Support Specialist Customer Service

NATALIE TORRES

OBJECTIVE

To obtain a position as a Front Desk – Guest Experience where I will utilize my customer service skills, organizational skills, judgment abilities and decision skill making in an executive capacity to contribute to Burke Williams.

SKILLS

I know how to use Microsoft Word, Microsoft Excel and Outlook. I can offer great customer service, dependable employee and adapt well

NATALIE TORRES

EXPERIENCE

SENIOR CHILD SUPPORT SPECIALIST • COUNTY OF ORANGE • DECEMBER 23, 2005 – PRESENT

In my current position, I utilize internal and external computer systems to access and input data to facilitate the management of child support cases. I work on the Customer Service Team B where I deal directly with the public. I handle a variety of different transactions and consistently interview customers in a timely manner while providing excellent customer service skills. In striving for excellent customer service my customer surveys consistently receive the highest-ranking score of extremely satisfied, professionalism, knowledge and friendliness. While interviewing customers I continuously validate and update customer information which assist in keeping our records current. I thoroughly explain payment history to the customers because I want them to understand their cases and if needed, I will solicit a payment thus making my payment collections for the year $178,539. As an employee in customer service I assist with California Driver License release, bank account levy, payment questions, assistance with filling out forms, stipulation on arrears payment, lien release, passport releases, amending income withholding orders, verifying health insurance hardships and community resources referrals. 75% of the customers I interview are receiving community resources referrals. I constantly focus on achieving accuracy by proofreading all my work. For the year I processed 14 Stipulation and Orders. I achieved this goal by assessing each case assigned to me, contacting the customers by phone or in person, discussing their court orders to both parties, assisting customers in agreeing on a payment that was affordable for their arrears, asking the other party if they would agree on this amount and finally processing an order. These cases can be complex because some of the parties never received payments so getting them to agree on a payment could be difficult. But taking the time to explain the process of stipulation on arrears and allowing them to see this could help them get their case back on track allowed them to see that this could benefit both parties. While working as a Child Support Specialist I was able to train newly hired coworkers with the procedures and process of customer service. I do believe my organizational skills assist me in reaching my goals, my initiation to take on challenges allow me to strive for more, and teamwork to be a positive employee with my coworkers all allow me to excel as a Child Support Specialist.

In my previous position with Child Support, I verified cases were calendared utilizing Superior Court Banner and Child Support Enforcement databases (CSE); mail service copies of moving papers to appropriate parties; generated Proof of Service (POS) and routed to the clerk's office for filing; locate files for continued matters; mail serve letters notifying parties of upcoming court dates. On matters involving out of state litigants, I coordinated with Lamoreaux Justice Center Family Law Court Clerk to request a telephonic hearing. I mail served the telephonic instructions to the party; updated the Consolidated Calendar System (CCS) and input the telephonic hearing information. I successfully prioritized when faced with requests and deadlines by processing the files within 1 business day.

I received the Responsive Declarations for each motion signed and approved by the attorneys. I generated a Proof of Service by Mail in CSE and determined the appropriate actions before forwarding court file to the paralegal for the upcoming court date.

I also use and am proficient in Automation Anywhere (AA), CCS, Microsoft Excel and Microsoft Word and utilize these programs as part of my assignment. In AA, I create worksheets for other party motions or child support motions, extracting information from the programs for each case from CSE. I then merge all files.

As an attorney clerk, I am constantly analyzing child support data while working the OnBase virtual mailbox. We no longer physically receive mail. The mail is scanned and then indexed to our team. Then I determine who requires this mail and the importance. Finally, I import documents to the appropriate team in legal.

I keep myself informed of Community Resource Center information by reviewing e-mails and their monthly calendar.

If an issue arises, I display an ability to solve problems, think, reason and learn. When the opposing attorney’s information did not populate on the Proof of Service and we could not mail serve them properly. I initiated contact with Policy and Process Team and worked to test different cases in CSE. Meanwhile, I came up with an alternative solution so we could mail serve documents to the attorneys. While working in Legal, I have learned many assignments and taught other employees.

The Workers Compensation desk was an assignment that I learned, was assigned to, and trained a peer for them to take over. This included reviewing cases to determine if they were active or inactive, then contacting Worker Comp attorneys, insurance carriers or accessing the Electronic Adjudication Management System (EAMS) website to collect confidential or medical information and reviewing case notes to determine status and move the case towards completion. I was instrumental in the current process of filing liens into EAMS using the required EAMS Optical Character Recognition (OCR) forms to prepare Cover Sheet, Separator Sheet and Notice of Allowance of Lien. I mail served the lien to the Workers Comp Board, attorneys and insurance companies. The final step was updating the Workers Comp log in Excel with the date case was received, the case number, the paralegal assigned to the case and when I completed all actions. I also took on a Workers Comp project. This consisted of imaging 900 Workers Comp files. I prepared a presentation to train various group sizes of my peers. I provided a handout with instructions on how to complete each task. I asked a paralegal to go over my handouts before training to make sure I didn’t leave out information. During the training we processed three case examples over the projection screen. I received great feedback from my peers. They felt that I broke down each step-in simple term and were able to complete the assignment. I was very assertive and quick in answering their questions. They knew they could email me and schedule a time slot to go over their questions or review files and check the accuracy of their work. Activity Log case entries were made for all cases. The active cases were imaged in CSE and the inactive cases were closed. Closing a Workers Comp case entailed inactivating all indicators in CSE, mailing out closing letters to the non-custodial parent's attorney, insurance company and Workers Comp Board.

Upon assuming the Bankruptcy (BK) desk assignment, I created a tool book and trained my predecessor. My daily responsibilities included accessing BK’s Public Access to Court Electronic Records (PACER) database to process mail and determine when to inactivate BK indicators in CSE to allow for next appropriate actions; mail service of the BK proof of claim to the U.S. Bankruptcy Court, BK trustee, non-custodial parent and BK attorney; accurate activity Log entries and files were required on all BK cases in CSE. I maintained the BK log with confidential information to avoid federal automatic stay of enforcement sanctions.

I prepared a Notice of Motion for Modification and Motion for Judgment through CSE. I calendared cases for court hearings on the Calendared Court System and in CSE. Maintained a balance between the amounts of cases going to court each day. Prepared and mail served copies to all parties involved and sent unconfirmed documents to clerk's office for filing.

Received files from the incoming shelf from the previous court date and worked follow-up. Looked in CSE at attorney notes and saw actions requested. Calendared in CSE and the CCS continuance dates. Prepared and mail served Notice of Continuances to all parties involved for the new court date. Prepared civil subpoenas for parties where the attorneys requested them to be personally served. Routed files to the Paralegals or COST Teams for workup. If no other actions needed, then purge file.

I was responsible for scheduling parties for genetic testing. This included scheduling the appointments for parties, preparing the appointment letters and entering the appointment information in the CSE Event Registry and Activity Lists. When parties were collected, I was responsible for updating the information whether the parties were collected or if they failed to appear for their appointment in the CSE Genetic Testing Results List. Always maintained open communication with the laboratory that handles our collections. Genetic test schedules were faxed bi-weekly to the laboratory and updated after the parties have been collected.

Another assignment was the Answer to Complaint or Supplemental Complaint Regarding Parental Obligations. Received filed Answers from the Non-Custodial Parents, prepared files for the Answer, logged the case info into Excel, created an Activity Log Case entry in CSE and organized them on a shelf for review by a Senior Caseworkers. Received unfiled Answers and sent copies to clerk's office for filing. Upon return of these filed Answers then I would create files, log the case info into Excel, created an Activity Log case entry and organized them on a shelf for review by the Senior Caseworkers.

In 2011 I was assigned to review the California Insurance Intercept Program (CIIP) list. I verified the status of the lien listed through CSE. I reviewed the match to determine if enforcement action should be pursued and inputted insurance information into CSE so payments would process. I reviewed 25 CSLN cases per week to ensure all CSE tasks were completed. If the criteria were not met on the issued liens, then I documented the reason for CSLN credit refund. I reported all cases where CSLN info was closed. I returned list at the end of each week to a paralegal and we verbally discussed the list. The paralegal would then take the list and complete their actions. I completed this project and displayed that this assignment could be taken over by our team. I trained a peer of mine and this assignment is completed weekly by an attorney clerk.

When I first started in the Legal department, I was responsible for checking in the non-custodial parent, custodial parents and private attorneys at the courthouse using the Legal PACS Automated Check-in System. This system involves entering the parties name and the time of arrival into a program; the program assigns the parties a number so that a Senior Child Support Officer which will be interviewing the parties can do so in an expeditious manner. I referred customers to community resources One Stop or Facilitator’s Office.

I was also responsible for answering the Legal Phone line, handling all calls from non-custodial parents, custodial parents, attorneys and court clerks regarding upcoming court dates, continuances, genetic testing, general legal questions and also screen calls for the paralegals, attorneys, supervisors and managers. I provided resource referrals to callers such as the Facilitator’s Office.

Updated the CSE computer system with the Substitution of Attorney information when parties have hired a private attorney to handle their matter or if the parties are no longer being represented. Also updated the Participant screens with change of address and/or change of employer information.

SERVICE SPECIALIST II • AUTOMOBILE CLUB OF SOUTHERN CALIFORNIA • DATES FROM MAY 2001– DECEMBER 2005

I worked at the Automobile Club from 2001-2005. I recorded and resolved member’s complaints, processed membership and insurance payments, sold products, answered phones and updated customer’s address information. I completed Department of Motor Vehicle (DMV) transactions such as vehicle registration and transfer of vehicle ownership. I assisted customers with duplicate stickers and registrations. I registered vehicles from out of state and assigned California plates. All these transactions required me to fill out DMV forms correctly and inputting the information into the DMV database. Finally I routed customers on their road trips and suggested points of interest by including a highlighted map with directions.

EDUCATION

HIGH SCHOOL DIPLOMA• 2000 • MATER DEI HIGH SCHOOL

VOLUNTEER EXPERIENCE OR LEADERSHIP

At the County of Orange, I assisted my supervisor with managing a team of case managers. As a Senior Child Support Specialist, I had case managers come to me with questions on how to manage their caseload, review their work and complete data reliability, assist on their caseload if they were inundated, and led meetings for upcoming changes.

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