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Competencies
Demonstrated experience with Advanced English.
Demonstrated experience with Customer Service & Escalations.
Demonstrated experience with Client Communication.
Demonstrated experience with KPI Management & Reporting.
Demonstrated experience with Process Development & SOP Creation.
Languages
Experience
Intake Specialist / Legal Support
Handled high-volume legal intake calls and screened claimants across mass torts., Completed hundreds of Plaintiff Fact Sheets (PFS) with accuracy., Managed callback scheduling, communication logs, and documentation., Provided general legal process explanations (non-legal advice).
Operations Supervisor
Managed multiple programs and led an international project independently., Built operational structure, KPIs, and reporting systems., Trained teams on process, product, and performance management., Oversaw quality, performance, and workflow optimization.
Escalations Specialist
Maintained 4.5/5.0 CSAT in high-pressure escalations., Ranked 1st of 120 agents; recognized as a Top Performer., Resolved complex cases with accuracy and empathy.
Customer Service Representative
Managed 100+ inbound calls daily with strong quality., Contributed to CSAT improvements.