Dawn Melissa Hand

Contract Management for Employability Scheme

• Maintain relationships with external Employability contractors
• Collaborating closely with team members to achieve project objectives and meet deadlines.
• Updating and maintaining Employability databases with current information.
• Completed day-to-day duties accurately and efficiently.
• Promoted high Employability Contractor satisfaction by resolving problems with knowledgeable and friendly service.
• Scheduling, conducting and note taking for the Employabiliity Contractor Quarterly Meetings (18 Contractors)
• Attending off site Contractor meetings, conferences.
• Creating and issuing Change Control Notices for amendments to contracts.

Managing and day to day running of Carer's Allowance Section.

• Delegated work to staff, setting priorities and goals.
• Used excellent verbal skills to engage with Public Representatives, the general public and solicitors to effectively determine needs and requirements.
• Coordinated personnel efforts while successfully executing complex operations through efficient task completion in a very busy and understaffed section
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of Carer's Allowance.
• Compiled weekly statistics.
• Coordinated with cross-functional teams to ensure successful project completion.
• Managed day-to-day operations and assisted Higher Executive Officer with overall strategizing.
• Answering Parliamentary Questions (PQ's) for Carer's Allowance Section.
• Answering and quality checks on Ministerial Representations (Min Reps). These queries need a very detailed response and in depth case investigation.
• Resolved TD and customer complaints in a timely manner while maintaining high levels of service quality.
• Maintained relationships with TD's while manning the Carer's Allowance TD Helpline.

Manager/1890 Supervisor in PAYE Customer Service.

• Delegated work to staff, setting priorities and goals.
• Management of staff (8 Clerical Officers)
• Ensured compliance with all applicable regulations related to the organization's operations.
• Conducted regular audits to verify accuracy of customer claims
• Coordinated personnel efforts while successfully executing complex operations through efficient task completion.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge on work practices
• Monitored performance of staff members to ensure compliance with company standards.
• Oversaw the recruitment, training, development and evaluation of personnel. Training Officer for both floors from 2016 to 2019 (over 70 staff)
• Resolved customer complaints in a timely manner while maintaining high levels of service quality written and on the 1890 PAYE Helpline.
• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions (ITS Superuser and ICCF/BOA Superuser).
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service (My Enquiries on My Account)
• Recognized by management for providing exceptional customer service - I was recommended for and received the Higher Scale Executive Officer.

Customs and Excise Enforcement Officer - RAET North Ashtown Gate - Dublin

• Daily commuting from Ashtown Gate, Dublin (base) to Monaghan, Cavan, Longford, Dundalk, Donegal to assist Monaghan, Louth, Longford and Donegal Enforcement Teams in tackling Oil Laudering and Mineral Oil Fraud on the border through detection of oil laundries with planned surveillance operations, seizures of illicit fuel and Mineral Oil Fraud through checkpints and garage checks
• Collaborated with other Enforcement Team and Law Enforcement Officials to provide relevant information regarding observed or suspected criminal activity.
• Assisted other Enforcement Teams in targeting and combatting the shadow economy trade in alcohol, tobacco products and drugs through seizures and prosecution of offenders
• Located and seized vehicles, and prosecuted offender due to non payment of VRT through checkpoints and information received.
• Documented daily data related to investigations and findings.
• Responded quickly and efficiently when emergency situations arose at checkpoints.
• Monitored suspicious activity and carried out test purchases.
• Interpreted and explained laws and regulations to offenders.
• Communicated with public to promote understanding and compliance by translating complex legal jargon into simplified language.
• Conducted searches of vehicles, vessels, and containers for contraband.
• Worked with law enforcement agencies to carry out mandated civil and criminal prosecutions.
• Testified in court cases to provide subject matter expertise.
• Participated in training programs designed to increase knowledge about Customs policies and procedures.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Updated and maintained databases with current information.
• Permanently on-call.

Managing the Ballinasloe District Court Office (I received an Acting Up Allowance to cover the AP position).

• Managing the daily operations of the court office, with 2 staff members.
• Acting as Court Registrar, preparing court lists, running the court, recording the Judge's orders, issuing Warrants, Bonds, Summons, Barring Orders
• Acting as Court Cashier, processing billing and payments for fines, bonds, bail and other court fees, also recording details of payments.
• Responded to inquiries from solicitors, law enforcement, and the public.
• Assembled paperwork and relevant files and briefs for use by judge at hearings and trials, using discretion to indicate key information relevant to judgment and prosecution decisions.
• Coordinated the use of court facilities for special hearings and events.
• Dealing with all Criminal, Family Law, Civil and Enforcement and Licensing matters.
• Ensured all court fees and fines were collected and properly recorded.
• Provided customer service to the public regarding court procedures and case status.
• Provided administrative support to the court staff by preparing and filing legal documents.
• Liaised with general public to process document requests and provide customer service by phone or email and in person, keeping records of payments and documents provided.
• Verified accuracy of case information entered into the computer system prior to hearings or trials.
• Assisted in data entry for all incoming cases into the computer system.
• Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts and updating computer systems.
• Tracked exhibits admitted during court hearings and updated documentation.
• Greeted visitors entering the courthouse and provided assistance as needed.
• Attended all sessions of court and recorded minutes of proceedings.
• Recorded and maintained official court records with high accuracy.
• Coordinated with solicitors, judges, clerks of court and other personnel to ensure smooth running of court proceedings.
• Prepared and issued summons, complaints, warrants and other documents necessary for daily courtroom operations.
• Advised supervisors, judges and other office members on records, case status and other developments, alerting of approaching deadlines and procedural requirements.
• Reviewed paperwork submitted by solicitors to verify accuracy before submitting it to the judge.
• Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
• Permanently on-call (Special/ Night courts)

Court Clerk at Galway District Court Office.

• Assisted in data entry for all incoming cases into the computer system.
• Greeted visitors entering the courthouse and provided assistance as needed.
• Attended all sessions of court and recorded minutes of proceedings.
• Recorded and maintained official court records with high accuracy, preparing court lists, running the court, recording the judge's orders, issuing warrants, bonds, summons, and barring orders.
• Acting as Court Cashier, processing billing and payments for fines, bonds, bail, and other court fees, while also recording details of payments.
• On-call duty: Coordinated the use of court facilities for special hearings and events.
• Dealing with Legal Aid Claims.
• Small Claims Registrar
• Provided customer service to the public regarding court procedures and case status.
• Provided administrative support to the court staff by preparing and filing legal documents.
• Liaised with general public to process document requests and provide customer service by phone or email and in person, keeping records of payments and documents provided.
• Verified accuracy of case information entered into the computer system prior to hearings or trials.
• I attended outside courts at Athenry, Gort, and Kinvarra when needed.

Clerical Officer at Accountant's Office of The High Court (I received 2 x Exceptional Performance Awards for 2 years running)

• Making lodgments and dealing with High Court funds for minors and Wards of Court as directed by Registrars.
• Issuing payments as directed by court orders
• Dealing with members of the Redress Board cases.
• Liaising with High Court Registrars in regards to orders and judgements.
• Maintained filing systems, both electronic and physical, for easy document retrieval.
• Performed data entry functions using computers and various software programs.
• Maintained confidentiality of sensitive information and documents.
• Requested by Principal Officer to take on higher duties as I was more skilled at the tasks.