• Oversee and support a team of 3 office supervisors, and 40 staff in administrative duties in the office and the office is operating smoothly.• Keeps management informed by reviewing and analyzing special reports: summarizing information; identifying trends.• Identify opportunities for process and office management improvements, and design and implement new systems.• Coordinated all office operations, including financial operations, CIR phone operations, regional chat staffing, money handler operations, email, and mail correspondence.• Maintains office staff job results by coaching and counseling – planning, monitoring, and appraising job results.• Strategize long and short-term goals for business development based on state and federal guidelines. Determining Special Services capacity to assist alpha teams in meeting their individual team goals.• Provide leadership, consistently introducing innovative approaches to enhance performance, efficiency, and customer satisfaction.• Next #1 Lab participant and project lead for regional ambition that developed on going micro training workshops.• Pilot Team member for the Language Line Service.• Region 9 resources for hardware installation and software command center representative for rollout of new products.• Assist team supervisors in the development of staff development plans that promote increased responsibility and growth.

• Managed onboarding and training of new employees and independent contractors.• Responsible for managing schedules, tasks, risks, and resources using agency system and server management tools.• Planned, coordinated, monitored, and directed all field office operations and activities for Team A.• Ensured swift resolution to customer issues and concerns while complying with state and federal guidelines.• Planned, measured, and reported on the status of agency production to regional management.• Provided leadership and consistently introduced innovative approaches to enhance performance, efficiency, and customer satisfaction.• Delegated daily prioritization tasks due to business requirements.• Ensured security and confidentiality of sensitive and/or protected information.• Attended Annual National Policy Forum on Diversity, Equity, and Inclusion.• Established individual productivity and quality metrics to compliment new state chat feature specific metrics.• Resolved customer complaints and addressed concerns with employees.• Individual NCSEA member on Diversity, Equity, and Inclusion subcommittee and the Leadership symposium committee.

• Addressed escalated service calls using diplomacy and tact, ensuring that customers’ needs are addressed to maintain customer satisfaction and retention.• Established new processes and procedures that were used in new hire training as well as codified established rules of conduct for existing employees.• Monitored court petition to ensure they met all legally sufficient standards.• Prepared, drafted, and negotiated court orders through the authority granted by the Texas State Legislator.• Explained Child Support Program policies, procedures, and regulations to customers.• Addressed all state referrals from customers.

• Analyzed support order information as to accuracy and completeness.• Coordinated knowledge and resources of other internal specialists.• Voluntary payment reviews: verify payments, obtain copies of court orders attached to those payments, and process the payments after order entry.• Evaluated caseload for closure, within state mandated guidelines.• Expedited approvals for payments through state office.• Processed customer reimbursement requests, ensuring court orders are administered properly.• Provided administrative support to the Assistant Attorney General’s and Child Support Officers in research, analyzing, and reporting while having high discretion.

• Composed and revised legal documents for attorneys, including letters, dispositions, and court filings.• Answered direct attorney phone lines and acted as a liaison between the AAG, customer attorneys, and customers.• Voluntary payment reviews: verify payments, obtain copies of court orders attached to those payments, and process the payments after order entry.• Ensured legal documents were processed and handled in a timely and efficient manner to comply with policy and deadlines set by the court.• Filed documents through a web database.• Enhanced customer relationships in person and by phone with sensitivity and confidentiality.• Trained and mentored interns and new hires.• Negotiated payment on past due accounts, with a $10,000 collection within first three months of hire. • Managed special set calendar both on TXCSES and on regional calendaring tool.

• Developed process for detailing account summaries of program participants.• Point of Contact for all eCommerce credit card transactions. Maintaining the system for our department and troubleshooting when necessary.• Counseled program participants with delinquent accounts to ensure continuation of services.• Managed bankruptcy accounts with merchants, as well as communicated with merchant attorneys to resolve open contractual issues. • Handled escalated supervisory calls to ensure resolution of escalating issue. • Managed all escalated skip tracing to locate an individual for fraud related contracts.• Legal Investigation for SARs reporting to the Federal Government.• Obtained documentation from merchants and credit card customers, relating to chargebacks initiated with VISA/MasterCard.• Reviewed Merchant credit reports, to determine risk associated with extending credit for lease agreements.

• Led customer service and collections specialists for both Canada and the United States.• Responsible for campus recruiting initiative for college graduates and hiring qualified candidates. • Project team member for Sabre spinoff. Moving from wholly-owned subsidiary of AMR to independent LLC.• Evaluated the ROI model submitted by Account Executives to determine whether it met company standards as those of the travel agencies.• Lead for system audits on all installation orders and financial/contractual items within the financial services group.• SAP super user and trainer for rollout of new software for Y2K upgrade from DOS platform.• Taught SAP/Fast Tracker, via Contigo for global virtual learning for telework users. • Developed the ongoing training for all incoming customer service and collection representatives in the financial services group.• Legal Investigator for SARs reporting to the Federal Government.• Provided financial guidance to the Latin American and Canadian Division during the system transition.• Reviewed Merchant credit reports, to determine risk associated with extending credit for lease agreements.