Legal Case Manager - Contact Point 360 (Keller Postman Account)
(2024-04 - 2026-01)
- Executed high-volume inbound and outbound call campaigns to provide real-time case updates and maintain critical client engagement.
- Audited case files to identify and collect outstanding legal and medical requirements, including missing medical records and proof of diagnosis.
- Facilitated the execution of urgent legal documentation, ensuring swift completion of Statute of Limitations (SOL) forms and court-ordered questionnaires.
- Partnered directly with firm attorneys to resolve legal deficiencies on court-ordered questionnaires, ensuring data integrity before formal court submission.
- Spearheaded a targeted daily outreach strategy mid-shift to re-engage historically non-responsive or noncompliant clients, mitigating termination risks and maximizing retention.
- Utilized Salesforce and Omni Ticketing Systems to track case progression, manage client communication history, and log case notes efficiently.
Product Support Associate - Newfold Digital
(2023-12 - 2024-04)
- Delivered tier-1 and tier-2 technical support for web hosting, domain registries, SSL certifications, email systems, and WordPress environments.
- Diagnosed and resolved complex server configurations, website errors, and DNS-related technical issues.
- Guided business clients through security implementations, including SSL installations and domain-mapped email infrastructures.
Service Delivery Associate - Peak Support
(2023-04 - 2023-10)
- Provided premium, multi-channel email and chat support for a global photo gallery and digital marketing platform.
- Managed end-to-end user lifecycles, driving onboarding setups, billing adjustments, and technical troubleshooting.
- Leveraged interconnected CRM tools, LiveChat, Notion, and Slack to maintain documentation and deliver personalized service.
Airline Ambassador - Contact Point 360
(2022-07 - 2023-01)
- Managed high-touch airline booking configurations, ticket exchanges, itinerary modifications, and cancellation compliance.
- Resolved customer disputes regarding travel vouchers, airline credits, and booking discrepancies via multi-channel phone and email queues.
Subject Matter Expert (SME) / Customer Service Associate - Accenture
(2020-04 - 2022-07)
- Subject Matter Expert (Promoted July 2021): Led training pipelines for nesting agents, audited low-performing (DSAT) interactions, and anchored process updates to elevate team metrics.
- Customer Service Associate: Conducted financial investigations into complex billing structures to resolve payment discrepancies and arrange extended credit terms.
Customer Service Representative - Teleperformance
(2019-04 - 2020-03)
- Administered digital hotel reservations, loyalty reward accounts, and competitor price-match policy guarantees.
