DIANA JOHNSON
Houston,TX
Summary
Proven track record of enhancing client satisfaction and optimizing workflow management at Chase Bank. Excelled in legal research and problem-solving, significantly improving case handling efficiency. Skilled in collaboration and active listening, consistently exceeded performance targets. Demonstrated expertise in child support laws and policy knowledge, fostering trust and amicable resolutions. Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work.
Overview
21
21
years of professional experience
Work History
Child Support Assistant
Office Of The Attorney General Of Texas
12.2014 - 01.2022
- Ensured compliance with state and federal regulations by staying updated on changes in child support laws.
- Streamlined communication with clients, ensuring timely updates on their cases.
- Demonstrated empathy and understanding towards clients during sensitive situations, fostering trust in services provided.
- Assisted in resolving disputes between parties, promoting amicable agreements for child support arrangements.
- Coordinated appointment scheduling and calendar management for case managers, optimizing time management and productivity within team.
- Improved data accuracy by conducting thorough audits of client files and updating information as necessary.
- Enhanced child support case management by diligently maintaining accurate records and documentation.
- Contributed to a supportive work environment by providing training and guidance to new team members.
- On daily basis generated, e-filed 50 Order Setting Hearing,10 pleadings set 75 cases on docket. E-filed approximately 40 Child Support Orders daily and generated 150 letters to customers.
- Attended court daily and served as Liaison between Harris County court and court team.
- Managed a high volume of cases efficiently while maintaining strict confidentiality and professionalism at all times.
- Demonstrated empathy and understanding towards clients during sensitive situations, fostering trust in the services provided.
- Assisted in resolving disputes between parties, promoting amicable agreements for child support arrangements.
Bi Lingual Executive Specialist
Chase Bank
05.2001 - 05.2014
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve Service Leval Agreements.
- Earned recognition as top performer consistently exceeding targets throughout my tenure as specialist in field.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Conducted regular reviews of operations and identified areas of key performance indicators to improve service Levels.
- Evaluated staff performance for 12 team members and provided coaching to address inefficiencies
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Workflow manager in KANA environment.
Team-lead for email and Wire Transfer Dept. Team-lead backup for Correspondence.
Education
Associate of Arts - Government / Political Science
Texas Pan American University
Edinburg, TX01.1981
Skills
- Case analysis
- Child Support Laws
- Legal Research
- Policy Knowledge
- Problem-Solving
- Collaboration and Teamwork
- Active Listening
- Microsoft Office
- Customer Service
- Attention to Detail
- Client Needs Assessments
- Workflow Management
Languages
Spanish
Full Professional
Timeline
Child Support Assistant
Office Of The Attorney General Of Texas
12.2014 - 01.2022
Bi Lingual Executive Specialist
Chase Bank
05.2001 - 05.2014
Associate of Arts - Government / Political Science
Texas Pan American University
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