Ashlie Maker
Office Associate/Legal Secretary
Sabattus,ME
Summary
Reliable, Organized and dedicated Administrative and Legal Support professional with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
State Of Maine DHHS
Lewiston, ME
02.2022 - 07.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
Office Associate/Legal Secretary
State Of Maine OCFS, DHHS
Lewiston, ME
12.2006 - 02.2022
- Prepared correspondence using Microsoft Word and Outlook.
- Inputted data into computer systems in an accurate and timely manner.
- Provided administrative support to management team by scheduling meetings, taking notes.
- Performed general office duties such as photocopying, faxing, scanning documents.
- Filed and retrieved records to support caseworkers; supervisors and attorneys.
- Processed all Legal Clearance Packets for Adoptions; In State and Out of State paperwork for service by sheriff; Legal Classified Ads In State and Out of State; Subpoenas for court hearings; Discovery for Attorneys for Court; Court Orders from District courts and entered into system; efficiently to support smooth office procedures.
- Managed incoming and outgoing mail, including sorting, delivery, and pickup of packages.
- Proofread and corrected correspondence and reports for error-free documentation.
- Maintained positive working relationship with fellow staff and management.
- Requested certified Docket Records; Judgment and Commitments; Medical and Mental Health records; Vital Statistics Records; Court Records and Police records for caseworker Discovery Packets.
- Main contact for Assistant Attorney Generals Offices; Court Clerks and DHHS Offices.
- Handled incoming calls and directed callers to appropriate department or employee.
- Assisted with special projects as needed by researching information on the internet or through other sources.
- Trained staff members to perform work activities and use computer applications.
- Composed emails, memos, letters, reports, and other documents when needed.
- Assisted with various projects such as research, data entry, and analysis of information.
- Assisted attorneys with research projects and document preparation for court filings.
- Edited existing documents for accuracy prior to submission or publication.
- Monitored dockets of assigned cases in order to ensure compliance with all applicable laws and regulations.
- Mailed and arranged for delivery of legal correspondence to clients, witnesses and court officials.
- Redacted confidential information from legal documents on case-by-case basis.
- Liaision between attorney and outside counsel, exchanging information.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
Education
Early Childhood Education
Central Maine Community College
Auburn, MESkills
- Data Entry
- Paperwork Processing
- Report Generation
- Call Management
- Data Collection
- Inbound and Outbound Calling
- Complaint Resolution
- Problem-Solving Abilities
- Document Control
- Critical Thinking
- Multi-Task Management
- Research
- Call Center Operations
- Conflict Resolution
- Computer Proficiency
- Executive Management Support
- Microsoft Office Expertise
- High-Energy Attitude
- Microsoft Office Suite
- Prioritization
- Clerical Support
- Documentation
- Problem Resolution
- Staff Training
- Positive and Professional
- Microsoft Outlook
- Administrative Support
- Filing
- Typing Proficiency
- Active Listening
- Adaptive Team Player
- Professional Telephone Demeanor
- Office Equipment Proficiency
- Proofreading
- Spreadsheets
- Report Transcription
- Customer Service
Timeline
Customer Service Representative
State Of Maine DHHS
02.2022 - 07.2023
Office Associate/Legal Secretary
State Of Maine OCFS, DHHS
12.2006 - 02.2022
Early Childhood Education
Central Maine Community College
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