April Grace Nieves

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.

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.

Bachelor of Arts in Communication Film Media – Cebu Normal University

Certification in Professional Education (CPE) – Cebu Technological University