Summary
Overview
Work History
Education
Skills
Timeline
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Tracy Vance-Sexton

Plainfield

Summary

Results-driven professional with 11 years of customer service experience within the federal government, bringing a strong background in handling complex, confidential documentation and supporting multiple operational teams. Detail-oriented and highly organized specialist with years of experience supporting legal operations within federal agencies, including the US Postal Service, US Postal Inspection Service, Social Security Administration and USCIS. I have adapted to managing multiple responsibilities under pressure while consistently meeting strict deadlines and compliance standards. Demonstrating my ability to provide clear, effective service and guidance to diverse populations. I am committed to upholding federal service values and ready to contribute to the US Custom and Immigration Services mission by delivering efficient, high-quality support that helps advance agency goals.

Overview

12
12
years of professional experience

Work History

Legal Administrative Specialist

DHS/USCIS
04.2024 - Current
  • Adjudicated non-sensitive, routine immigration benefits requests in accordance with the Immigration and Nationality Act (INA), USCIS policy, and applicable regulations. I often monitored asylum cases for EAD work permit eligibility for applicants. Assisted with closing asylum cases, if applicant obtained Legal Permanent Residence (LPR) status.
  • Researching and writing well-organized, complex legal decisions consistent with adjudicative standards and legislation; Responsible for researching complex immigration matters. This involves analyzing case facts, identifying applicable statutory and regulatory provisions under the Immigration and Nationality Act (INA), and applying relevant precedent decisions. I regularly maintain the Chicago Asylum inbox. I prepare written determinations and/or responses that align with USCIS adjudicative standards and policy guidance, ensuring each decision is both legally defensible and clearly articulated. For example, I recently adjudicated a situation where an applicant missed their asylum interview. The applicant was mailed a failure to appear notice and given 45-days to respond. After the applicant did not response within the time allotted, the applicant's case was administratively closed. My work supports the agency's mission to administer immigration benefits fairly, consistently, and efficiently.
  • Making final adjudication determinations on complex applications and petitions for immigration benefits; In my role, I assist with the adjudication of immigration applications and petitions by carefully reviewing case files and supporting documents to determine applicant eligibility in accordance with the Immigration and Nationality Act (INA) and USCIS policy guidelines. I analyze evidence such as identity documents, immigration history, and applicant statements to identify potential issues or inconsistencies. One recent case, I had an asylum applicant who wanted to add a dependent spouse to the pending asylum application. After review oof the required documentation, I was able to determine that some of the documents were fraudulent. As to not tip off the applicant, I was able to gather the documents and forward them to the FDNS team. FDNS was able to work with the asylum applicant to locate the person who was responsible for creating the fraudulent documents.
  • Deciding on motions to reopen or reconsider cases; I am the point of contact in case closures in asylum cases due to their failure to appear for the asylum interview, some applicants will write in to request a reopen or reconsideration in the case. A particular applicant missed her asylum as she had been hospitalized and had to have her leg amputated. The applicant provided a written letter from her doctor, photos and proof of upcoming doctors appointments. After coordinating with the scheduling team, I was able to approve the applicant's request to reopen their closed asylum case.
  • Conducting quality assurance reviews of work completed during the adjudication process to ensure productivity, efficiency, and integrity; I am tasked with processing Grant Letters (GLET) cases. I am responsible for checking all asylum case files for a complete and signed grant assessment, processed security checks, and correct I-94 cards with applicants full name, date of birth, alien number and country of citizenship. After I adjudicate the case and process the service, the I-94 card(s) and approval letter is then mailed to the applicant and the attorney of record. The files are then sent to the National Records Center (NRC) for the file to be retired.
  • Case File & Background Support: Assists Asylum Officers and upper management by preparing case files, performing background and security checks, and compiling relevant case data.
  • Documentation & Reporting: Reviews legal and case documentation for accuracy and compliance; prepares memoranda, charts, and analytical reports on case issues.
  • Administrative Operations & Systems Management: Manages record-tracking systems such GLOBAL, RAILS, processes FOIA requests and SRMTs, handles mail, and coordinates efforts across multiple support teams.

Legal Administrative Specialist

Social Security Adminstration
11.2022 - 04.2024
  • GS 7/10 40 HRS/WK
  • Analyze problems to identify significant factors, gather pertinent data, and recognize solutions regarding social security applicants
  • Plan and organize work, communicate effectively orally and in writing
  • Explain, apply or interpreting laws, rules, regulation or policies under the Social Security Act
  • Represent benefit programs before the general public and providing information through the media
  • Evaluate benefit program operations to assess the integrity and quality; or interpreting program requirements and formulating policies, procedures and guidelines
  • Adjusted established benefits and effectuating payments and using state-of-the-art computer technology to access and update information about claims

Criminal Investigative Support Specialist

US Postal Inspection Service
01.2022 - 11.2022
  • Executive Administrative Schedule (EAS) 15/A-40 HRS/WK
  • Assisted Postal Inspectors with any crimes that may adversely affect or fraudulently use the U.S. Mail postal system or postal employees
  • Worked with local post offices to remove vacant addresses out of Address Management System (AMS) in order to prevent fraudulent packages and mail being delivered and/or stolen
  • Reviewed and evaluated mail transportation programs, to assure compliance with standards for processing, dispatch, delivery, and security both domestically and internationally
  • Developed and implemented procedures aimed at addressing counterfeit stamps and postal scams via U.S. Mail

Complaints & Inquiry Clerk

United States Postal Service, USPS
01.2021 - 12.2021
  • PS3 7/AA- 40 HRS/WK
  • Accepted and reviewed over 75 daily telephone, written, or in person customer complaints regarding alleged service irregularities or employee conduct
  • Decreased customer complaints by 10% in multiple problem offices
  • Collaborated with other mailing departments, in particular Address Management Systems (AMS) to verify valid addresses and address delivery issues
  • Responsible for instituting necessary action to develop case analysis or investigation, gathering, and developing additional information pertaining to investigation as well
  • Develop all pertinent facts for analysis as to what corrective action is to be taken
  • Present analysis and recommendations to supervisors and employees in order to preclude recurrence of complaints
  • Responsible for preparing correspondence to complaints and inquiries after investigation and compete information has been obtained
  • Contact customers to resolve complaints regarding shipping domestically and Internationally
  • Report unusual or repetitive shipping issues which indicate development of a trend; prepare and submit weekly and quarterly complaint summations and analysis of that data along with recommendations for improvement in service.
  • Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
  • Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
  • Worked with transportation and In-Plant support to locate missing or delayed packages.

Business Mail Entry Clerk

United States Postal Service, USPS
04.2018 - 03.2020
  • PS3/07AA, 40HRS/WK
  • Served as Lead Clerk to provide procedural instruction and supervision to incoming employees and customers with bulk outgoing mail products
  • Ensured large mailings were delivered to valid addresses using the Address Management System (AMS) program
  • Process and maintain confidential paperwork and documents, to ensure PII is secured
  • Coordinated with USPS transportation managers and In-Plant support operations to provide expeditious mail processing and movement.
  • Successfully assisted mailing customers through use of face to face, online technology and automation tools to resolve inquiries, discrepancies and concerns, while also educating about postal products and services to help settle lost mail property claims and bulk mailing accounts
  • Generate daily and/or monthly statement letters to bulk mail customers; Respond to internal and external customer service requests; Recommend and implement new procedures to enhance workflow with management
  • Used various postal computer software to store and retrieve data
  • Followed data entry protocols, rules and regulations regarding USPS
  • Kept optimal quality levels to prevent critical errors and support team performance targets

Sales & Services Distribution Associate

United States Postal Service, USPS
01.2014 - 07.2017
  • PS3-06/AA, 40 HRS/WK
  • Assisted with shipping domestic, international, APO and DPO packages
  • Monitored US Customs and Postal Net databases for shipping and mailing updates for package acceptance
  • As lead clerk, I was responsible for maintaining current data for the Address Management System (AMS) program and providing that data to postal employees
  • Conducted outbound calls to recover missing or delayed mail and/or resolve payment issues; assisted in processing insurance claims with customers to make sure claims were properly handled
  • Worked with multiple postal software programs and databases to resolve in-office revenue discrepancies; handled customer chargebacks, resulting in at least $1M asset prevention
  • Responsible for handling cash and merchandise valuing over $500K or more daily
  • Offered assistance to customers with postal machines, products and services; also minimized wait time in line to result in 100% customer experience evaluation

Education

Bachelor Of Arts - Human Services

National Lewis University
Chicago, IL
06.2022

Associate Of Applied Science - Human Services

College of DuPage
Glen Ellyn, IL
08.2021

Associate Of Arts And Sciences - Fine Arts

College of DuPage
Glen Ellyn, IL
05.2021

Skills

  • Systematic file handling
  • Experienced with Microsoft Word, Excel, and PowerPoint
  • Problem-solving skills
  • Administrative support
  • Clear and concise communication skills
  • Independent and collaborative task execution
  • Data gathering and analysis for problem-solving
  • Customer service expertise
  • Self-directed project management

Timeline

Legal Administrative Specialist

DHS/USCIS
04.2024 - Current

Legal Administrative Specialist

Social Security Adminstration
11.2022 - 04.2024

Criminal Investigative Support Specialist

US Postal Inspection Service
01.2022 - 11.2022

Complaints & Inquiry Clerk

United States Postal Service, USPS
01.2021 - 12.2021

Business Mail Entry Clerk

United States Postal Service, USPS
04.2018 - 03.2020

Sales & Services Distribution Associate

United States Postal Service, USPS
01.2014 - 07.2017

Bachelor Of Arts - Human Services

National Lewis University

Associate Of Applied Science - Human Services

College of DuPage

Associate Of Arts And Sciences - Fine Arts

College of DuPage

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Tracy Vance-Sexton