Judy Hayes

• Balance Reviews - confirmed all payments / credits had been applied to cases properly.
• Data Analysis - analyzed data entered on child support cases to ensure it was what parties provided.
• Quality Assurance - made sure procedures were followed properly and accurately.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Communication - via email & telephone with clients; Microsoft Teams & emails with co-workers
• Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
• Trained new hires on company procedures, best practices, and software tools used within the Child Support Process - Administrative Proposed Orders.
• Prepared Final Orders Redirecting Child Support to new caregivers and Final Orders to give credit towards case balances. QA of Final Orders Terminating Child Support.
• Supported management by monitoring work of Revenue Specialist II's & Operations Analyst I's for accuracy and timely completion.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
• Subject Matter Expert - Administrative Order Process, as well as for other processes.

Starting 08/04/17. Primary responsibility was to be Quality Assurance (QA) for the Administrative Order Process – Reviewing proposed child support orders to ensure all information used to calculate the support guidelines was correct and followed procedure as well as the FL Statutes. Made sure all information was correct on the cases based on the information provided by the parties. Quality assured termination orders (stopping ongoing support), prepared redirection of support orders, did balance reviews to prepare the redirection orders as well as any credit orders. Submitted requests to have an order vacated when appropriate. Trained & monitored the Administrative process staff. Acted as subject matter expert assisting staff from all processes with questions about the Administrative process.

• Trained new hires on company procedures, best practices, and software tools used within the Revenue Specialist role.
• Improved cases by conducting thorough reviews to determine any issues and resolving them.
• Coordinated completion of Payment Exceptions lists for multiple counties within strict deadlines - determined reason for $ being stuck on cases and resolved issues.
• Supported management by monitoring work of Revenue Specialist II's for accuracy and timely completion.
• Provided exceptional customer service to both internal and external clients.
• Conducted comprehensive financial audits to ensure case balances were correct.
• Quality Assurance - reviewed and assured work done by Revenue Spec II's was done accurately and per procedures.
• Handled Escalated Cases - reviewed cases per client requests, resolved any issues.
• Communicated with clients via email & phone
• Subject Matter Expert - Payment Processing & Funds Distribution Process (PPFD), Order Entry Process and Administrative Order Process.

As an RSIII in the Payment Processing & Funds Distribution Process (PPFD) I conducted financial audits of cases to ensure all money was distributed properly, did frequent balance audits, completed lists of cases that needed to have money moved, updated missing information or be closed. I trained and assisted my staff with learning how to work the new ECC system which was part of the CAMS computer system. I created a Power Point training for staff from the Naples, Marathon, Port Charlotte, Ft Myers & Clewiston service sites, giving them training on view only ECC screens – this was so they could review payments being received/disbursed on all cases, as well as check for how money was disbursed to a parent due support, date of disbursement, etc.

In 10/2015 job title was changed to Operations Analyst I and duties changed to being Quality Assurance for the Order Entry and Administrative Order Processes.

• Data Entry - obligated Child support orders on computer system per procedures.
• Quality Assurance - ensured information on Child Support cases was accurate and out of state orders were obligated accurately.
• Balance Reviews - ensuring case balances were correct.
• Full Case Audits - case reviews to ensure collections were properly disbursed or retained when a caregiver had received temporary cash assistance.
• Prepared cases going to court for contempt
• Provided exceptional customer service to both internal staff and external clients.

I started as a Revenue Specialist II 06/13/08 primarily obligating support orders, on the original FLORIDA system, and conducting balance reviews as well as full case audits. After 2 years I qualified and was promoted to the Revenue Specialist III, Team Lead position, 7/1/10 – 10/2015.

• I was sent out on temp jobs that were for clerical / administrative assistants as well as data entry assistants. I used Excel, Word, Outlook and internet access on all jobs. Varied schedule – assigned jobs as needed. Hours varied.
• Worked effectively in fast-paced environments.

• Quickbooks - used to create order invoices.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Reconciled Credit Card charges - nightly, weekly & monthly and created weekly deposits of checks & cash.
• Proofreading - ensured catalog had accurate & grammatically correct product descriptions before it was sent to print.
• Consignment orders ($3000 - $10000 orders) for training events (multi-level marketing.).
• Analyzed Data - Created Excel spreadsheets and used these to analyze trends for sales.
• Quality Assurance - often used analytical skills in finding problems on orders and correcting the issues.

I started as a basic customer service rep for this promotional sales company (sold promotional materials for distributors of Juice Plus+ products). Entered internet orders into Quickbooks for invoicing, answered phones to take orders, and handled all invoice filing. Moved onto engraving name badges, creating personalized labels, setting up business card layouts for printing, and created personalized stationery.