From Retail to Leadership: How Debora Found Her Place in Customer Care - St. Johns County Clerk of the Circuit Court and County Comptroller

From Retail to Leadership: How Debora Found Her Place in Customer Care When visiting or calling the Clerk’s Office, most will likely interact with Debora at some point. As a Senior Customer Care Clerk, Debora helps ensure that customers receive clear guidance during what are often stressful or unfamiliar situations. From training staff to stepping in where needed, her role supports both the Customer Care division and the community every day. But Debora didn’t originally set out to work in local government—it was a suggestion from her father that set her on a path that quickly turned into a career. Originally born in Georgia, Debora moved to Florida as a child and eventually settled in the St. Augustine area. Before joining the Clerk’s Office, she worked in retail, unsure of what her next step might be. That changed when her father, who works in maintenance for St. Johns County, mentioned there were open positions at the Clerk’s Office. “He said, ‘You can try it, see if you like it. If not, then you leave,’” Debora recalls. She applied for multiple roles. After interviewing, she decided to take a chance. Comfortable in Customer Care Debora began her career in the Family division, working as a cashier at the front window. The role involved assisting customers face-to-face, handling payments, and helping people navigate processes that were often unfamiliar. It was a fast-paced environment that required both technical knowledge and strong communication skills. Over time, Debora became comfortable handling a wide range of situations and customer needs. When the Clerk’s Office reorganized and merged services, Debora transitioned into Customer Care, where her responsibilities continued to grow. A Role That Keeps Expanding Now serving as a Senior Customer Care Clerk, Debora’s day-to-day work looks very different from when she first started. Her responsibilities include training new employees, updating procedures, and stepping in wherever support is needed—whether at the front counter, the call center, or behind the scenes. “My day-to-day involves providing a lot of education, making sure our division is properly trained,” Debora explains. “And then providing coverage where needed.” With new hires joining the team, Debora often balances multiple responsibilities at once, ensuring everyone has the tools and knowledge they need to succeed. “I enjoy assisting wherever I can,” she says. A Team Effort Behind the Scenes Customer Care is a highly collaborative environment, and Debora plays a key role in keeping the team connected and supported. From answering high call volumes to helping at the cashier windows, flexibility is essential. No two days are exactly the same, and teamwork helps keep operations running smoothly. “My team is great. They work very well together,” Debora says as she speaks about fostering consistency across the team, and ensuring customers receive reliable service. Supporting Customers Through Difficult Moments For Debora, the most rewarding part of the job is the people. “Definitely the customers,” she says. “I just love hearing the stories that they bring in.” Unlike some areas of the Clerk’s Office that focus on celebrations like marriages or travel, Customer Care often deals with more serious matters—traffic violations, court cases, and family-related issues. Many customers arrive feeling anxious or unsure of what to expect. “They don’t know what to do,” she explains. “Sometimes they’re nervous about going to court.” In those moments, clear communication and patience can make a significant difference. Whether helping someone in person or over the phone, she focuses on providing reassurance and practical guidance. “Just hearing that we’re doing a good job for them and helping them out… that’s the best part.” Growing with the Organization Since joining the Clerk’s Office in 2021, Debora has seen the Customer Care team evolve, including the development of the call center. Having worked both before and after those changes, she brings valuable experience and perspective to her current role. Her growth within the organization reflects a willingness to learn, adapt, and take on new challenges. A Career Built on Connection Outside of work, she enjoys a quieter side of life, shaped by her roots in Florida and her close connection to family. Her path to the Clerk’s Office may have started with a simple suggestion, but it has grown into something much more meaningful. What began as a retail job and a recommendation from her father has turned into a leadership role that supports both her team and the public in St. Johns County. “I just love helping people,” she says. Every day, she helps guide customers through complex situations while ensuring her team is prepared to do the same. And for Debora, that connection is what matters most.