Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Brittany Fitzgerald

Las Cruces

Summary

Experienced Child Support Legal Assistant with a strong background in human resources, management, finance, and operations. Demonstrated expertise in effectively managing a high volume of over 600 complex child support cases. Skilled in conducting thorough legal research, preparing accurate documents, and maintaining open lines of communication with clients. Proficient in finalizing complex casework and utilizing financial records to make precise child support determinations. Adept at maintaining meticulous organization of legal files and ensuring compliance with all court-related correspondence to meet legal requirements.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Child Support Legal Assistant

State of New Mexico
Las Cruces
06.2023 - Current
  • Assisting with legal research and analysis.
  • Answering customer service calls and walk-ins.
  • Managing over 600 complex child support cases.
  • Maintained organized legal case files and records, including correspondence, pleadings, and evidence for efficient case management and ensuring confidentiality and compliance with legal requirements.
  • Prepare and finalize complex casework and financial calculations.
  • Reviewing unresolved cases regarding the establishment of child support eligibility and enforcement of court or negotiated orders.
  • Assisted attorneys with preparing legal documents, such as motions, petitions, and discovery requests related to the establishment and enforcement child support cases or hearings.
  • Conducted legal research on relevant statutes and case law to support attorneys in child support proceedings.
  • Scheduled and coordinated meetings, court appearances, and other appointments for attorneys and clients.
  • Communicated with clients, opposing counsel, and court personnel to ensure smooth communication and adherence to legal deadlines.
  • Conducted research on child support laws and regulations to assist attorneys in preparing legal documents and cases.
  • Assisted with preparation and filing of court documents related to child support cases, including petitions, responses, and discovery requests.
  • Utilized financial records and documents to determine child support obligations and draft relevant legal arguments.
  • Preparing complex casework and financials calculations.
  • Communicated with clients, courts, and opposing counsel to facilitate resolution of child support disputes and ensure compliance with court orders.
  • Successfully de-escalating irate clients and ensuring the client has a full understanding our next steps to ensure concerns are resolved. Once resolved follow up is completed.
  • Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
  • Handled office scheduling and made notes for deadlines, motions, and other important dates.
  • Researched statutes, decisions, legal articles, and codes.
  • Interviewed clients to obtain information relevant to cases.

Corporate Organization Development Administrator

DATAMARK INC.
EL Paso
08.2022 - 06.2023
  • Same Responsibilities as Corporate HR Coordinator (below).
  • Successfully Managed 3,000 employees globally to ensure goals, deadlines, and requirements met expectations.
  • Partnering with Attorney to ensure policies and regulations comply with Texas requirements.
  • Developing methods for data file formatting, data analysis, methodologies, and management reporting.
  • Identifying data collection tools, data sources, benchmarks, performance targets, and creating competency models.
  • Develop methods of measuring if performance management aligns with organizational goals.
  • Build training and development systems for recruitment and staffing.
  • Administers employee benefit programs, possibly including group medical, dental, vision, prescription, disability, group life, AD&D, EAP, 401(k), and flexible spending account programs.
  • Researched and advised on benefit program enhancements. Participates in benefit contract negotiations and renewals.
  • Assures compliance with State and Federal regulatory agencies' Data Entry and record keeping.
  • Processes enrollments, COBRA, terminations, changes, beneficiaries, disability, accident and death claims, rollovers, distributions, hardships, and compliance testing.
  • Oversees reconciliation and preparation of all billings related to benefit plans Serves as primary contact for plan vendors and third-party administrators.
  • Drafts and distributes written and verbal information to inform employees of company changes.
  • Administers the Worker's Compensation program by assisting site on the utilizing self-insurance and the light-duty return to industry program.
  • Responsible for site HR vendor contract renewals per Corporate Calendar Provides required training to staff employees. Benefits, Legal Contracts, and Policies.
  • Creation and maintenance of the Company's compensation structure.
  • Spearheaded the design and implementation of company-wide leadership development programs to enhance employee skills and performance.
  • Collaborated with department heads to assess organizational needs and strategize solutions to improve overall effectiveness and efficiency.
  • Organized and participated in training, events and conferences.
  • Formulated and evaluated alternative solutions to achieve program goals.

Corporate HR Coordinator

DATAMARK INC.
EL Paso
01.2020 - 08.2022
  • Successfully Managed up to 30 employees.
  • Inputs data into the HRIS system modules including but not limited to, performance management, compensation, payroll, and benefits, and verifies the accuracy of data through audits and query generation.
  • Maintains HRIS including upgrades, integration, configuration, reports, data flow, security, support, training, and interfaces.
  • Performs analyses, tests implementation, and administrates (HRIS) modules including human resources, compensation, payroll, benefits, and other related software.
  • Processes human resources changes, such as new hires, terminations, and salary changes, and alters data as necessary.
  • Assists with report generation, maintenance, and distribution.
  • Assists with HR compliance audits, including unemployment correspondence and hearings.
  • Prepare legal documents for termination of employment to be reviewed by the attorney.
  • Attend Unemployment and Termination Hearings.
  • Assures compliance with applicable Federal, State, and Local laws as well as regulations from other applicable agencies.
  • Coordinates, plans, schedules, and maintains records for various Human Resources projects, meetings, training, legal documents, and development programs.
  • Develops reports to meet management requests and needs for human resources-related information at various levels.
  • Coordinates maintains & enhances human resource systems in conjunction with the user areas and information systems.
  • Responds to general inquiries regarding payroll, benefits, timecards, etc. from employees and leadership at various levels of the organization.
  • Preparation of the performance review process, annual compensation process and annual goal setting.
  • Develop monthly Corporate HR metrics presentation.
  • Maintains a high level of confidentiality concerning all company matters including, but not limited to, personnel actions, legal actions, terminations, and organizational plans.
  • Collaborated with HR team to streamline onboarding processes for new employees, resulting in a 15% decrease in onboarding time.
  • Managed employee relations by addressing and resolving conflicts, resulting in improved workplace morale and decreased turnover rates.
  • Coordinated and facilitated training programs for employees on various topics including diversity and inclusion, sexual harassment prevention, and conflict resolution.
  • Assisted in performance evaluation processes by gathering and organizing performance data, conducting employee evaluations, and providing feedback to management.
  • Supported recruitment efforts by posting job listings, screening resumes, conducting initial interviews, and assisting with the selection and hiring process.

Executive Administrative Assistant

Concentrix
Las Cruces
04.2019 - 12.2019
  • Completed various administrative tasks for the Director including managing an extremely active calendar of appointments; completing expense reports, composing and preparing correspondence that sometimes confidential; arranging complex and detailed travel plans, itineraries, and agendas; and compiling documents for travel-related meetings.
  • Completed New Hire Onboarding for Day One employees and appropriately handled HR-related requests from staff and questions from employees on processes and payroll.
  • Responsible for HRIS system for all employee-related functions and approvals; efficient with Workday.
  • Maintained site P&L budget including expenses for maintenance; IT; Employee Relations; Training, New-Hire Onboarding; and direct labor costs. Hosted monthly meetings with Operations to discuss revenue and effectively created and executed monthly action planning for the SMART goals templates.
  • Enforced compliance with all company policies and procedures at the site; often hosting meetings with Operations to train on processes.
  • Delegated as official approver in HRIS system and communicated directly, and on behalf of the Director, with Board members, clients, staff, and others.
  • Prepare the legal documents for off-boarding when laying off employees due to the site shutting down.
  • Researched, prioritized, and followed up on incoming employee and client relation issues and concerns addressed to the Director, including those of a sensitive or confidential nature. Determined appropriate course of action, referral, or response.
  • Provided a bridge for smooth communication between the Director and internal departments; demonstrating leadership to maintain credibility, trust and support with senior management staff.
  • Partnered closely with the Director to keep her well informed of upcoming commitments and responsibilities, following up appropriately.
  • Provided leadership communication and held responsible for all site employee engagement and relations to build relationships crucial to the success of the organization, and managed a variety of special projects for the Director, that included large organizational impact.
  • Successfully completed critical aspects of deliverables with a hands-on approach, including drafting acknowledgment letters, personal correspondence, compiling extensively detailed reports and presentations, and other tasks that facilitate the Director's ability to effectively lead the company and follow through on projects to successful completion, often with close deadlines.
  • Managed complex calendars, coordinated meetings, and handled travel arrangements for the executive team.
  • Streamlined administrative processes to increase efficiency and productivity within the executive office.
  • Oversaw communication with high-level stakeholders, maintaining a professional and polished demeanor at all times.
  • Prepared detailed reports, presentations, and correspondence on behalf of the executive leadership.
  • Demonstrated exceptional organizational skills and attention to detail in handling confidential information and sensitive matters.
  • Coordinated complex schedules and travel arrangements for C-level executives, resulting in a 25% improvement in time.
  • Managed complex calendars and coordinated meetings for C-level executives, resulting in a 25% improvement in time.

Transition Operations Manager

Concentrix
Las Cruces
10.2016 - 04.2019
  • Analyzed and maintained all Client Service Level Agreements; implemented improvement plans as needed.
  • Successfully managed all unemployment claims and correspondence maintaining a 99%-win rate for all unemployment claims; including those that resulted in a hearing.
  • Prepare legal documents for Unemployment and Termination Hearings.
  • Maximized revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.).
  • Responsible for selecting, training, developing, and managing the performance of direct reports and their associates; including planning and assigning duties for staff following the organization’s policies and applicable legal requirements.
  • Provided leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implemented any corrective actions needed to meet operational performance.
  • Conducted regular one-on-ones with direct reports to review individual performance, the performance of their team and offer ongoing developmental coaching.
  • Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.
  • Demonstrated ability to analyze and improve processes; establish a course of action for self and others to accomplish a specific goal.
  • Led a successful team in executing seamless transitions for new accounts, resulting in increased client satisfaction and retention.
  • Implemented process improvements that streamlined operations, reducing costs by 15% within the first six months of promotion.
  • Analyzed operational data to identify inefficiencies and developed strategic solutions to optimize workflow and increase productivity.
  • Collaborated with cross-functional teams to ensure smooth transitions during mergers and acquisitions, maintaining operational continuity and minimizing disruptions.
  • Mentored and trained team members on best practices, resulting in improved performance and a more cohesive and efficient operation.

Team Leader/Supervisor

Concentrix
Las Cruces
02.2015 - 10.2016
  • Coached team members on their performance on a regular (daily) basis making me proficient at analyzing trends and creating action plans to determine solutions.
  • Used my strong communication skills to participate in recruiting efforts, attend calibration sessions, and participate in all conference calls.
  • Effectively communicated positive as well as negative feedback and adapting to coaching styles depending on the situation and employee.
  • Attend Unemployment hearings and termination hearings.
  • Prepared legal documents, and exhibits for legal actions pertaining to unemployment and termination.
  • Nightly Point of Contact for the client as well as consistently designated Point of Contact while manager out of office.
  • Consistently available at all times to ensure support and success within my team and the site.
  • Maintain a very low attrition rate by communicating with employees and keeping a positive working environment. Taking the initiative to build and develop a scheduling system for peers to ensure accurate support for the production floor and proper utilization of coaching time.
  • Implemented new training programs that resulted in a 25% decrease in employee turnover.
  • Led a team of 15 employees to achieve 20% increase in productivity within 6 months through effective delegation and coaching.
  • Conducted regular performance evaluations and provided constructive feedback to team members to drive individual and team growth.
  • Managed daily operations and workflow to ensure timely completion of projects and meet deadlines consistently.
  • Collaborated with upper management to develop and implement strategies for improving team performance and achieving company goals.

Call Center Customer Service Specialist

SITEL Worldwide Corporation
Las Cruces
04.2014 - 01.2015
  • Documented conversations with customers to track requests, problems and solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Achieved high customer satisfaction scores by de-escalating complaints quickly.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Uphold privacy and security requirements established by Clients regulatory agencies.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Utilized strong communication skills to assist customers with inquiries, complaints, and technical issues.
  • Managed high volume of inbound calls, providing prompt and efficient resolution to customer concerns.
  • Maintained accurate records of customer interactions and transactions in the CRM system.
  • Collaborated with cross-functional teams to escalate complex issues and ensure timely resolution.
  • Consistently met and exceeded performance metrics, including call resolution times and customer satisfaction scores.

Education

Medical Billing and Coding Certification -

University of Phoenix
Phoenix, Arizona
07.2018

Skills

  • Legal assistant and secretarial skills
  • Clerical and administrative support
  • Notary public services
  • Compliance and regulations expertise
  • Case management and support
  • Legal terminology proficiency
  • Microsoft Office applications
  • Leadership and team management
  • Effective communication skills
  • Adaptability and flexibility
  • Legal correspondence handling
  • Attention to detail
  • Organizational skills
  • Strategic planning abilities
  • Legal research expertise
  • Legal document preparation
  • Human resources management
  • Operations oversight
  • Finance and accounting knowledge
  • Customer relationship management strategies
  • Key performance indicators analysis
  • Business administration principles
  • Coaching and mentoring techniques
  • Staff development initiatives
  • Time management proficiency

Accomplishments

TEACHABILITY

The Teachability Award is presented to an individual from the President of Datamark Inc. who demonstrates exceptional adaptability and a strong willingness to learn. This individual quickly absorbs new information, embraces change, and applies their knowledge to help the company grow and succeed.

In addition to maintaining a consistently positive attitude, the recipient also shares their expertise by effectively training and supporting others, contributing to both team development and overall company performance.

Certification

Licensed Medicare Insurance Agent

  • Licensed in 2019 in 49 states

References

References available upon request.

Timeline

Child Support Legal Assistant

State of New Mexico
06.2023 - Current

Corporate Organization Development Administrator

DATAMARK INC.
08.2022 - 06.2023

Corporate HR Coordinator

DATAMARK INC.
01.2020 - 08.2022

Executive Administrative Assistant

Concentrix
04.2019 - 12.2019

Transition Operations Manager

Concentrix
10.2016 - 04.2019

Team Leader/Supervisor

Concentrix
02.2015 - 10.2016

Call Center Customer Service Specialist

SITEL Worldwide Corporation
04.2014 - 01.2015

Medical Billing and Coding Certification -

University of Phoenix

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