Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lourdes I. Diaz

Kissimmee,FL

Summary

Bilingual (English Spanish) highly energetic and challenge-driven individual with the ability to work well under pressure. Demonstrated commitment to providing exemplary customer service. Able to work extremely well in a team environment and produce high quality work. Well versed in the Microsoft Office suite of applications. Committed to exemplifying accountability in all actions.

Overview

23
23
years of professional experience

Work History

Operation Assistant Manager

Orange County Clerk of Courts, Orlando, FL
12.2021 - Current

Supervisor/Operation Support Coordinator

Orange County Clerk of Courts, Orlando, FL
03.2016 - 12.2021
  • Assign, schedule, review and evaluate the work of subordinates. Assist in various areas of personnel administration to include preparation of employee performance evaluation, conduct of employee action plans, and employee counseling/discipline. Motivate staff to achieve organizational and divisional goals. Monitor customer assistance to include service counter/courtroom coverage and provide assistance when appropriate. Coordinate divisional orientation and oversee the training of new employees. Provide ongoing divisional training program to include efficient use of a variety of court software, case tracking, and other computer systems. Maintain time and attendance records and related reports for divisional personnel. Review/approve employee leave requests. Respond to complaints, difficult situations and non-routine inquiries from the public in a professional and timely manner. Identify trends and implement solutions. Resolve problems and answers questions that subordinates are unable to solve. Provide assistance to judicial assistants, judges, and other court personnel. Assist in collecting/analyzing data and prepare associated reports. Inform management of any problems or issues. Establish/maintain effective intra-divisional working relationships where areas of responsibility are shared among divisions. Communicate with coworkers, management, staff, the general public, and others in a timely, courteous and professional manner. Conform with and abide by all regulations, policies, work procedures and instructions. Develop, implement, and provide tools necessary for staff to collect accurate and useable data. Utilize available tools to collect necessary information and report daily/weekly performance and productivity data to the Assistant Manager and Manager. Monitor process changes in order to evaluate performance and productivity. Report these findings to the management team and Special Projects Coordinator for appropriate action.

Part Time Retail Associate-Front End Supervisor

Ross Department Store
10.2012 - 05.2021
  • Demonstrates TRUE courtesy, respect, friendliness, and professionalism at all times. Provides prompt and efficient responses to customers at all times. Understands Customer Service as a number one priority and responds to Customer Service calls immediately. Handles all customer issues in a courteous and helpful way, calling a member of the Supervisory Staff when needed. Takes accurate markdowns, counts and inventories as scheduled. Cross-performs in all assigned areas to ensure that merchandise sizing, ticketing and presentation are to company standards. Performs daily recovery and light cleaning tasks to ensure a neat, clean and organized store. Assists customers in any way necessary - register-trained, assist customers with merchandise, answers customer questions in a polite and knowledgeable manner.

Senior Trial Clerk

Orange County Clerk of Courts, Orlando, FL
12.2006 - 03.2016
  • Prepare and complete accurate court minutes of all proceedings in trials and hearings involving both Delinquency and Dependency cases. Verify that all court files are available including files related to add-on cases as well as the daily docket. Calculate financial assessments to include late fees and restitution for defendants. Locate and flag specific motions and other documents as needed for judiciary. Distribute docket and criteria sheets to partner agencies and the public. Complete paperwork relative to court orders, custody orders, dispositions and judgment data for submission to the operations team. Administer oath to witnesses. Secure evidentiary materials during trials. Update case maintenance system to reflect current cases statuses. Provide training as needed to team members. Assist Spanish speaking customers as needed.

Code Enforcement Officer, Code Enforcement Division

City of Winter Park, Winter Park, FL
10.2004 - 06.2005
  • Inspected properties to ensure compliance with applicable codes. Maintained department records, assisted with inquiries, complaints and reviewed minor plans and occupational licenses. Created, mailed and placed violation notices or letters. Investigated, prepared and presented Code Enforcement Board cases; maintained case and inspection records. Responded to inquiries and complaints in person or by telephone; recorded inspections and citizens’ complaints; provided public information regarding zoning issues. Maintained accurate daily records of all inspections; prepared correspondence; delivered notices, letters, board packets/notebooks and miscellaneous as assigned. Attended community after hour meetings and performed night and weekend inspections as assigned. Appeared in court or other judicial proceedings to submit evidence and case summaries for the enforcement/prosecution of civil/criminal infractions of codes, ordinances, and laws.

Record Specialist/Evidence Technician

Winter Park Police Department
10.2002 - 10.2004
  • Sorted, filed, transported, tagged, stored, and inventoried evidence, firearms, weapons, contraband, miscellaneous property, and monies. Processed and filed incoming, returned, and outgoing property records; returned property to rightful owners. Prepared and inventoried accurate lists of guns, firearms, and narcotics to be destroyed and monies for deposit; prepared crime lab submissions. Stored and disposed of narcotics and destroyed evidence pursuant to Florida Statutes. Ordered and distributed expendable items to Police Department personnel. Performed data entry; entered warrants, traffic citations, incident report information, misdemeanor citations and various other related information; updated index files; sent appropriate accident reports to the State. Reviewed and processed departmental transactions; maintained files and records; prepared and generated reports. Utilized a records management and payment system application to prepare receipts, and completed daily cash reports and deposits.

Education

Associate of Science - Criminal Justice

Everest University of Florida
01.2009

Paralegal Certificate - undefined

Kaplan University
01.2004

Skills

  • Ethics Training
  • Harassment Training
  • Soaring to World Class Customer Service
  • Critical Thinking
  • Strategies for Success
  • Compass Series Training

Timeline

Operation Assistant Manager

Orange County Clerk of Courts, Orlando, FL
12.2021 - Current

Supervisor/Operation Support Coordinator

Orange County Clerk of Courts, Orlando, FL
03.2016 - 12.2021

Part Time Retail Associate-Front End Supervisor

Ross Department Store
10.2012 - 05.2021

Senior Trial Clerk

Orange County Clerk of Courts, Orlando, FL
12.2006 - 03.2016

Code Enforcement Officer, Code Enforcement Division

City of Winter Park, Winter Park, FL
10.2004 - 06.2005

Record Specialist/Evidence Technician

Winter Park Police Department
10.2002 - 10.2004

Paralegal Certificate - undefined

Kaplan University

Associate of Science - Criminal Justice

Everest University of Florida

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Lourdes I. Diaz