April Grace Nieves
Intake Specialist | Case Manager
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About
Detail-oriented Legal Intake Specialist and Case Manager with 2+ years of experience supporting U.S.-based law firms in Personal Injury and Mass Tort litigation. Expert in client screening, medical records acquisition, and high-volume data collection. Proven track record of maintaining data integrity within Litify (Salesforce) and ensuring strict HIPAA compliance.
Experience
Legal Intake Specialist / Case Manager at XtendOps (2024-03 – Present)
Manage end-to-end intake for U.S. law firms specializing in personal injury and mass tort cases.
- Conduct detailed client interviews to gather critical case information and perform initial eligibility screening.
- Ensured 100% data accuracy in Litify (Salesforce CRM) for case notes, file updates, and task tracking.
- Coordinate with attorneys and legal teams to ensure smooth case progression and timely follow-ups.
- Strictly adhere to HIPAA standards while handling sensitive medical and legal documentation.
- Special Project: Served as Case Manager for medical record tracking, utilizing Omni Channel systems to manage high-volume document submissions and deadline tracking.
Technical Support / Sales Advisor at Concentrix+ Webhelp (2022-07 – 2024-03)
Handled high-volume interactions for U.S. clients, resolving billing, account, and technical issues.
- Developed advanced de-escalation and problem-solving skills in a fast-paced environment.
- Maintained precise documentation of all client interactions to ensure company policy compliance.
Customer Service Representative at Eperformax (2021-12 – 2022-03)
Provided technical and customer support while multitasking across multiple communication platforms.
- Consistently met performance metrics for documentation accuracy and client satisfaction.
Education
Bachelor of Arts in Communication Film Media – Cebu Normal University
Certification in Professional Education (CPE) – Cebu Technological University
