Sonya Powers
Flat Rock,MI
Summary
Experienced customer service representative with a strong focus on effective communication, both written and verbal. Demonstrating exceptional active listening skills and the ability to analyze and solve problems efficiently. Committed to enhancing customer experiences by consistently displaying service-oriented behaviors. Recognizing the significance of understanding customer desires, consistently goes above and beyond to provide tailored solutions that foster long-term loyalty.
Overview
10
10
years of professional experience
Work History
Court Legal Self-Help Center - Court Services Navigator
Third Judicial Circuit of Michigan
04.2019 - Current
- Point person responsible for engaging self-represented litigants needing general information regarding Court policies, procedures, and forms without offering legal advice
- Refer litigants to outside agencies and other community resources if their needs exceed scope of Legal Self-Help Center (LSHC)
- Defined and implemented processes used to obtain and report customer feedback metrics to leadership
- Provide statistical reports to leadership highlighting litigant usage of LSHC services
- Instruct litigants in use of court's computerized application (michiganlegalhelp.org), used to generate complaints and responses for various court motions
- Perform administrative tasks for Detroit Bar Association Legal Services Virtual Clinic by matching self-represented litigants with attorneys for family and civil law matters
- Consistently remained professional and poised when dealing with all personnel, even during moments of extreme stress.
- Exercised strong decision-making skills during high-stress emergency scenarios while adhering to company policies and procedures.
Information Specialist I/Customer Service Representative
Wayne County Friend of the Court
01.2016 - 04.2019
- Implemented child support and assisted customers by updating account information and records in court files
- Responded to case inquiries made by public, private bar, agencies, and other court departments
- Managed litigant screenings for Consent Hearings
- Entered support orders, calculated and verified account arrearages.
- Used database to research, gather, analyze and present data.
- Assisted patrons with complex research inquiries, providing expert guidance and personalized support throughout process.
Data Entry Clerk III
Wayne County Friend of the Court
03.2015 - 01.2016
- Prepared and scheduled litigant cases for domestic relations conferences,
- Research and retrieved court files, records, reports, and other legal documents from filing system
- Respond to 'out of state' agencies for various inquires
- Scheduled and registered Custodial/Non-Custodial parties for genetic testing appointments.
- Organized, sorted, and checked input data against original documents.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
Data Entry Clerk I
Wayne County Friend of the Court
04.2014 - 03.2015
- Completed dismissal process for non-Service files.
- Followed established procedures to enter and process data correctly.
- Prepared and processed high volume of new court case files weekly
- Updated and retrieved litigant information utilizing Court databases MISCES and Odyssey
- Scanned and prepared files, and other legal documents for Imaging Department.
Education
Bachelor of Science - Integrated Leadership Studies
Central Michigan University
Mount Pleasant, MI12.2022
Skills
- Strategic Thinking
- High impact/high volume Customer Service
- Problem Resolution
- Decision-making capabilities
Timeline
Court Legal Self-Help Center - Court Services Navigator
Third Judicial Circuit of Michigan
04.2019 - Current
Information Specialist I/Customer Service Representative
Wayne County Friend of the Court
01.2016 - 04.2019
Data Entry Clerk III
Wayne County Friend of the Court
03.2015 - 01.2016
Data Entry Clerk I
Wayne County Friend of the Court
04.2014 - 03.2015
Bachelor of Science - Integrated Leadership Studies
Central Michigan University
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