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Skills

  • Regulatory compliance
  • Business operations
  • Confidential information handling
  • Application Review
  • Customer service excellence
  • Client intake management
  • Communications
  • Project organization
  • Operational improvement
  • Proficiency in Tableau

Work Experiences

  • Contributed to firm growth by $6 for the year.
  • Boosted client-to-case conversion by 65% annually.
  • Added documents into the firm's filing system.
  • Coordinated intake process between 10 case handlers.
  • Achieved zero complaints.
  • Assisted in creating streamlined workflows, contributing to a 27% reduction in intake-to-case conversion times.
  • Achieved consistent positive client feedback.
  • Coordinated between attorneys and over 10 clients.
  • Conducted initial client interviews.
  • Followed guidelines when reviewing applicant data to determine eligibility for financial assistance.

Summaries

  • Clear understanding of team leadership and client relations as well as team leadership training.
  • Adept at evaluating client eligibility.
  • Professional who is well-organized and has excellent communication and multitasking skills.
  • Achieved client satisfaction rates of over 29% in 2017.
  • Awarded Innovation Award for client satisfaction.
  • Achieved a 56% overall processing efficiency improvement.
  • Built payment arrangement systems during intake.
  • Achieved a satisfaction rate above 80% in 2024.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Professional who can keep accurate records, schedule appointments, and handle a variety of administrative tasks in both English and Spanish.

Accomplishments

  • Led an initiative that reduced intake case processing costs by 72%, streamlining the end-to-end workflow.
  • Worked closely with attorneys specializing in program to streamline the assignment of new cases, resulting in more effective case strategies.
  • Managed intake operations during a period of increased case volume, processing over 12 new client cases per week with no delays in case handling.
  • Onboarded new clients with a detailed explanation of initiative process, improving case understanding and time-to-litigation by 34%.
  • Resolved client intake disputes by leveraging conflict resolution techniques, maintaining a dispute resolution success rate of 35%.
  • Reduced case closure times by 21% by implementing a revised client intake protocol focused on maximizing attorney response time.
  • Monitored and reported intake performance metrics to upper management, allowing for timely adjustments that enhanced processing speed by 19%.
  • Revitalized the client onboarding program, ensuring clarity and compliance, leading to a 77% rise in successful case conversions.
  • Resolved product issue through consumer testing.
  • Trained new hires on best practices for client intake and conflict resolution, leading to a 73% reduction in intake-related complaints.

Affiliations

  • Summit Group Outstanding Service Award
  • The Pro Bono Project Seattle
  • Toastmasters
  • Legal Intake Professionals of America (LIPA)
  • International Council of Nurses
  • National Federation of Paralegal Associations (NFPA)
  • Certified Legal Manager (CLM) through ALA
  • Freemason
  • Association of Legal Administrators (ALA)
  • Association for Conflict Resolution (ACR)

Certifications

  • Certified Paralegal (CP) – National Association of Legal Assistants (NALA)
  • Certified Client Service Specialist (CCSS), College for Professional Studies
  • Certified Legal Secretary Specialist (CLSS) - Legal Secretaries International Inc.
  • CompTIA Security+
  • Law Office Administration Specialist Certification, International Association of Administrative Professionals
  • Certified Information Privacy Professional (CIPP/US) - International Association of Privacy Professionals
  • LexisNexis Legal Research Certification
  • Certified E-Discovery Specialist (CEDS) - Association of Certified E-Discovery Specialists
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified Systems Engineer (MCSE)

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