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Skills

  • Confidentiality and ethics compliance
  • Cross-functional collaboration strategies
  • Client-centered service model
  • Customer service
  • Handling sensitive legal information
  • Customer satisfaction strategy
  • Team building
  • Business operations
  • Appointment scheduling
  • MS Office

Work Experiences

  • Conducted interviews with applicants and explained the scope of various benefits that were available.
  • Contributed to a 41% reduction in intake-to-case conversion times.
  • Coordinated intake process between 10 case handlers.
  • Identified job seekers who were having difficulty finding work and devised strategies to help them succeed.
  • Awarded Innovation Award for excellence in customer experience.
  • Assisted attorneys in preliminary case research.
  • Assisted in creating streamlined workflows, contributing to a 27% reduction in intake-to-case conversion times.
  • Chose qualified applicants to refer to potential employers for job placement.
  • Contributed to zero data breach incidents.
  • Attained a client satisfaction rating of 34%.

Summaries

  • Employers and community organizations are contacted to identify job opportunities for clients.
  • Achieved higher client engagement and retention rates of over 36%.
  • Dedicated to expanding job opportunities by forging strong bonds with employers and job seekers.
  • Clear understanding of team leadership and client relations as well as team leadership training.
  • Achieved a 47% improvement in case initiation times.
  • Achieved 70% faster case processing at peak volumes.
  • Eligibility Specialist with a background in assisting people in understanding and obtaining affordable options.
  • Costs were consistently reduced while profits were increased.
  • Considered a team player who excels at multitasking.
  • Assessed over 8 cases weekly.

Accomplishments

  • Worked closely with attorneys specializing in program to streamline the assignment of new cases, resulting in more effective case strategies.
  • Assisted in the setup and coordination of 7 legal consultations, maintaining clear communication between clients and attorneys.
  • Led an initiative that reduced intake case processing costs by 72%, streamlining the end-to-end workflow.
  • Documented and resolved category which led to process.
  • Optimized intake team scheduling, which resulted in decreased client wait times from the past year to three years.
  • Resolved client intake disputes by leveraging conflict resolution techniques, maintaining a dispute resolution success rate of 35%.
  • Collaborated with team of 6 in the development of initiative.
  • Implemented CRM improvements using metric, contributing to a 51% lower case backlog within the first 5 months.
  • Spearheaded the transition to a new CRM system, metric, improving intake case tracking and accuracy by 16%.
  • Monitored and reported intake performance metrics to upper management, allowing for timely adjustments that enhanced processing speed by 19%.

Affiliations

  • Rotary International
  • Workers' Compensation Institute (WCI)
  • Legal Entrepreneurs for Justice (LEJ) Network
  • Alliance of Legal Advocates Columbus
  • Legal Services National Technology Assistance Project (LSNTAP)
  • Client Intake & Retention Summit Attendee
  • Legal Intake Professionals of America (LIPA)
  • Freemason
  • Toastmasters
  • International Association of Administrative Professionals

Certifications

  • Legal Intake Specialist Certification, Lakeside Partners, 2018
  • Legal Intake and Case Management Workflow Certification, Ironclad Systems, 2019
  • Legal Research Certification, Microsoft Excel, 2017
  • Certified Public Accountant (CPA)
  • ServSafe
  • Case Management Certification (CMC)
  • Law Office Administration Specialist Certification, International Association of Administrative Professionals
  • Certified Intake & Admissions Coordinator (CIAC), National Association of Social Workers
  • Project Management Professional (PMP)
  • Certified Public Accountant

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