Summary
Overview
Work History
Education
Skills
Volunteer Experience
References
Timeline
Generic

Alisa Gill

Covington,GA

Summary

Dynamic legal and administrative professional with extensive experience at the State of Georgia Department of Health and Human Services. Demonstrates proven expertise in legal document preparation and e-filing, paired with exceptional client communication skills. Recognized for enhancing customer service efficiency while adeptly managing diverse project demands and maintaining confidentiality. Career goals include leveraging this experience to drive organizational success in a challenging legal environment.

Overview

25
25
years of professional experience

Work History

Legal Secretary 1

State of Georgia DHS DCSS
Jackson, GA
11.2023 - Current
  • Company Overview: Division of Child Support Services
  • Perform legal document preparation and efiling of subpoenas, complaints, propose rule nisi, acknowledgement of service, certificate of service, voluntary dismissals and motions
  • Notarize documents for agents and clients
  • Efile and print documents in Govlink
  • Review and print documents from Peachcourt
  • Maintain documents and files for active cases, current legal proceedings and incarceration cases
  • Work with court clerk and sheriff offices for sheriff service packets
  • Update court Calendars and review files to ensure that service and case status is updated
  • Work with SAAG and Judicial staff to ensure that all documents are signed and filed timely to ensure legal process
  • Perform miscellaneous duties as assigned

Economic Support Specialist II

State of Georgia DHS DFCS
Lawrenceville, GA
01.2023 - Current
  • Company Overview: Department of Family and Children’s Services Special Operations Unit
  • Review client eligibility parameters for eligible Family Medicaid and SNAP programs
  • Process application intakes, renewals and/or changes utilizing appropriate criteria and policies consistently according to guidelines
  • Utilize all tools and resources to work independently with limited supervision to process case load assignments
  • Determine initial and ongoing eligibility for Family Medicaid and SNAP cases efficiently and ensure that SOP guidelines are adhered to
  • Educate clients on their Rights and Responsibilities as well as the Georgia Gateway Customer Portal Self-Service
  • Contact clients via telephone to answer questions and resolve customer concerns
  • Review and update case notes on customer contacts and to provide complete and correct information
  • Provide stellar customer service for both internal and external customers
  • Department of Family and Children’s Services Special Operations Unit

Administrative Support 3 Team Lead Special Operations Unit

State of Georgia DHS DFCS
Lawrenceville, GA
07.2021 - 01.2023
  • Company Overview: Department of Family and Children’s Services Special Operations Unit
  • Calculate income, family size and shelter expenses to screen for expedited SNAP benefits
  • Screen and register a high volume of customer applications and resolve discrepancies
  • Coach and Mentor co-workers on processes and provide job shadowing to ensure utilization of resources to drive customer satisfaction
  • Educate clients on their Rights and Responsibilities as well as the Georgia Gateway Customer Portal Self-Service
  • Contact clients via telephone to answer questions and resolve customer concerns
  • Review and update case notes on customer contacts and to provide complete and correct information during customer contact
  • Complete special projects as assigned
  • Ensure timely Follow-up with client’s contacts within designated timeline
  • Department of Family and Children’s Services Special Operations Unit

Administrative Support 3/ County Receptionist

State of Georgia DHS DFCS
Lawrenceville, GA
11.2019 - 06.2021
  • Company Overview: Department of Family and Children’s Services Gwinnett County
  • Interview clients in a face-to-face environment to ensure all information is completed for processing of Food Stamp, TANF and Medicaid Applications
  • Review case notes and update client profiles to ensure all required documentation is received
  • Calculate income, family size and shelter expenses to verify eligibility programs for SNAP benefits
  • Screen and register a high volume of customer applications and resolve discrepancies
  • Educate clients on their Rights and Responsibilities as well as the Georgia Gateway Customer Portal self-service
  • Assist client face to face and via phone with services, questions, and form completion
  • Collect agency documents, Rights and Responsibilities, HIPPA and Voter Registration
  • Scan applications, process administrative hearing requests, and client verification documents
  • Provide community resources, coordinate services to clients, families, and partners in within the State Agency
  • Use Microsoft Office Suite and Gateway Employee Portal to process benefit applications
  • Maintain confidentiality and provide in addition to providing world class customer service to our internal and external partners
  • Notarize documents as needed
  • Utilize strong time management and organizational skills to manage multiple tasks to ensure high volume of needs are met in addition to all performance metrics
  • Act as a team player in assisting in areas such as phone, lobby assistance, and as business needs demand
  • Department of Family and Children’s Services Gwinnett County

Customer Service Supervisor

Verizon Wireless
Alpharetta, GA
03.2000 - 05.2014
  • Company Overview: Telecommunications Company
  • Analyze Call Center efficiencies including Average Handle Time, Calls Per FTE, Shrinkage, Call Transfer Rates, and call trends
  • Supervise, manage and train approximately 15-20 customer service representatives including new hires to prepare them for call handling and increased skill level with a keen focus on building strong customer relationships
  • Provide factual, complete, and accurate and information for use in litigation
  • Execute performance improvement plans and manage employees according to the Business Code of Conduct, including memo of concerns, warnings, and terminations
  • Act as the lead in employee engagement by promoting professional standards, positive interpersonal relationships
  • Troubleshoot and resolve wireless technology issues to achieve first call resolution
  • Handle inbound customer escalation calls to achieve resolution and build customer loyalty
  • Coach and mentor direct reports for individual performance, career, and educational goals, by researching resources and supplemental training available for their continued growth and development
  • Manage and update confidential employee timekeeping and payroll, electronic data, performance appraisals and performance metrics
  • Create and execute action plans based on center level analytical data Leadership
  • Oversee projects and collaborations with all facets of the business to streamline processes and build internal relationships
  • Draft, edit and revise customer correspondence and corporate documents
  • Collect and organize team and center level data to create and execute action plans and present results monthly to Senior Leadership
  • Utilize strong problem solving and analytical skills to create and implement center training to improve and retain customer loyalty and lower customer churn by 10%
  • Work with Human Resources and Legal Department to ensure Civil Treatment and Employment Laws are followed to create a productive, safe, and inclusive work environment
  • Manage and balance multiple priorities to meet critical deadlines by utilizing prioritization and time management skills
  • Resolve escalated issues for Executive Relations and Customer Service Director by utilizing research and analytical skills
  • Telecommunications Company

Education

Paralegal Certificate -

University of Georgia Center for Legal Studies
Lawrenceville, GA
09.2018

Skills

  • Proficient in Microsoft Office Suite
  • Word
  • Excel
  • Slide creation expertise
  • Outlook
  • Written communication
  • Oral communication
  • Balancing diverse project demands
  • Adobe
  • Time management
  • Legal document preparation
  • E-filing documents
  • Notarization services
  • Court calendar management
  • Case file maintenance
  • Client communication
  • Confidentiality practices
  • Customer service
  • Problem solving

Volunteer Experience

Atlanta Volunteer Lawyers Foundation, Atlanta, GA, Paralegal, 10/01/18 - 03/01/20, Perform Pro-bono legal services for Atlantans in need of legal services for the Saturday Lawyer Program. Complete intakes, legal documents, for Attorneys assisting in the areas of domestic relations, landlord tenant, evictions, and unpaid wages. Answered phone, drafted legal documents, and performed other administrative tasks as needed.

References

References available upon request.

Timeline

Legal Secretary 1

State of Georgia DHS DCSS
11.2023 - Current

Economic Support Specialist II

State of Georgia DHS DFCS
01.2023 - Current

Administrative Support 3 Team Lead Special Operations Unit

State of Georgia DHS DFCS
07.2021 - 01.2023

Administrative Support 3/ County Receptionist

State of Georgia DHS DFCS
11.2019 - 06.2021

Customer Service Supervisor

Verizon Wireless
03.2000 - 05.2014

Paralegal Certificate -

University of Georgia Center for Legal Studies

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