Customer Service Management
Resume:
SANDRA COOPER
**** **** ********* ***., *********, Maryland 21224
Email: sandracooper75gmail.com
SUMMARY OF QUALIFICATIONS:
• Experienced in the following legal environments: Personal Injury, Wills and Probate, Family
Law, Criminal, Immigration, Bankruptcy and Real Estate and Corporate, Child Support.
• Highly accomplished, versatile and respected paralegal with over 12 years’ extensive
accomplishments within diverse environments utilizing exemplary management, analytical,
organizational, and people skills.
• Outstanding leader consistently achieves outstanding results in challenging environments while
building and maintaining strong, loyal relations with both clients and colleagues.
• Dynamic team manager with adept experience with the following: client relations, staff team
management, human resources, legal research/analysis and a practical results focus, document
imaging, project management, and regulatory compliance.
• Highly proficient in the use of Blue Book, Quick Books, Accounts Payable and Receivable,
Reconciliations and Payroll, Microsoft Office including Microsoft Excel, Word, and Outlook.
• Demonstrated ability to communicate effectively, both orally and in writing
EDUCATION: University of Phoenix Raleigh, NC
MBA, Business Administration G.P.A. 3.85
Personal Curriculum included: Human Resource Management, Marketing, Accounting and Finance
Saint Augustine’s College Raleigh, NC
B.S., Organizational Management G.P.A 3.98
Human Resource Management
PROFESSIONAL EXPERIENCE:
September 2012-Present West Corporation Rocky Mount, NC
Operational Trainer
• Professionally conduct the training or retraining of assigned operations employees utilizing
established training guidelines, methods and materials
• Prepare for training by reading guides, performing practice presentations, and reviewing previous
trainers' documentation
• Conduct conferences and provide feedback to individual trainees concerning progress, if
appropriate
• Observe trainees to identify where they are experiencing difficulty, and take instructional steps to
clarify information
• Recommend retraining or termination of trainees according to departmental policies and
procedures
• Conduct evaluation of training assistant to assess effectiveness and to determine the need for any
additional or refresher training
• May assist with training new or temporary trainers
April 2012- July 2012 Time Warner Cable Herndon, VA
File Clerk (Temporary Assignment)
• Review Timesheets
• Process paperwork for new employees and entering employee information into the payroll system
• Verify attendance, hours worked, pay adjustments, and post information onto designated records
• Compute wages and deductions
• Record employee information such as exemptions, transfers and resignations to maintain and
update payroll records
• Process and issue employee paychecks
October 2011- December 2011 Hofheimer/Forrebee Virginia Beach, VA
Paralegal (Family Law)(Temporary Assignment)
• Drafted correspondence and legal documents pertaining to Divorce, Custody, Child Support,
Equitable Distribution
• Assembled and handled highly confidential and sensitive information. Resolved major issues
involving external client service coordination .
• Conducted small business administrative and accounting functions: file management, reception,
scheduling, billing, collections and inform clients of the status of their trust accounts
• Managed the clients trust accounts and communicated effectively with clients about deposits
• Inputed billable hours in system for clients to be billed against their trust accounts
• Scheduled hearings, depositions, mediations and client conferences
• Drafted complaints and responsive pleadings
• Prepared trial notebooks and exhibits along with other items associated with trial proceedings
• Maintained clear calendar of meetings, appointments, business trips and upcoming events.
• Coordinated conferences, meetings, appointments and preparation of material
February 2008- January 2011 Food Lion Raleigh, NC
Bookkeeper
• Operated computers programmed with accounting software to record, store and analyze
information
• Checked figures, postings, and documents for correct entry, mathematical accuracy and proper
codes
• Classified, recorded and summarized numerical and financial data to compile and keep financial
records using journals and ledgers or computers
• Debited, Credited and total accounts on computer spreadsheets and databases, using specialized
accounting software
• Received, recorded and bank cash, checks and vouchers
• Complied with federal, stated and company policies, procedures and regulations
• Compiled statistical, financial accounting or auditing reports and tables pertaining to such matters
as cash receipts, expenditures, accounts payable and receivable, and profits and losses
• Coded documents according to company procedures
• Reconciled and/or noted and reported discrepancies found in records
• Supervised front-end staff
August 2003- February 2009 Wake County Courthouse Raleigh, NC
Case Coordinator Wake County Family Court
• Provided case management to 500 or more cases per Judge
• Evaluated and resolved internal department and escalated client issues related to domestic family
law
• Conducted mediation and status conferences with clients
• Scheduled hearings, depositions, mediations and client conferences
• Drafted correspondence to clients, attorneys, courts and medical providers
• Answered phones on a multi-line system
• Worked with all Bi-Cultural Court Personnel
Deputy Clerk/Administrative Assistant to Clerk of Superior Court
• Provided extensive customer service via phone, email and face-to-face
• Processed payroll for over 125 employees
• Processed employees sick and vacation time as used or earned
• Worked in criminal and child support courtrooms assisting the Judge and Child support agency
• Developed policies, procedures and handbooks for Clerk of Court employees
• Evaluated and resolved party and non-party document subpoenas, handled responses, privilege
issues and motions to quash as necessary
• Developed and conducted discrimination and sexual harassment prevention seminars
• Recorded and logged medical records obtained via subpoena
• Set cases on Judge calendar, pulled files for court, filed legal paperwork
• Provided child support worksheets for parents
• Located absent parent and provided wage withholding when available
• Worked with absent parent on making timely child support payments per court orders
August 1999-April 2003 Womble, Carlyle, Sandridge & Rice/ Firmlogic Raleigh, NC
Office Manager
• Provided human resource management, and practice office procedures on full range of
employment matters from application through termination
• Designed, evaluated, and modified benefit policies to ensure that programs are current,
competitive and in compliance with legal requirements
• Analyzed compensation policies, regulations and prevailing wage rate to develop competitive
compensation plan
• Directed preparation and distribution of written and verbal information to inform employees of
benefits, compensation and personnel policies
• Exceeded marketing goals and dollar based quotas by $5000.00 every quarter
• Supervised coding and scanning department
• Handled all incoming and outgoing accounts (AP & AR) of over $50,000.00, bank reconciliations
and employee payroll, billing and collections
• Administer, direct, and review employee benefit programs, including the integration of benefit
programs following mergers and acquisitions
• Planned, directed, supervised and coordinated work activities of subordinates and staff relating
activities of subordinates and staff relating to employment, compensation, labor relations and
employee relations
• Trained Paralegal Staff
SOFTWARE SKILLS
• Proficiency in Microsoft Office, including Word, Excel, PowerPoint and Outlook
• Knowledge and experience in Word Perfect office suite
• Knowledge and experience with Lexis/Nexis and Westlaw, legal & business research programs
• Knowledge and experience with Blue Book and QuickBooks
• Knowledge and experience with TimeMatters and PC Law
• Knowledge and experience with Summation
• Knowledge and experience with Trial Director
• Knowledge and experience with Lifeworks Systems
References Are Available Upon Request
Contact this candidate