Manager Customer Service

MILLY M. MITCHELL

**** ********** ***** ****: 610-***-****

Blue Bell, PA 19422 *************@*****.***

Summary

Legal Operations Professional with experience in financial and local government environments. Expertise in legal terminology and court policies and procedures. Recognized for demonstrating composure within a fast paced environment and handling multiple issues simultaneously. Excellent communicator with ability to build strong relationships across all levels of an organization. Core competencies include:

• Records Management

• Performance Management

• Project Management

• Employee Relations

• Training and Development

• Customer Service

• New Employee Orientation

• Electronic Filing

Professional Experience

WELLS FARGO BANK, Philadelphia, PA 2013-2015

Legal Operations Lead/Supervisor

Planned and monitored workflow of team members, while maintaining optimum efficiency to ensure production standards are met and maintained. Maintained operations in absence of managers to ensure smooth operating procedures. Utilized case management systems to analyze and research legal correspondence, levies and writs to determine specific course of action. Interacted with attorneys, government agencies and internal staff to resolve work related issues.

Collaborated on development, implementation and enhancement of department processes by implementing training materials for use by Legal Operations Specialists.

Provided guidance as mentor/trainer for department staff, resulted in improved team efficiency.

Collaborated on employee performance evaluations and areas in need of improvement. Resulted in enhancement of employee skills and raised production levels.

Tracked adherence to company policies, procedures and performance standards to minimize risk.

Developed Power Point presentations, including audio, covering Wholesale Banking Queue, Proper Process for Stop Payment of a check and How to Reissue Replacement Checks for Garnishment. Distributed for use by fellow Legal Operations Leads.

OFFICE OF THE PROTHONOTARY, County of Montgomery, PA 2001-2013

First Deputy/Office Manager (2011-2013)

Managed departmental activities with Court Administration, court related departments, sheriff, attorneys and title searchers for direct reporting and transmittal of client information, service statistics and fiscal information. Managed supervisors, fiscal officer and 37 Prothonotary staff members to ensure office operated in compliance with state and local statutes and policies. Administered office onboarding process and new employee orientation. Project Manager for case management and electronic filing plan.

Partnered with vendors and other parties to implement paper to digital process resulting in improved civil court filing systems for Commonwealth’s third largest county. Selected to represent Prothonotary Office at meetings with local bar association, court-related office department heads and elected officials to accomplish mutual goals.

Designed and maintained Staff Procedure Manual for Prothonotary case management system, ensuring legal documents complied with statutes and policies.

Developed performance action plans for supervisors to measure their performance and enhance overall effectiveness in managing their staffs.

Second Deputy /Assistant Office Manager (2001-2011)

Interacted with attorneys, general public and court house staff on work related issues. Ensured documents were in compliance with local and statewide Rules of Civil Procedure. Oversaw training and supervision of Prothonotary staff. Prepared yearly budget of office supplies. Investigated and resolved complaints and answered inquiries in reference to court documents. Scheduled employees to ensure proper work flow throughout office and approved time cards.

Conducted workshops and one-on-one coaching sessions, resulting in improved filing procedures and updates.

Education

Certification, Essentials of Human Resources Management, Villanova University, Villanova, PA

Certification, Paralegal, American Institute of Paralegal Studies

Bachelor of Arts, History, Edinboro University of Pennsylvania, Edinboro, PA

Technical Skills

MS Office, Oracle Reports, Prothy Viewer, Lawson, Ceridian, Power Point, Hyperion, Hogan

Professional Associations

Member, National Association for Court Management

Member, International Association of Clerks, Recorders, Election Officials and Treasurers

Member, Pennsylvania State Association of Prothonotaries and Clerk of Courts

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