Ebony Maddox

Preforms Case management Duties for the Enforcement of Court Orders for the collection of Child Support Obligations. Assist CSS I as needed.

• Documented data and completed accurate updates to case records.
• Built solid and trusting rapport with families, fostering trust and communication to meet case needs.
• Developed and implemented training programs for staff.
• Division 4's TXTPAGE PRO Liaison
• Guest Trainer CSSD's New Hire Class 12/2023 and 02/2024
• SOLA X Onboarding Committee
• Division 4's Suspense Release Team
• Department FAA Pass through mailbox monitor

• Handled high volume of inbound calls per shift to provide accurate case information for participant case management needs.
• Built positive relationships with customers by providing exceptional customer service.
• Demonstrated strong problem-solving skills by resolving customer issues during duration of initial call.
• Prioritized customer service requests in order of urgency to promptly resolve critical issues.
• Utilized active listening skills to identify customer needs and provide appropriate solutions.

• Typed letters, memos and other correspondence for staff, using various software programs.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Supervised the maintaining of filing system and organized case files for easy retrieval of information.
• Coordinated job assignments for staff members.
• Supported staff on special assignments and projects.
• Evaluated staff performance and provided coaching to address inefficiencies.

• Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
• Produced high-quality communications for internal and external use.
• Maintained filing system and organized customer documents for easy retrieval of information.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Processed incoming and outgoing mail and packages according to established procedures.