LEANN SAMUEL

• Provide client service on sensitive issues and confidential information with tact, diplomacy, respect and inclusiveness

Interpret, apply, and explain applicable legislation, policies and procedures to determine appropriate enforcement action
• Provide quality customer service in a high-volume, client-focused environment
• Work effectively as a team member to support team goals
• Explain and disseminate detailed information on enforcement actions and complex matters to clients in plain language, using verbal and written communication skills
• Develop resolutions for a positive client experience

Use my analytical skills to identify and apply key terms of court orders, review and prepare files for enforcement action, and respond to client inquiries
•Use problem-solving skills to resolve client and case management issues
• Achieve targets and standards by effectively organizing and prioritizing timelines within a diverse workload with conflicting deadlines from a variety of sources.

•Interpret and apply policies and procedures as well as ability to acquire knowledge of legislation in order to explain support requirements to clients and assist in the enforcement and management of family support issues
• Understanding of family court systems/procedures and legal systems to obtain and assess accuracy of legal documents, explain court processes and decisions to clients, and provide status of cases to clients

• Use negotiation and problem solving skills to influence and encourage compliance, negotiate payment arrangements with clients based on verifiable financial evidence, update financial information records and prepare correspondence
• Operate computer hardware and software and financial systems to research, access and enter data, conduct research, prepare routine correspondence, as well as learn new applications and databases

• Remain flexible and rational in stressful situations, working well under pressure
• Building and maintaining positive relationships with internal and external stakeholders

• Produce creative case management solutions that are tailored to the situation of clients, within the scope of policies and legislation
• Quickly and thoroughly evaluate a case to determine appropriate next steps
• Develop resolutions and promote compliance for a positive client experience involving complex support issues

• Achieve results using a positive, collaborative approach with peers and clients

Work co-operatively to provide client support and work in a supportive team environment

• • Explain detailed information related to legal and program documents to staff, courts, and lawyers
  • Well-developed interpersonal and communication skills to maintain a positive working relationship with staff, clients and stakeholders.
  •Tactfully respond to sensitive issues while maintaining confidentiality.
• Building a positive client service relationship.
• Use my customer service, analytical and communication skills in a team setting.
  • Review, prioritize, scan and index family support related correspondence, court orders, client financial information, program materials, and other legal documents
  • Prepare outgoing documents and maintain manual and computerized filing systems, records, and reports
  • Prepare and process documents for legal matters and hearings
  • Provide administrative inquiry assistance to support clients
  • Work with and apply legislation, policies, procedures, and guidelines
  • In-depth knowledge of the Family Responsibility and Support Arrears Enforcement Act
  • Proficient with computer software applications to enter and update data, draft correspondence, prepare statistical reports and spreadsheets
  • Operate office equipment including photocopiers, printers, and fax machines Analytical, Reasoning, and Problem-Solving Skills
  • Review, assess and determine needed action on a range of program documents in accordance with established standards and guidelines
  • Maintain an accurate file record for litigation purposes
  • Excellent analytical skills to review documents for accuracy and completeness, identify missing items and/or errors and check quality of completed products
  • Prioritize, review, and process a high volume of documents within tight deadlines
  • Sharp attention to detail to ensure accurate information is provided to complete assigned tasks in a timely manner

• Provided key leadership to project managers, directors, and other team members.
• Managed complex projects from inception to completion, ensuring timely delivery of high-quality results.
• Organized workshops and trainings for stakeholders, increasing understanding of program goals and objectives.
• Facilitated stakeholder engagement sessions, incorporating valuable feedback into program development processes.
• Collaborated with cross-functional teams to design and implement innovative programs that addressed community needs.
• Maintained detailed documentation on all aspects of programs, creating an accessible knowledge base for future reference.
• Analyzed internal reports to evaluate program effectiveness by using outcomes-based approach.
  • Explain eligibility requirements to clients in plain language, using verbal and written communication skills
  • Remain flexible and rational in stressful situations, working well under pressure
  • Demonstrated experience building and maintaining positive relationships with internal and external stakeholders
  • You can research, analyze, and assess financial documents to calculate program eligibility
  • Interpret, apply, and explain applicable legislation, policies and procedures to determine program eligibility
  

• Assisted citizens in completing forms and applications, ensuring accuracy and compliance with regulations.
• Liaised with other government agencies to coordinate services, ensuring seamless interaction for citizens across multiple departments.
• Handled high-volume inquiries from citizens, maintaining a professional demeanor and providing clear communication.
• Processed applications for various benefits, and licenses, and registrations within established timeframes.
• Answered and managed incoming and outgoing calls as well a sin person, while recording accurate messages for distribution to office staff.
• Trained and supervised employees on office policies and procedures.
• Increased customer service success rates by quickly resolving issues.