Jeraldeen Quezada-Lawes
Smyrna,GA
Summary
Driven by a results-focused approach, I leveraged policy development and teamwork to enhance operational efficiency at Fulton County Superior Court. With expertise in budget management and staff training, I significantly improved service delivery, demonstrating leadership and fluency in Spanish to foster inclusive, high-performing teams. To the Support Services Agency Director position, I would like to offer my tenure marked by strategic improvements and cross-functional collaboration, underscoring a commitment to excellence and stakeholder satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Court Support Manager of Superior and Magistrate
Fulton County Superior Court
11.2021 - Current
- Provide executive-level oversight of Superior and Magistrate Court departments.
- Directly support and assist The Fulton County Clerk of Superior and Magistrate Courts with execution of directives and policies.
- Processing and safeguarding all Criminal, Civil, Real Estate, Board of Equalization and other ancillary records originating in Fulton County.
- Supervise, direct, and evaluate assigned staff for employees to drive company success and strengthen motivation.
- Oversees and develops employees work schedules to ensure adequate coverage and control.
- Compile and review timesheets; approves/processes employees concerns and problems.
- Counsel as appropriate, directs work, and acts as a liaison between employees and management.
- Analyze employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.
- Establish team priorities, maintain schedules and monitor performance.
- Analyze customer service data to identify trends, identify solutions and improve customer experience.
- Coach employees through day-to-day work and complex problems.
- Monitor customer service metrics and provide feedback to team members, upholding quality standards.
- Manage specialist team to provide technical assistance and customer service.
- Successfully manage budgets and allocate resources to maximize productivity and profitability.
- Monitor employee and customer interactions to assess quality of service.
- Create, prepare, and deliver reports to various departments.
- Coordinate work activities of assigned agencies and departments.
- Evaluate employee performance and convey constructive feedback to improve skills.
- Assist in organizing and overseeing assignments to drive operational excellence.
- Control resources and assets for department activities to comply with industry standards and government regulations.
- Leverage data and analytics to make informed decisions and drive business improvements.
- Consult and communicate with Madam Clerk, Judges and Public Officials to review operations, activities to resolve problems.
- Provide advice, direction, and recommendations to resolve problems.
- Attend meetings, disseminate information, reports, documentation as requested.
- Collect new requirements from departments and agencies.
- Point of contact for coordination with oversight of Superior and Magistrate Court departments and Agencies.
- Develop, implement and update policies and procedures for assigned departments.
- Train personnel in the implementation of updated policies and procedures according to Federal, State, or local legislation as required.
- Establish performance goals for employees and provide feedback on methods for reaching those milestones.
- Coordinate with department staff and agencies regarding budget, and maintained related documentation.
- Perform public relations duties: represent the County and The Fulton County Clerk an appointed official at various functions such as community outreach events and political events.
- Attend presentations, make speech providing information to the public regarding our case management program, projects, issues, and concerns regarding our departments.
Terminal Agency Coordinator
City Of Sandy Springs
12.2014 - 06.2021
- Started as a Judicial Clerk and was quickly promoted to the Terminal Agency Coordinator position within two years with the organization.
- Provided 6+ years of customer service and operational-oriented work in the areas of department oversight, case management, and public service.
- Trained staff in operations, policies, and procedures.
- Knowledge of principles and practices of Court procedures, legal terminology, laws, rules, and regulations governing court operations.
- Provided solution-oriented feedback to staff, judges, prosecutors, and attorneys. Assisted Court Administrator during the recruitment and hiring process.
- Established expectations and provided employee performance feedback, assisted Court Administrator in setting goals and monitoring those accomplishments.
- Assisted with planning, organizing and coordination of programs that provided improvement to court services while staying in compliance with court rules, internal operating procedures, policies, and applicable laws.
- Organized, prioritized, and assigned work activities to staff in order to meet deadlines, made certain staff obtained the necessary resources to complete task objectives.
- Provided orientation on-ongoing training, recertification training, and assigning staff to attend outside training.
- Assisted in the maintenance of handbooks for court personnel on required and recommended uniform procedures as they relate to day-to-day court administration.
- Ensured records and documents were archived, purged, or destroyed according to records retention and destruction policies and rules.
- Developed and implemented policies and procedures established by judges, offering recommendations for improving access, efficiency, and encouraging a circuit-wide culture of customer service.
- Assisted Court Administrator in communicating analytical findings through oral and written means to all levels of management.
- Revised Excel spreadsheets pertaining to the business and conducted PowerPoint presentations to staff during training. Prepared legal documents, maintained case files, assisted with incoming and outgoing mail distribution. Collected data analysis from caseload and judicial workloads to create status reports.
- Provided excellent written, oral, and interpersonal communication skills in both English and Spanish.
- Demonstrated the organization values of integrity, respect for people, perseverance, diversity appreciation, innovation, adherence to ethical standards, challenging the status quo, performance excellence, commitment to shareholder value, teamwork, and continuous improvement.
- Demonstrated leadership, initiative, project management, and relationship management skills as second in command management
- Demonstrated strong leadership, time management, organizational skills, and clear understanding of court computer applications and its functions to manage court processes.
- Demonstrated the ability to multi-task and work well with others in a fast-paced time sensitive environment during daily court proceedings.
- Collaborated with diverse people, thinking and styles. Able to effectively build relationships with diverse individuals.
- Provided a customer-focused vision and able to foster productive relationship support.
- Maintained a positive and productive attitude under pressure.
Education
Master of Business Administration - Project Management
University of North Alabama
Florence, AL07.2021
Bachelor of Science - Criminal Justice
Kennesaw State University
Kennesaw, GA07.2014
Skills
- Policy Development
- Teamwork and Collaboration
- Budget Management
- Staff Training
- Business Process Support
- Business Planning
- Office Administration
- Cross-Functional Collaboration
- Decisive Decision-Making
- Performance Management
- Stakeholder Management
- Industry Expertise
- Communications support
- Regulatory Compliance
- Staff Management
- [Spanish] Fluency
Certification
Kennesaw State University Coles College of Business
- Executive Certificate in Leadership Excellence
Georgia Bureau of Investigation Training Center
- CJIS Network Operator Certification
- GBI Security Awareness Training
- Terminal Agency Coordinator Training
Timeline
Court Support Manager of Superior and Magistrate
Fulton County Superior Court
11.2021 - Current
Terminal Agency Coordinator
City Of Sandy Springs
12.2014 - 06.2021
Master of Business Administration - Project Management
University of North Alabama
Bachelor of Science - Criminal Justice
Kennesaw State University
Kennesaw State University Coles College of Business
- Executive Certificate in Leadership Excellence
Georgia Bureau of Investigation Training Center
- CJIS Network Operator Certification
- GBI Security Awareness Training
- Terminal Agency Coordinator Training
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