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
Fayetteville, NC
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
Fayetteville, NC
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
Fayetteville, NC
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
Fayetteville, NC
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