Denessa Brown

**** * **** ***** *** ****

Phoenix Arizona 85014

Contact Telephone number: 602-***-****

Email address: acr0z1@r.postjobfree.com

CAREER OBJECTIVE:

To provide the highest quality of customer service, while maintaining effective Policy and Procedure guidelines, at all levels.

EDUCATIONAL AND SPECIAL TRAINING:

Liberal Arts/Early Childhood Education,

Phoenix College: (part time student) 8/05 – 12/2011.

Certificate: State of Arizona Fingerprint Clearance Card: Expires 4/9/2015

Business Management: (completed 1.5 years), University of Cincinnati, 1991

Focus: Business, Accounting, Interpersonal Relation.

Knowledge, Skills, Abilities:

Proficient in use of the following: Microsoft Office, 2003, 2007, 2010. Corel Quattro Spreadsheet, Ten-Key adding machine, in addition to Microsoft Word Excel. Computer Skills: Proficient typist with the computer: able to maneuver through various computer platforms while verifying demographic information on all calls. Recognize customer service as an ever-changing environment, flexiblein the ability to accept change.

WORK EXPERIENCE:

06/2006 – Present:Child Support Enforcement Officer 2, DEPARTMENT OF ECONOMIC SECURITY (Phoenix AZ)

Responsibilities include: Enforcement of a case load that includes at least 1500 cases. Resolve customer complaints, both custodial parent or non-custodial as the first line of contact. Completes request from customers for services, attend courts when necessary, attorneys regarding enforcement actions for non-payment of child support. Work with Attorney General’s office in preparing cases for court hearings. Support team members and participate in team activities to help build a high-performance team. Work directly with customers regarding settlements, release of liens, passports and levies in a timely manner. Fully explain complex child support issues and payment distribution that allows the customer to comprehend and understand the process. Review incoming correspondence on a daily basis, and documenting via computer system. Responsible for registering cases from other states, and demonstrate creativity and problem-solving skills, for both internal and external customers. Maintain paper files, records and computer files in orderly fashion so that team members can identify issues in my absence. Researches and communicates information regarding customer eligibility, provider status and authorization inquiries from callers while maintaining confidentiality.

06/2004 -06/2006: SENIOR Vault Processor, COMPASS BANK, (Phoenix AZ)

Responsibilities include: Processing large sums of monies for distribution to Compass Bank branches, as well as commercial customers. Additionally, at end of the each day balancing the vault and preparing large sums for armor truck pick-ups.

02/2004 – 06/2004: Customer Service Associate, Dillard’s Credit (Tempe, AZ)

Responsibilities included: Contacting customers by phone regarding non-sufficient fund checks, written in Dillard stores. As a customer service associates I processed the repayments and/or set-up repayment of the NSF checks. This was a bonus based position.

11/1989- 4/1999: Account Clerk 2, Maximus/Hamilton County Dept. of Human Services (Cincinnati, OH)

Responsible for preparing Financial Analysis using Excel spreadsheet for Hamilton County Court, in addition to the request from Custodial and Non-Custodial parents. Attend court hearings to explain my work and how Child Support monies should be distributed.

10/1998-4/1999: Account Clerk 2, Maximus (Boise Idaho)

Worked with Boise Child Support on contract with Maximus for 6 months, Maximus had contract with Idaho to help them prepare to pass federal audit. I was responsible for helping their debt team complete over 2,000 cases that had never been audited and should have been closed. Once the debt work was completed, I moved into the Interstate unit, and assist in responding to a large number of cases ever worked. Four women from four different state went out to Idaho, I was chosen from Ohio.

5/1999 – 12/2002: Interstate Eligibility Specialist, MAXIMUS, INC., (Cincinnati, OH)

Responsibilities include: Building relationships with other states and clients over the telephone regarding their child support cases; initiate the paperwork involved in the enforcement of child support orders. Work with other states to register, enforce orders or initiate paternity through phone contact or faxed transmittals. Respond to messages from clients, prioritize and prepare all paperwork for Court hearing and Administrative hearings. Assist in establishing team goals.

2/1981 – 8/1987: Room Attendant, WESTIN HOTELS, (Cincinnati, OH)

Responsibilities included: The cleaning of 16 rooms per day, thoroughly cleaning bathrooms, and making sure rooms were clean with the highest of quality for the guest. After 3 years promoted to Supervisor of Room attendants.