Mircosoft Office
Patrene Ash
Florida
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
12
12
years of professional experience
1
1
Degree
1
1
Certificate
Work History
Caseworker
Ministry Of Children, Community And Social Services
Toronto, ON
02.2021 - Current
- Collaborated with multidisciplinary teams for improved client outcomes and coordinated care.
- Monitored case progress for timely completion and compliance with applicable regulations.
- Recorded case notes and performed follow-up documentation.
- Provided crisis intervention and case management services to child, family and legal guardians.
- Assessed needs of each client and recommended appropriate services and resources.
- Facilitated communication between custodial and non-custodial parents, resulting in more amicable resolutions.
- Expedited legal actions to secure child support payments through coordination with attorneys and court officials.
- Educated parents about their rights and responsibilities concerning child support matters, fostering understanding and cooperation.
- Conducted thorough financial investigations to accurately determine non-custodial parents'' ability to pay child support obligations.
- Promoted parent accountability through monitoring compliance with court orders and initiating enforcement actions as needed.
- Increased child support collections by implementing effective case management strategies and ensuring timely followups.
- Developed customized payment plans for delinquent payers, increasing compliance rates and reducing arrears balances.
- Managed sensitive information discreetly while adhering to strict confidentiality protocols in accordance with state regulations and agency policies.
- Collaborated with legal teams to prepare cases for court hearings, ensuring comprehensive documentation of evidence.
Enforcement Officer
Ministry of Children, Community and Social Service
Toronto, ON
04.2013 - 01.2021
- Identified trends or patterns in observed violations, enabling proactive planning for future enforcement activities.
- Reduced outstanding debts by negotiating payment plans with delinquent parents and pursuing wage garnishments when necessary.
- Enhanced enforcement efforts for better case resolution by collaborating with other agencies or take actions such as termination of Drivers Licenses, Passport.
- Improved child support compliance by conducting investigations and monitoring cases.
- Achieved successful outcomes for children's well-being by working collaboratively with lawyers, social workers, probation officers, and other professionals involved in cases.
- Improved response times by effectively prioritizing tasks based on urgency, risk, and available resources.
- Facilitated smooth month-end close processes by efficiently reconciling accounts and addressing discrepancies promptly.
- Established strong relationships with external partners including employers, educational institutions, and government agencies to expedite verification process when necessary.
- Maintained detailed records of investigations, actions taken, and outcomes achieved for future reference and analysis
- Assisted with training new enforcement officers, ensuring they were well-prepared to carry out their duties effectively
Customer Support Specialist, Drivers and Vehicles
Ministry of Government Services
Toronto, ON
09.2012 - 04.2013
- Utilized customer service software to manage interactions and track customer satisfaction.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Educated customers about billing, payment processing and support policies and procedures.
- Conducted follow-up calls with clients as needed, demonstrating commitment to ongoing support and relationship-building efforts.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring high level of professionalism at all times.
- Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Successfully resolved conflicts with dissatisfied customers through active listening and problem-solving skills.
- Assisted customers with completing forms, clarifying requirements, and answering questions regarding motor vehicle processes.
- Established strong relationships with stakeholders through clear communication of objectives, progress updates, and issue resolution efforts.
- Improved customer satisfaction by efficiently resolving complex issues and providing exceptional service.
Education
Bachelor of Arts - Social Service Worker
Humber College
Toronto 05.2001 -
Skills
Assessment skills
Self-awareness
Issue identification and resolution
Client interaction
Call center experience
Call Management
Product Knowledge
Customer Service
Active Listening
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Accomplishments
- Resolved product issue through consumer testing.
- successfully reduced my caseload by negotiating with precision and efficiency
- achieved a high rate of case closures through proactive follow-up and client engagement.
- Maintained accurate and up-to-date case records, ensuring compliance with regulatory standards.
Certification
APD Training
Affiliations
United Way
Quote
With God all things are possible
Software
Languages
English
Advanced (C1)
Interests
Exploring different cultures, cuisines, and historical landmarks around the world
Exercise routines, nutrition, and mental well-being
Timeline
APD Training
01-2024
Caseworker
Ministry Of Children, Community And Social Services
02.2021 - Current
Enforcement Officer
Ministry of Children, Community and Social Service
04.2013 - 01.2021
Customer Support Specialist, Drivers and Vehicles
Ministry of Government Services
09.2012 - 04.2013
Bachelor of Arts - Social Service Worker
Humber College
05.2001 -