Dedicated Senior Legal Assistant specializing in customer relations, policy compliance, and cross-channel support. Proven ability to resolve complex cases, prevent escalations, and collaborate on operational improvements.
Provided advocacy and conflict resolution in customer interactions across multiple platforms, maintaining high service standards.
Interpreted and ensured adherence to company policies and regulatory requirements, notably DOT and BBB standards.
Handled back-office, live chat, social media, and phone interactions simultaneously to meet high-volume operational needs.
Identified and escalated gaps in policies and processes to leadership, contributing to service and compliance enhancements.
Concentrix, Frontier Airlines
Reviewed and interpreted company policies and regulatory requirements to resolve complex customer cases in compliance with Department of Transportation (DOT) and Better Business Bureau (BBB) standards., Prevent customer escalations by resolving cases before they result in formal complaints or legal...
High School Diploma
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Worked closely with management and client representatives to coordinate meetings and support operational goals.
