Alexis Sosa
Lathrop,CA
Summary
Encouraging Leader and analytical problem-solver with extensive Child Support knowledge and background. Talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment. Talented in performing financial calculations and obtaining child support payments. Exemplary skill in resolving billing disputes, providing excellent customer service and applying payments. Committed to high quality customer care and professionalism.
Overview
12
12
years of professional experience
Work History
Child Support Specialist III
Department Of Child Support Services
Alameda County, CA
12.2021 - Current
- Responsible for handling confidential information, building rapport with customers and public, and operating within legal confines of child support program.
- Provides lead direction, training, and review of work completed by other Child Support Specialists and support staff.
- Maintains systematic, detailed and accurate case files/records and notes of activities. Works independently and exercise sound judgement.
- Analyzes factual information to solve problems, accomplish tasks and make recommendations within guidelines.
- Provide lead guidance and direction, planning, organizing, and prioritizing work of subordinate staff.
- Responsible for developing and delivering technical training appropriate for one-on-one and group settings.
- Ability to apply laws and interpret policies related to collection and enforcement of child support. Ability to Research and analyze complex legal, financial and other records sufficiently to obtain data needed to secure and enforce child support cases.
- Communicates clearly and concisely both orally and in writing. Deals tactfully and courteously with people from diverse backgrounds. Interview participants in-person and over telephone to elicit information.
- Organize assigned work effectively and manage multiple priorities.
- Establish and maintain effective working relationships with both internal and external customers.
- Use variety of collection methods to obtain child support payments.
- Maintains integrity and confidentiality of sensitive and personal information.
- Evaluated income and expense data of non-custodial parents to determine support capability.
- Drafts and composes standard business correspondence using proper English usage, spelling, grammar and punctuation.
- Calculated child support obligations and debts to initiate collection actions.
- Documented data and completed accurate updates to case records.
- Advised customers of alternative actions and strategies for debt repayment.
- Handled account payments and provided information regarding outstanding balances.
- Responded to customer concerns over phone and online.
- Generated financial statements and reports detailing accounts status
- Processed payment via telephone and in person with focus on accuracy and efficiency.
Child Support Analyst III
Department Of Child Support Services
Redwood City, CA
01.2019 - 12.2021
- Conduct orientation sessions to assess skill levels and areas of strength and weakness for newly hired Child Support Analysts.
- Evaluate success of training programs and recommended improvements to upper management to enhance effectiveness.
- Deliver group and individual training covering various child support processes and procedures.
- Develop training aids, demonstration models, multimedia visual aids, and reference materials.
- Assess additional needs based on training progress and management to meet all requirements.
- Collaborated with community program leaders and advocates to make resources accessible to those in need.
- Provide assistance for delivery of training courses by scheduling virtual meeting rooms and managing team calendars.
- Keep accurate notes and records of activities
- Provide lead direction, training, and guidance to staff performing child support casework activities, which includes offering direct assistance with public.
- Act as supervisor for administrative purposes in supervisor's absence.
- Use of Data Analytic Tool-Tableau to analyze performance measures.
- Generated and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Handled account payments and provided information regarding outstanding balances.
- Collaborated with Financial Department to ensure accurate billing of child support orders.
- Track disbursements of child support payments to ensure appropriate allocation.
- Investigate and resolve complex billing issues and account reconciliation with other and out of state child support agencies.
- Calculated child support obligations and debts.
- Evaluated income and expense data of non-custodial parents to determine support capability.
- Documented data and completed accurate updates to case records.
Child Support Analyst II
Department Of Child Support Services
Redwood City, CA
05.2016 - 01.2019
- Explain child support processes and procedures associated with establishment and enforcement of child support orders to customers; assist customers in completing forms.
- Review information from various databases to locate whereabouts of parents and/or their assets.
- Initiate correspondence to customers, organizations, and local, state, and federal agencies to obtain documentary evidence and other sensitive information.
- Conduct calls to parents who are delinquent in their child support obligation to obtain payment of support owed.
- Calculated child support obligations and debts.
- Collect Child Support Payments from parents
- Provided Child Support balances and ran monthly payment reports to verify total support owed.
- Greeted parents at front desk and engaged in pleasant conversations while managing check-in process.
- Handled day-to-day accounting processes to drive financial accuracy for monetary support orders.
- Analyze customer’s financial documents to determine child support owed and/or determine parent’s ability to pay support.
- Prepare and process legal documents such as bench warrants, wage garnishments, liens, default judgments, motions, and orders; serve legal process papers as necessary.
- Prepare information and materials for trial, conferences, findings of fact, and conclusions of law according to established norms; confer with attorneys.
- Develop and maintain contacts with other departments and agencies to obtain information.
- Provide proactive case management, issue identification and resolution.
- Reconciled child support accounts, ensured accurate billing of court orders. Investigate and resolving discrepancies with child support accounts.
- Evaluated income and expense data of non-custodial parents to determine support capability.
- Collaborated with community program leaders and advocates to make resources accessible to those in need.
Child Support Analyst I
Department Of Child Support Services
Redwoodcity, CA
09.2014 - 05.2016
- Maintain and manage caseload. Multi-task while meeting competing priorities and be detail-oriented in keeping case information up to date.
- Read, understand, interpret, apply, and explain technical laws and legal procedures.
- Analyze information and situations; and use sound independent judgment to make decisions and determine appropriate courses of action, including recommending legal actions.
- Interpret court orders.
- Analyze, resolve, and reconcile child support accounts.
- Organize, manage, and monitor cases, and maintain accurate records and statistics.
- Deal tactfully and effectively with individuals who may be emotional, hostile, or irate.
- Communicate clearly and concisely to establish and maintain positive working relationships with all members of organization and public.
- Conduct in-person and phone interviews of customers to gather detailed information regarding their ability to pay and barriers they face; and assist in resolving issues to move them to compliance of their child support obligation.
Child Support Customer Service Specialist
Department Of Child Support Services
Redwood City, CA
06.2010 - 09.2014
- Answer calls from child support customers and use available resources to answer inquiries.
- Identify and determine solutions to customer problems.
- Refer cases to Child Support Analysts for action, as appropriate.
- Verify existing case data on automated system to ensure correct case processing.
- Identify problems with case data and implement appropriate solutions.
- De-escalate interactions with upset customers to resolve caller’s concern.
- Document caller’s query and response according to defined procedure.
- Conduct outbound calls as assigned.
- Perform general clerical/technical support as assigned.
- Contribute to team’s productivity goals.
- Handled account payments and provided information regarding outstanding balances.
Education
Associate of Science - Sociology
City College of San Francisco
San Francisco, CA06.2009
Skills
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Procedure Manual Writing
- Coaching and Development
- Courteous with Strong Service Mindset
- Customer Service
- Child Support Statement/Account Reconciliation
- Billing Document Creation
- Child Support Calculations
- Statewide Guideline Calculator
- Payment Collection
Additional Information
- 2021, Chair of the Department Wellness Committee- The purpose of the County Wellness Committee is to create a “Culture of Health” at San Mateo County by promoting and encouraging County employees to be their healthy best.
- 2021, Host of the Bay Area Region Child Support Collaborative Employer Workshop
- 2018-2019 Employee Events Committee Member promote fun and engaging social activities for everyone in the workplace.
- 2016-2017, Travel Story Time program volunteer sponsored by the Redwood City Public Library. Volunteered each week to read to groups of children in daycare center.
- 2015, 2016, 2017, American Heart Association "Walker" and Fundraiser.
Timeline
Child Support Specialist III
Department Of Child Support Services
12.2021 - Current
Child Support Analyst III
Department Of Child Support Services
01.2019 - 12.2021
Child Support Analyst II
Department Of Child Support Services
05.2016 - 01.2019
Child Support Analyst I
Department Of Child Support Services
09.2014 - 05.2016
Child Support Customer Service Specialist
Department Of Child Support Services
06.2010 - 09.2014
Associate of Science - Sociology
City College of San Francisco
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