Experienced in legal support, client relations, team supervision, and quality analysis across law offices and client service environments.
Handled client intake and follow-up, ensuring a positive experience and efficient communication.
Assisted in drafting, organizing, and filing legal documents to support legal team operations.
Supervised front desk staff, providing coaching and performance feedback to improve service quality.
Developed quality testing strategies and recommendations to ensure adherence to client standards.
Law Office in Los Angeles, CA
Calling clients and help them to fill out forms and sign up process., Gathering client’s documents (insurance information, information authorization, agreements, attorney substitutions, fee waiver, Stipulations)., Assist in drafting and filing legal documents, helping the team stay organized., Manage reservations and room availability for trial day., Calendar coordination, schedule hearings, meetings and setting up appointments., Performing basic administrative and customer service tasks such as answering phone calls, responding emails and greeting clients., Use of Airtable, for keeping track of client’s information and cases., Use of Ring Central.
Law Office in Los Angeles, CA
Supervise front desk staff and ensure that they provide excellent customer service., Respond to client's inquiries through calls, email and text messages., Monitor daily operations of the front desk, including check-ins, check-outs., Train and coach front desk staff., Monitor staff performance (side by side), and provide feedback., Work with multiple departments to schedule and organize client appointments.
Law Office in Los Angeles, CA
First point of contact for incoming clients., Engage with potential clients via phone and email, creating a welcoming and professional first impression., Schedule and follow up on client appointments, ensuring timely communication., Provide exceptional customer service.
High School Degree
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Provided exceptional service via phone, email, and in-person interactions across multiple roles.
IBEX Nicaragua
Develop and perform quality test processes, training test., Make recommendations for coaching and follow up to bottom performers., Finding opportunity areas and sharing the best way to improve the trends., Creating a monthly plan, ensuring whether the quality requirements adhere to the client’s policies., Complete professional development to ensure that testing strategies are current., Maintain working knowledge of quality standards making sure agents follow the requirements from the client.
Keiser University Latin American Campus
Complete enrollment documents and assist with registration process, resolve enrollment issues and answer questions about courses and facilities., Use of Customer Relationship Management (CRM)., Interview applicants one-on-one and assist them with admissions paperwork and application process., Prepare reports of students sponsored by third party organizations and report to them., Recruit prospects by promoting services through different means of communication for a greater enrollment and/or student retention.
SITEL NICARAGUA
Assisting customer needs and explain services, processes, procedures and guidelines., Solving problems and ensuring satisfactory customer service.
