Tracy Gist
Hope Mills
Summary
Adaptable and results-driven, with natural aptitude for problem-solving and team collaboration. Demonstrates strong project coordination and strategic planning skills.
Overview
16
16
years of professional experience
Work History
Program Manager
Cumberland County Department Of Social Services
11.2024 - Current
- Manage a team of trainers/Quality Assurance Analyst, Interpreters and Call Center Technicians.
- Manage and supervise administrative and daily program operations, complying with policies and regulations.
- Coach team members on professional development opportunities, contributing to improved overall performance.
- Collaborate with leadership to set priorities based on business needs.
- Build teams to address project goals and objectives for multiple projects.
Income Maintenance Supervisor II
Cumberland County Department Of Social Services
02.2016 - 11.2024
- Supervised a team of eleven Caseworkers.
- Oversaw daily operations, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Educated staff on organizational mission and goals to help employees achieve success.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
Income Maintenance Caseworker III (Lead Worker)
Cumberland County Department Of Social Services
03.2010 - 02.2016
- Assisted the Supervisor with daily operations.
- Provided classroom & hands-on training to employees.
- Conducted regular case reviews with individual employees to assess performance levels and identify areas for improvement.
- Established a strong rapport with team members, fostering a positive work environment conducive to high performance.
- Reviewed daily reports to ensure the team was on target to meet deadlines.
- Assisted with disgruntled/difficult customers.
- Assisted with workload, when needed to ensure deadlines were met.
Income Maintenance Caseworker
Cumberland County Department Of Social Services
03.2009 - 03.2010
- Determined ongoing eligibility for Food & Nutrition Services.
- Maintained ongoing cases for customers receiving Food & Nutrition benefits; addressing changes in circumstances during the certification period, processing regular recertification of benefits.
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
- Conducted thorough interviews with clients to assess their needs and determine appropriate services or referrals.
- Made referrals to appropriate services.
- Identified potential instances of fraud or abuse within the income maintenance system by carefully reviewing case documentation for inconsistencies or discrepancies.
- Managed a large caseload of diverse clients, prioritizing tasks effectively to meet deadlines and maintain organized case files.
Education
Master of Arts - Human Services (Marriage & Family)
Liberty University
Lynchburg, VA06.2008
Bachelor of Science - Business Administration
Hampton University
Hampton, VA05.1992
Skills
- Team leadership
- Interpersonal skills
- Flexible and adaptable
- Customer service
- Public speaking
- Quality assurance
- Decision-making
- Training and development
- Attention to detail
Timeline
Program Manager
Cumberland County Department Of Social Services
11.2024 - Current
Income Maintenance Supervisor II
Cumberland County Department Of Social Services
02.2016 - 11.2024
Income Maintenance Caseworker III (Lead Worker)
Cumberland County Department Of Social Services
03.2010 - 02.2016
Income Maintenance Caseworker
Cumberland County Department Of Social Services
03.2009 - 03.2010
Master of Arts - Human Services (Marriage & Family)
Liberty University
Bachelor of Science - Business Administration
Hampton University
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