Customer Service Manager

Location:

Lutz, FL

Posted:

June 12, 2018

Contact this candidate

Resume:

Dorothea A. Walsh (Dee) ******@**********.***

**** **** ***** *****, ****, Florida 33549 **********@*****.***

(810) 858-7430C 813-***-**** H

My strengths:

Organized * Excellent Coordinator

Self-Motivated * Problem Solver

Effective Director * Dynamic Personality

SUMMARY OF QUALIFICATIONS:

Thirty-seven years of experience, in office administration roles, Courts, Executive, Military, Hospital Administrative. Income Development Director for St. Lucie and Okeechobee Counties for the American Cancer Society, Stuart, Florida, non-profit organization and Patient Services Representative for Martin, St. Lucie, and Okeechobee Counties. Involved in the development of the Look Good, Feel Good Program, for women with cancer, in Stuart, Florida; working closely with hospital administration and volunteers to make the program a success. Monthly attended and supervised volunteer meetings for many other support groups, and actively participated in fund raising events throughout the year, in three counties.

Detail-oriented and conscientious with meeting all deadlines with an ability to analyze situations and provide creative solutions. I am experienced as an office administrator in communicating professionally with attorneys, upper level staff, of any level. Work closely with Senior Directors, Civil Courts, to provide support to all Managers, Court Team Supervisors and Court Clerks, for six departments. Handle process of employee records and submission of documents to Human Resources with confidentiality.

My work ethic is excellent, along with a strong sense of personal responsibility and a commendable track record of public service. I am highly recommended for any project and a self-motivated individual, with outstanding results.

Professional Experience:

2005 – to Present: Hillsborough County Clerk of Circuit Court, Hillsborough County, Tampa, Florida, Job Senior Secretary

1993-2005 – Martin County Fire Rescue, Martin County, Florida – Administrative Assistant II

1988-1993 – American Cancer Society, Martin County, St. Lucie County, and Okeechobee County, Income Development Director, and Patient Services Representative

1983-1988 – Martin Memorial Hospital, Accounting Department, Medical Records, and Admitting Department

1982-1983 – St. Lucie Power Plant, St. Lucie, Florida, Wackenhut Security Guard

1982-1995 – Owner Coffee Time Company, Stuart, Florida, and worked for Executive Coffee Company, West Palm Beach, Florida, Home Office, and for ARA Coffee Company, Ft. Lauderdale, FL

State of Michigan, Full Lines Licensed, Port Huron, Michigan, Metropolitan Life Insurance Company

Farmers Insurance, Owned Office Location, Port Huron, Michigan

Michigan State University, East Lansing, Michigan, Insurance Training and Passed Exam, Full Lines Insurance Agent for State of Michigan

Education:

Indian River Community College, Ft. Pierce, Florida – Associates Degree in Business Administration and Management, and Small Business Administration Degree.

Indian River Community College, Ft. Pierce, Florida, Received College Credit for Study in Medical Terminology, goal Medical Transcriptionist.

Proficient in all facets of the business offices systems/large or small:

Oracle Procurement –Input purchase requisitions for processing and approval and processing. Complete receiving and scanning packing slip to Accounting for processing payment.

Odyssey – A Tyler Courts and Justice Solution – Website used to enter documents by scanning, e-filing. Use system to enter event listing of mailings for certified and/or registered mail, specific to case file, docketing copy requests, payments for cases. Proficiently 11 years.

Web-Link - Primary link used to contact Facilities for all building maintenance, new projects, or emergency requests, all department repairs (painting, electrical, plumbing, carpenters, and carpeting), with Hillsborough County Facilities Division. Have direct link to Trades Superintendent and Facilities Superintendent.

Help-Desk – Input request for IT to provide service for installation, repair or removal of digital equipment to include, laptops, monitors, scanners, various types of receipt printers, desk top printers, and stand-alone copiers, head sets, overhead monitors for public information from Kiosk center, surplus equipment.

Microsoft Outlook – Email all areas using systems, updating calendars, creating file folders for organizing information, contact information, and daily task listing for projects. Use this tool effectively daily.

Microsoft Word – Create correspondence in Word for communication for Directors and Supervisors for distribution to department employees and Clerks office. Complete documents for review and approval to various funding accounts, completed on yearly basis, and as needed for purchase or transfer of Capital Expenditure equipment within the Clerks Capital Projects Accounting System. Prepare minutes for CJIS Committee Meetings, attended by department heads or representatives from Sheriff, Tampa Police, State Attorneys offices, and Clerks Deputy Chief, focusing on security of all internet systems regarding input of records for Hillsborough County.

Microsoft Excel – Create spreadsheets for information requiring numerical totals or other information requiring description of items. Complete and create Excel forms as requested.

Court Business Center – (In House Printing Business for Court) -Order packets of various documents for sale within department to public. Packets include Eviction Landlord Tenant, Small Claims Packet and Unlawful Detainer. Update forms yearly for next year’s calendar of holidays included in various packets. Forward update to web staff member to input in form available on line.

Create and Prepare Partial Receiving Forms: Created forms for signature and approval for payment of invoices to Accounting Department. Created form in Microsoft Word.

Audit of office equipment: Twice a year, all Courts Departments, in person to all departments and by email to responsible personnel.

Audit of office supplies for ordering: Monthly, coordinate with Purchasing Manager and Court Operations.

Prepare documents: for signature and approval process by request of the Senior Director, Civil Courts: Courts Related: CARF – throughout the year; CDU Service Agreements (Central Depository Unit Agreements) – Yearly; Multiple Fixed Assets (FAACS) Action Requests, Finance – Yearly; Surplus Equipment log for pick-up of old equipment or furniture. Responsible to complete all new hire or promotional interview processes: contact, schedule calendar and complete all forms for interviewees and Directors. Process results confidentially to Human Resources.

References:

Bonnie Rushing, Director, Phone Center, Hillsborough County, Clerk of Circuit Court

Michelle Lorentson, Manager, Court Processing Center, Clerk of the Circuit Court

Chris Robinson, Owner, Tampa Bay Home Pro, Lutz, Florida

Additional References upon request

Work Preference: Full-time – (Will Consider Part-Time Commitment)

Pay Rate: $11.00 +

Shift: Preference: 8 a.m. to 5:00 p.m., open to opportunity

Distance: Pasco County, Land O Lakes, Lutz, FL - 20 + mile range

Identification: XXX-XX-9543

Contact: **********@*****.***

Cell: 810-***-****

Home: 813-***-****

What I Do!

Title: Senior Secretary, Deputy Clerk, to Senior Court Director, Civil Courts

Worked for County Civil Department Director, Bonnie Rushing, for 11 years, in the County Civil Department, located at 800 E. Twiggs Street, Edgecomb Court House. Worked under the direction of multiple Directors during the transition to the current reorganized department of Customer Service Center.

Assistant to Dana Caranante, Director, Court Processing Center. Clerk of the Circuit Court staff included four Managers and two Court Team Supervisors, and fifty-five clerks; Deputy Clerks, Court Clerks, processing cases, attending court, mail processing for distribution and foreclosure.

Assistant to Keith Buss, Director, Social Services and Related Court Processing, and Jury Services. Staff included two Managers, and 45 staff members handling Child Support, Domestic Violence, and Mental Health cases.

Reorganization of the Clerk of the Circuit Court offices began approximately four years ago. Department’s that required filing of documents and payment of fees, were selected to be conveniently located in one location, known as the Customer Service Center. The Center provides services Civil, Circuit, Criminal, Felony, Traffic, Foreclosure, Child Support, Probate and Probation needs with a full staff of seventy-five clerks, six Managers, three Court Team Supervisors, and the Senior Director. The department encourages the use of the Hillsborough County Clerk of the Circuit Court digital on-line website. The state of the art Phone Center staff process payments, transfer calls, and effectively handle questions and concerns. All departments are team based. They focus to serve the public involving Hillsborough County, Clerk of the Circuit Court.

During inception of the reorganization of the Clerk’s office, the Hillsborough County Sheriff Office, Probation Division, relocated to the Customer Service Center area and established a department that works closely with the department. The convenience of these two departments closely linked has proven to be a benefit to the public citizens who are required to pay fees involving the Courts. I was instrumental in helping to develop the department with our Facilities Department, overseeing the progress daily to completion.

During the reorganization, as Assistant, I was on the front lines helping to implement and organize work crews on site, during and after normal working hours. This required attention to detail and coordination of information to Director, Managers and staff. I coordinated the work efforts with removal of old cubicles spaces, digital equipment, rebuilding walls, painting, and the combining of the Customer Service Center with the Probation Department, Hillsborough County Sheriff Office. This area had to be built out with cubicles, electrical installation, and completion of offices for the Lieutenant, Director, and Manager, coordinating all work through the Web-link site for the Facilities staff to complete repairs and paint of all areas. The HCSO Department has forty staff members, Director, Lieutenant, and a Manager.

The public that visit these two departments daily area are in the double digit. I assist the Director, Managers and Court Team Supervisors, with telephone coverage, Microsoft Outlook email correspondence, preparing spreadsheets as requested using Microsoft Excel, completing audits for equipment, preparing Purchase Orders requisitions using Oracle Procurement process for ordering supplies, equipment, and new year Blanket Purchase Orders for Maintenance Agreements, CARF preparation for Accounting and Financial approval, supporting a staff of cashiers, copy clerks and public view clerks, with office equipment maintenance, supplies, and the coordination of vendors for maintenance services. I use the Help Desk to coordinate phone installation, computer upgrades; new employee information through the IT department. As equipment changes with the IT department, I coordinated the transfer of laptops from CSC to IT digitally. Fully responsible for maintenance and service contracts for all digital equipment, i.e., phones, scanners, copiers, desk printers, and network server Konica printer maintenance in multiple departments. Prepare certified and registered mail for Mail Services, tracking all information in Excel for monthly audit. Using Web-link, I am the main contact for the Facilities department which handle all repairs, painting, plumbing, spills, carpenters, needed to keep the Edgecomb at all times, in the upmost well-maintained state.

I have assumed the position of secretarial duties for numerous departments during the process of the reorganization, and working under the Senior Director, and three Department Directors; continuing to perform my duties and responsibilities professionally while supporting the Directors and staff members for four departments. This includes and is not limited to: correspondence, equipment maintenance, audits of equipment for replacement and tracking which helped to ensure the success of the new self-serve Customer Service Center. I was utilized throughout this process as the go to person on site. I have held the position of Senior Secretary many years with Hillsborough County, and been utilized for my abilities and skills to monitor and create a good working environment, even under the stress of moving staff, equipment, and rebuilding of areas to new environments. Personnel are always my upmost importance for the need of staff and upper management.

I always work well with any staff members and upper management personnel, promoting harmony and a work environment that is pleasant and welcome. I use my organization skills to provide superior administrative support for over four years in our new departments. I work directly with the Kathleen Rocamora, Senior Director of Civil Courts, Customer Service Center. Under the Director’s direction, I complete all correspondence requested efficiently, perform all actions requested to move and install new equipment, employees transferring from one department to another, using all methods of communication, phone, computer, Outlook,.

Key departments:

Customer Service Center (CSC), Civil, Circuit, Probate, Traffic, Child Support, Juvenile, Public View and Copy Clerks, combined serve the public with thirty-eight windows of service. In addition, three Kiosk areas are located at the front entrance inside the court house, staff with three clerks, supporting all public citizens. This area is paramount to the success of the department as customers are given a digitally printed slip designating the proper clerk for handling their specific at cashier or Public View windows. The newly installed overhead monitors enhance the on-site system effectively.

Court Processing Center (CPC) incorporates are areas of the Court, Civil and Circuit directed, Court clerks, docketing, scanning, e-filing, foreclosure, redaction of cases, and the Archive department, which locates requests for old case files.

Social Service Related Processing Center (SSRPC) encompasses Probate, Jury Services, Mental Health, and Domestic Violence.