Amber Lea Donahue
Long Beach,CA
Summary
Dynamic hard worker ready to expand and contribute to Divisional success at Los Angeles County Child Support Services.
Overview
18
18
years of professional experience
Work History
Supervising Child Support Specialist
Los Angeles County Child Support Services
Los Angeles
2022.04 - Current
- Serving as a highly effective and energetic Division V Supervising Child Support Specialist.
- Leads a team of nine employees, overseeing their daily work product and ensuring compliance with new legislation and changes to existing regulations impacting child support administration.
- Volunteered as the CSAM Leadership Liaison for Division V.
- Provides mock interview opportunities for employees in Division V who are seeking promotion.
- Provided mentorship to a newly promoted Supervisor in Division V, offering daily guidance and feedback.
Child Support Specialist III
Los Angeles County Child Support
Commerce
2019.09 - 2022.03
- Served as Subject Matter Expert for Customer Contact Center's FIDM teams A and B.
- Reviewed disputed levies to determine appropriate action.
- Reviewed and processed hardship requests.
- Conducted weekly training sessions to onboard new FIDM CSSs in FIDM techniques and protocols.
- Supported assigned teams, SCSS's, and staff.
- Supported CCC staff with case questions via MS Teams messenger, email, and phone calls.
- Responded to questions and provided knowledge sources through PPR/Kris links for reference.
- Generated COC letters (Case closure, IWO termination, NMSN termination) for closed cases.
- Diagnosed and resolves Cisco Finesse phone problems encountered by staff.
- Submitted tickets to DCSS for unresolved issues.
- Attended DCSS/ECSS meetings with staff from other counties in the DCSS umbrella regarding Cisco Finesse phone system issues and general call center concerns.
- Creates and updates Policy and Procedure Reminders for CCC staff.
- Managed SLMS releases for DMV and various occupational permits.
- Updated internal transfer and RDO requests.
- Reviewed assigned teams' payment and daily stats for accurate recording of pertinent information for monthly stats
- Coordinated CCC Covid-19 MOD requests to Staff Attorney on a daily basis.
- Scheduled staff meetings for Division Administrator using MS Teams.
- Assists with special projects.
- Prepared and conducts training on MS Teams for general call staff, upon Supervisor request.
- Aided in the training of new CSS's to CCC
- Produced weekly statistical overview report for Divisional Administrator
- Collaborated with the Forecasting & Support team to develop an inclusive MS Teams platform, which enables CCC to have immediate access to tools required to work remotely during the Covid19 Pandemic.
- Maintained current knowledge of child support policies and procedures, California family law, and federal regulations.
Child Support Specialist II
Los Angeles County Child Support Services
Commerce
2015.05 - 2019.09
- Initial point of contact for Child Support Services in the Customer Call Center
- Assists custodial & non-custodial parents in addition to government agencies in relation to the intake, establishment & enforcement of court orders with the goal of maximizing amount of collections
- Performs various duties such as interviewing participants, updating case information, generating forms and reports as needed
- Assists employers with establishing & enforcing Income Withholding Orders, National Medical Support Notices
- Works directly with banks and non-custodial parents on both system and manually generated levies on the FIDM team
- Processes payments & negotiates levy and levy suppression payments for the collection of monthly support and arrears.
Account Executive
Ultimate Beauty Companies
Huntington Park , CA
2007.01 - 2015.04
- Handled a $2 million/year territory comprised of 200 active accounts
- Created a daily sales report to monitor daily productivity and efficiency
- Consistently achieved and surpassed tiered goals earning monthly bonuses, spiffs and commissions
- Provided extensive account management to key beauty supply/retail stores, internet customers, schools and beauty salons
- Acted as a liaison between clients and manufacturers to ensure product knowledge classes, display components, marketing materials and promotional samples are readily available
- Extensive problem resolution, followed up on client concerns regarding orders, sales, issues and after sale concerns
- Ensured customer concerns and issues are resolved in a timely manner
- Collection Work, monitors customer payables and ensures accounts are current, collects past due invoices, applies credit memos to invoices and reconciles short pays
- Responsible for issuing return authorizations and credit memos
- Provided up to date information to customers of trends, deals and promotions Incorporates these steps in every call to thoroughly provide optimum customer service: pre-call planning, building rapport, discovery, solution, resolve client concerns.
Education
High School Diploma -
Bell Senior High School
Bell, CA06.1989
Some College (No Degree) in Sociology -
East Los Angeles College
Monterey Park, CASkills
- Tableau SME
- Exceptional people skills
- Compassionate team plater
- Dedicated
- Detail orientated
- FIDM SME
- Proficient in Word, Excel, PowerPoint
- IT troubleshooting
- Problem-solving abilities
- Effective Communication
Activities
- Membership in the Ambassador Community Outreach Program
- Served on the Juneteenth Celebration Committee
- Serves as the Divisional Liaison for Charitable Giving
Timeline
Supervising Child Support Specialist
Los Angeles County Child Support Services
2022.04 - Current
Child Support Specialist III
Los Angeles County Child Support
2019.09 - 2022.03
Child Support Specialist II
Los Angeles County Child Support Services
2015.05 - 2019.09
Account Executive
Ultimate Beauty Companies
2007.01 - 2015.04
High School Diploma -
Bell Senior High School
Some College (No Degree) in Sociology -
East Los Angeles College
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