimate preparation, processing, and compliance
Legal Clerk – Child Support Officer II
Texas Office of the Attorney General — 2018 – 2022
Performed advanced payment calculations and complex case triage
Managed child support accounts and modifications
Scheduled court verifications, investigation visits, and staff meetings
Calculated support, arrears, and interest for case enforcement
Organized dockets for citations, warrants, and law enforcement actions
Provider Service Representative
BroadPath Healthcare Solutions — 2021 – 2023
Managed high-volume customer correspondence
Assisted members with benefits, eligibility, and claims inquiries
Explained coverage, co-pays, and plan co-insurance
Improved customer satisfaction through detailed support
Provider Specialist
Aetna — 2018 – 2021
Reviewed claims and provider documentation for accuracy
Resolved billing and coding issues
Collaborated with teams to ensure proper payments and compliance
Customer Service Representative (Contract)
Deluxe Corporation — Dec 2025 – Feb 2026
Handled high-volume inbound calls for property taxes, traffic citations, and utility payments
Processed payments accurately and securely
Assisted customers with account inquiries and issue resolution
Completed contract assignment in good standing
Assistant Director – Housing Finance Program
NID Housing Counseling Agency — 2008 – 2012
Established training programs for loss mitigation and homebuyer counseling
Developed custom loan modifications and coordinated with first-time homebuyers
Prepared marketing campaigns for client acquisition
Led correspondence with lenders and litigators in foreclosure process
Trained staff on regulatory compliance and dispute resolution
Improved business processes for efficiency and customer satisfaction
Career Counselor
Texas Workforce Solutions — 2012 – 2014
Assisted clients with employment planning and job placement
Managed caseloads and coordinated workforce resources
Provided guidance to veterans and families
Registration Representative
John Peter Smith Hospital — 2000 – 2006
Registered patients and verified insurance
Handled billing inquiries and payment issues
Maintained compliance with healthcare regulations
Training & Development Manager
United States Navy — 1992 – 2001
Supervised staff and coordinated training programs
Managed administrative and operational tasks
Supported medical and personnel services
Education
Bachelor’s Degree in Business Management
LeTourneau University — Longview, TX
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