Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Lorah Kowal

Cromwell,CT

Summary

Proven Administrative Assistant with a track record of enhancing customer satisfaction at Jury Administration, adept at training and customer service. Excelled in multitasking and problem-solving, significantly improving document processing efficiency. Skilled in Microsoft Office suite, demonstrating strong teamwork and a results-driven approach, ensuring high-quality administrative support.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Administrative Assistant

Jury Administration
01.2022 - Current
  • Supervise second shift Jury Administration staff as needed.
  • As a designated Team Leader, I assist co-workers with questions, distribute daily tasks and resolve difficult situations when they arise.
  • Regularly drafts and distributes the daily schedule for Jury Administration staff.
  • Call center staff, provides superior customer service resolving juror issues and explaining jury service processes, procedures and Judicial Branch policies via e-mail, phone and Live Chat.
  • Established and maintains professional relationships with staff and the public while effectively communicating information regarding agency programs, Judicial Branch policies, procedures and directives.
  • I assist with the evaluation of the new jury system.
  • Covers E-services telephone line assisting clients, attorneys and self-represented parties.
  • Covers Live Chat; responding to juror questions and resolving juror issues.
  • Trains and evaluates new Live Chat agents.
  • Trains new Jury Administration staff members.
  • Assists team members with questions regarding jury service processes and procedures.
  • Compiles and analyzes Live Chat statistics.
  • Revised Live Chat scripts

Administrative Clerk

Jury Administration
05.2011 - 01.2022
  • Assisted with reviewing new jury system for functionality and plain language.
  • Prepares documents for data entry and reviews them for accuracy.
  • Prepares and mails juror correspondence and notifications.
  • Call center staff, providing superior customer service resolving juror issues and explaining jury service processes, procedures and Judicial Branch policies via e-mail, phone and Live Chat.
  • Establishes and maintains professional relationships with staff and the public while effectively communicating information regarding agency programs, Judicial Branch policies, procedures and directives.
  • Applies knowledge and understanding of public administration principles and policies to the daily operations of Jury Administration.

Office Clerk

Centralized Small Claims
12.2009 - 05.2011
  • Provided superior customer service resolving litigant issues and explaining the small claims process over the phone and in person to attorneys and members of the public
    Processed a high volume of small claims documents daily.

    Prepared trial schedule for certain small claims court locations in Connecticut.
  • Helped litigants prepare documents and navigate the process in their case.

  • Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.

Education

Master of Arts - Public Administration

Capella University
Minneapolis, MN
06.2016

Bachelor of Science - Legal Studies

Bay Path University
Longmeadow, MA
05.2007

Skills

  • Customer Service
  • Data Entry
  • Computer Skills
  • Administrative Support
  • Strong ability to multitask
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Outlook
  • Customer and client relations
  • Strong Problem Solver
  • Scheduling
  • Dedicated Team Player

Certification

Paralegal Certificate

Timeline

Administrative Assistant

Jury Administration
01.2022 - Current

Administrative Clerk

Jury Administration
05.2011 - 01.2022

Office Clerk

Centralized Small Claims
12.2009 - 05.2011

Master of Arts - Public Administration

Capella University

Bachelor of Science - Legal Studies

Bay Path University

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Lorah Kowal