Tracy Zinne
Great Falls
Summary
Dedicated Customer Service Representative with expertise in resolving inquiries and enhancing customer satisfaction. Proven skills in communication and problem-solving foster positive relationships and loyalty. Experienced in conflict resolution and employee training, driving team collaboration and operational efficiency. Focused on continuous improvement and taking on additional responsibilities to support team objectives.
Overview
25
25
years of professional experience
Work History
Customer Service Advocate
HCSC Healthcare Service Corporation (BCBS)
Great Falls
06.2024 - 11.2025
- Responded to member and physician inquiries via telephone and written communication, ensuring prompt and accurate information delivery.
- Researched and processed claims and reimbursements, facilitating timely resolutions as requested.
- Worked with various lines of business, including CDHP, Medicare, Wellness, and Disease Management.
- Applied medical terminology and anatomy knowledge to streamline support for healthcare operations.
Night Auditor
Great Falls Inn
Great Falls
07.2022 - 06.2024
- Oversaw the auditing, posting, and balancing of daily financial transactions to support the hotel's commitment to outstanding guest experiences.
- Managed front desk operations during night shift and handled calls for the hotel.
- Reviewed and corrected entries made by front desk clerk during night shift using issued receipts.
- Coordinated with the hotel's accountant to report on all transactions to the manager.
- Help balance all the financial accounts in the end of the financial year, and send all the financial documents like checks, credit receipts to the bank for collection daily financial, clerks and the financial clerk night.
Sales Associate
Spectrum Communications
Great Falls
04.2020 - 11.2020
- Consistently met or surpassed sales goals in retail environment, contributing to store's revenue growth.
- Assisted customers with cable, internet, landline, and cell phone sales, enhancing overall customer satisfaction.
- Handled stressful situations with dissatisfied customers, resolving issues effectively to maintain service quality.
- Resolved technical problems with devices to enhance user experience.
- Executed service installations for customers in residential settings.
- Conduct inventory and account for monies when opening and closing the store.
- Ensured accuracy of paperwork to support operational effectiveness.
Front Desk/Night Auditor
Holiday Inn
Great Falls
08.2018 - 05.2020
- Completed night audit for guest ledgers, ensuring accurate closure of bank and cash registers while resolving discrepancies promptly.
- Oversaw night auditing of daily room occupancy and hotel revenue, contributing to accurate financial reporting.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Reviewed pending check-ins and payment processes to finalize closing procedures efficiently.
Operations Manager for Youth Services
Center for Mental Health
Great Falls
07.2019 - 03.2020
- Provides direction and supervision to staff of Youth Case Management, In-Home Services, Family Based Services, Shelter Care Group Homes, and Youth Therapeutic Group Home.
- Evaluated individual needs to determine suitable resources for support.
- Directed and supervised staff across youth case management, in-home services, family-based services, shelter care group homes, and youth therapeutic group home to enhance service delivery.
- Collaborated with a multi-disciplinary team to enhance community partnerships.
- Assisted with screening and hiring employees and completed employee performance evaluations and performance improvement plans.
- Led staff monitoring initiatives to ensure high-quality care, accurate clinical record-keeping, and optimal staff productivity.
- Works as a member of a multi-disciplinary team and promotes community collaboration and teamwork.
- Updated program training manuals and developed crisis plan to improve coordination of clinical treatment.
- Work consists of intellectual analysis and evaluation involved in identifying the capabilities, deficits, and needs of the client and determining the best techniques and ways of educating and helping them to make informed choices to develop realistic, attainable life goals.
- The client population involves working with youth and families with severe emotional disturbance.
Case Manager
Core Civic Crossroads Correctional Facility
Shelby
11.2018 - 07.2019
- Managed case assessments, classifications, and transitional services for inmates/residents to support rehabilitation.
- Communicates with external sources regarding inmates/residents on their caseload and supports family contact.
- Assist inmates/residents with becoming aware of strengths and needs in adjusting socially to their environments and facilitates the development of life skills for successful re-entry into the community.
- Assists inmates/residents with becoming aware of strengths and needs in adjusting socially to their environments and facilitates the development of life skills for successful re-entry into the community.
Customer Support Specialist
Asurion
Great Falls
05.2012 - 08.2016
- Handle incoming calls from Wal-Mart customers on service plans.
- Applied extensive knowledge in virus security and removal through restore, refresh, reset, or destructive recoveries to resolve customer issues.
- Promoted to CHD, Computer Help Desk, assisting with software and hardware issues with a multitude of operating systems, repairing hardware related issues and returning them to the customers.
- After 6 months I was promoted again to become a Program Specialist in Target and Target Tech to handle more complex callers' complaints and oversee those programs and training of CCRs with accuracy.
- Document all incoming calls, noting each issue, troubleshooting steps, and order information.
Correctional Officer
Cascade County Sheriff's Office
Great Falls
11.2000 - 03.2012
- Supervised offenders in hostile and combative environments, conducted cell searches and welfare checks, and managed safety and security procedures.
- Served six years on Jails CIRT team, leading team for two years in crisis intervention and response.
- Promoted to Corporal position in April 2007, directly supervising 17 officers and indirectly supervising 60.
- Offered the Director of Security position for the Cascade County Detention Center at the start of 2008.
- Became a classification officer in 2008, overseeing the SHU (Secure Housing Units), reviewing all inmate classifications and verifying the correctness of the book-in process.
- Oversaw the FTO program and trained all new officers on the policies and procedures of the Cascade County Detention Center standards.
- Oversaw the D.O.C. regional prison at the CCSO.
- Ensured accurate tracking and security of all state inmate property to maintain compliance with regulations.
Education
M.A. - Human Resource Management with an Emphasis in Contract Management
Arizona State University
Tempe, AZ12-2025
Bachelor of Arts - Psychology
Southern New Hampshire University
Manchester, NH, US05-2022
POST Certificate - Police Officer Special Training
Montana Law Enforcement Academy
Helena, MT11-2001
Skills
- Employee training
- Conflict resolution
- Case assessment
- Customer service
- Team collaboration
- Effective communication
- Mentoring
- Policy review
- Employee retention
- Human resources management
- Employment law expertise
- Project management
- Personnel supervision and training
- Budget administration
- Clerical support
- Office management
- Policy development
- Policy implementation
Personal Information
Willing To Relocate: 1
Timeline
Customer Service Advocate
HCSC Healthcare Service Corporation (BCBS)
06.2024 - 11.2025
Night Auditor
Great Falls Inn
07.2022 - 06.2024
Sales Associate
Spectrum Communications
04.2020 - 11.2020
Operations Manager for Youth Services
Center for Mental Health
07.2019 - 03.2020
Case Manager
Core Civic Crossroads Correctional Facility
11.2018 - 07.2019
Front Desk/Night Auditor
Holiday Inn
08.2018 - 05.2020
Customer Support Specialist
Asurion
05.2012 - 08.2016
Correctional Officer
Cascade County Sheriff's Office
11.2000 - 03.2012
M.A. - Human Resource Management with an Emphasis in Contract Management
Arizona State University
Bachelor of Arts - Psychology
Southern New Hampshire University
POST Certificate - Police Officer Special Training
Montana Law Enforcement Academy