Celia A. Gonzales
Phoenix
Overview
19
19
years of professional experience
1
1
Certification
Work History
Administrative Assistant-State of Arizona Department of Child support CSS Officer II, Specialized Enforcement/Case Manager
Department of Child Support Services
10.2014 - Current
- Notary expires January 21,2019
- Access to process , GearUp, Velocity, Process mailed in payments
- Complete assignments with limited direction and supervision
- INTAKE/TANF UNIT
- Data entry, Outlook, Filing, Word, Excel, Receive, Fax, Sort inner office
- Researched public records ATLAS in order obtain residential and mailing addresses
- Prepare –sort mail and packages for shipment
- Imaged paper records into electronic files for preservation
- Court orders
- Correspondence from Support Payee, Support Payor, Other States
- Modification packets
- Interstate documents
- Affidavits
- Official documents
- Employment wage verifications
- Income expense/Locate documents
- Undeliverable mail
- Debts paperwork
- Utilized various programs ATLAS, OnBase Client, Disconnected scanning, DCSS Web
- Front Desk Duties costumer service, Multi-task (re: answer phones, enter documentation, greet clients, assist staff) maintain and update files for clients, check in clients, TANF, New Apps, Modification packets
- Phone Calls to Support Payee, Support Payor Employers, Eloquence, Contact Other States
- Created Excel Spread sheet to Track an Process Mailed in Payments
- Process walk-in and mailed-in payments
- Trained new hires in reception area also ensured that the goal of the agency is being met on a daily basis.
- Provide a positive work environment and willingness to assist where assistance is needed
- Monitor /assist caseworkers
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Improved department efficiency by streamlining and implementing policies and processes.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Established protocols for handling sensitive information, ensuring confidentiality and compliance with legal standards.
Administrative Assistant-State of Arizona Department of Child support CSS Officer 1, Specialized Enforcement/Mailroom/Scanning Technician
Kelly Services
06.2014 - 10.2014
- Completed training on the mainframe system Atlas used by agency –“Intro to Atlas”
- Data entry, Outlook, filing, word, excel, receive, sort inner office
- Researched public records ATLAS in order obtain residential and mailing addresses
- Prepare mail and packages for shipment, Eloquence
- Imaged paper records into electronic files for preservation
- Court orders
- Correspondence from CP and NCP
- Modification packets
- Interstate documents
- Affidavits
- Official documents
- Employment wage verifications
- Income expense/Locate documents
- Undeliverable mail
- Utilized various programs Atlas, OnBase Client, Disconnected scanning, DCSS Web
Environmental Services Attendant
Global Spectrum University of Phoenix Stadium
12.2009 - 08.2010
- Lead a cleaning crew of 5 before, during, after all events
- Performed routine duties for general maintenance, appearance and upkeep
- Followed scheduled determined by supervisory personnel
- Performed general cleaning, vacuumed, emptied trash
- Collected/washed/put away dirty linen, dusted, mopped, wet mopped stadium
- Cleaned/maintained restrooms
- Performed carpet care and floor care, moved furniture
- Set up/tear down before and after games, or any kind of events happening at the stadium
- Cleaned rooms and suites
Collector/Administrative Assistant/Accounts Receivable/Customer Service Representative
Norton Lilly International
09.2007 - 12.2009
- Per Diem Collections
- Data Entry, filing, Microsoft word, Excel, faxing, scheduled in Outlook
- Research and organize disputes and complaints in ORACLE System
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Trained new team members on scripts, company services, and collection strategies.
- Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
- Negotiated settlements in a timely manner, reducing the number of long-term delinquent accounts.
- Negotiated to collect balance in full.
- Used probing techniques to determine debtors' reasons for delinquency.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Administrative Assistant-State of Arizona Corporate Commissions/Child Support
Kelly Services
08.2006 - 09.2007
- Worked with Microfish, Star pass, Docuware
- Data entry, filing, word, excel, faxing, sorted out mail
- Worked in the FIDM department
- Sent documents to various banks, departments and regions
- Customer service and researched public records
- Worked with the public to file and research legal documents for child support.
- Data Entry to start legal process for court ordered child support
- Assisted with the file room when needed
- Delivered files to case workers in interview process
- Copied and purged legal files in the County Attorney’s Office
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Volunteered to help with special projects of varying degrees of complexity.
Education
Bachelor Degree - Healthcare Administration/Management
University of Phoenix
Phoenix, AZ05.2025
Associates Degree - Healthcare Administration
University of Phoenix
Phoenix, AZ06.2012
Diploma - Medical Assistant
The Bryman School
06.2003
Skills
- Work coordination
- Report writing
- Strategic planning
- Innovation and creativity
- De-escalation techniques
- Interview techniques
- Teamwork and collaboration
- Problem-solving
- Time management
- Organizational skills
- Written communication
- Team building
Certification
- Department of Public Safety Fingerprint Clearance Card
- State of Arizona Level One
- Expire Date: May 2020
Timeline
Administrative Assistant-State of Arizona Department of Child support CSS Officer II, Specialized Enforcement/Case Manager
Department of Child Support Services
10.2014 - Current
Administrative Assistant-State of Arizona Department of Child support CSS Officer 1, Specialized Enforcement/Mailroom/Scanning Technician
Kelly Services
06.2014 - 10.2014
Environmental Services Attendant
Global Spectrum University of Phoenix Stadium
12.2009 - 08.2010
Collector/Administrative Assistant/Accounts Receivable/Customer Service Representative
Norton Lilly International
09.2007 - 12.2009
Administrative Assistant-State of Arizona Corporate Commissions/Child Support
Kelly Services
08.2006 - 09.2007
Diploma - Medical Assistant
The Bryman School
Bachelor Degree - Healthcare Administration/Management
University of Phoenix
Associates Degree - Healthcare Administration
University of Phoenix
Similar Profiles
Obianuju NwukeObianuju Nwuke
Child Support Specialist II at Department of Child Support ServicesChild Support Specialist II at Department of Child Support Services
Faviana AvilaFaviana Avila
Child Support Specialist II- Call Center Agent/ Case Manager/ Auditor at Butte County Department of Child Support ServicesChild Support Specialist II- Call Center Agent/ Case Manager/ Auditor at Butte County Department of Child Support Services
Alexis SosaAlexis Sosa
Child Support Specialist III at Department Of Child Support ServicesChild Support Specialist III at Department Of Child Support Services
Jason MeyersJason Meyers
Sr. Lead/Strategic Customer Success Manager at UberallSr. Lead/Strategic Customer Success Manager at Uberall
NIGEL JOHNSONNIGEL JOHNSON
Rack Associate/Safety Ambassador at Petsmart Distribution CenterRack Associate/Safety Ambassador at Petsmart Distribution Center