Juanita Simpson
Casa Grande
Summary
Senior-level Investigator with experience managing case analysis in high volume settings. Adept at partnering with colleagues and other agencies to gather investigative data. Known for excellence in interrogation tactics and strategic planning.
Overview
10
10
years of professional experience
Work History
Child Support Officer II
State of Arizona Department of Economic Security
11.2024 - Current
- Monitored cases for support order compliance and made adjustments.
- Performed case management tasks to enforce court-ordered child support obligations.
- Performed skip tracing activities to locate absent parents and assets.
- Interviewed involved parties to confirm facts, verify data, and locate persons and financial assets.
- Explained policies, procedures and instructions to parents.
Escalation Specialist
Wells Fargo
11.2022 - 09.2024
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Implemented and developed customer service training processes.
- Responded proactively and positively to rapid change.
Customer Experience Manager
Huntington National Bank
06.2015 - 10.2022
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Mentored local personnel on best practices and protocols to maximize productivity.
- Conducted market research to identify new opportunities and target markets.
Education
Bachelor of Science - Criminal Justice
University of Phoenix
Tempe, AZ08-2023
Skills
- Court order obtainment
- Office administration
- Calm under pressure
- Research
- Legal compliance
- Interview techniques
- Evidence collection
- Policy administration
- Attention to detail
- Conflict resolution
- Data analysis
Timeline
Child Support Officer II
State of Arizona Department of Economic Security
11.2024 - Current
Escalation Specialist
Wells Fargo
11.2022 - 09.2024
Customer Experience Manager
Huntington National Bank
06.2015 - 10.2022
Bachelor of Science - Criminal Justice
University of Phoenix
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