Melissa Ponder

Maintains and ensures accuracy and integrity of the Courts' electronic and paper files. Records, research's, and processes orders of the court and ensure timely completion. Acts as administrative interface between the County Clerk's Office, Court, Judiciary, attorneys, and the general public. Responsible for maintaining specialized knowledge of the Rules of Court and all statutes governing processes handled by these Courts. Prioritizes daily activities to ensure the judicial process maintains efficiency.

• Make complex decisions based on verbal instruction, established procedures, Rules of Court, and legal statutes. Prepare and research cases for court dockets and hearings by ensuring accuracy, integrity, and completeness of cases.
• Review, accept, or return for correction electronic and paper filings for new and existing cases. Provide statute-mandated documents to relevant case parties and agencies.
• Detailed reading and comprehension of a multitude of legal instruments including interpreting them in order to determine what further action is required and expediting those that are time sensitive.
• Prepare a diverse range of legal documents such as judgments, writs, warrants of arrest and citations, judicial orders, exemplified and certified copies, and other documents from court actions. Review documents and data entry of peers in order to ensure accuracy of work product.
• Produce bills of cost and reviews cases for accurate assessment of court costs, filing fees, and fines.
• Regularly assist Court staff, attorneys, general public, and other agencies with inquiries. Assist customers via phone or in person with questions concerning cases and filings. Receives verbal instruction from judiciary and court staff and determines what further action is required.
• Assist with training new staff and monitoring work product.
• Record court activity to facilitate State-mandated reporting to Office of Court Administration and Department of Public Safety.
• Performs cashier duties and balances till as required. May prepare deposits.
• Analyze and updates court policies and procedures, seeking management input as needed. Identify and implements best practices in area of responsibility.

• Assisted customers in navigating the company website or mobile app for self-service options when applicable.
• Collaborated with team members to improve overall response times and service quality.
• Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
• Negotiated successful resolutions between customers and the company during disputes or disagreements.
• Enhanced customer experiences by providing timely and accurate information on products and services.
• Delivered personalized recommendations based on individual customer needs, driving sales growth.
• Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
• Served as a liaison between customers and other departments within the organization, ensuring seamless coordination in addressing client needs.
• Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Trained staff on operating procedures and company services.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

• Optimized overall cost-efficiency of the organization''s networks by teaching staff how to implement preventative maintenance measures.
• Assessed trainee progress through evaluations and feedback, ensuring optimal learning outcomes.
• Streamlined the onboarding process for new hires by creating a structured network training curriculum.
• Facilitated virtual, in-person and blended learning sessions.
• Wrote training manuals for Expedia.com and Hotels.com employees and Customer Service and Sales positions according to strict company guidelines and Industry protocols.
• Developed and implemented successful onboarding program.
• Designed and delivered web-based, self-directed learning materials.
• Provided coaching and mentoring to employees.
• Established and maintained quality control standards.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Developed job-specific competencies and performance standards.
• Delivered engaging network training sessions, resulting in high participant satisfaction and knowledge retention.
• Reduced troubleshooting time by emphasizing diagnostic best practices during instruction sessions.
• Conducted regular reviews of existing training materials, updating content as needed based upon technological advancements or organizational changes.
• Proved successful working within tight deadlines and a fast-paced environment.