Legal Assistant at McAngus Goudelock & Courie (2021-12 – 2026-02)
- Maintain and manage between 200-250 open case files at any time
- Support three assigned attorneys, which includes managing partner of firm, senior associate, and junior associate
- Coordinate and schedule depositions, hearings, mediations, and other legal appointments
- Speak with clients about the status of the case and to obtain information and coordinate with their schedule
- Draft legal documents such as case updates, correspondence, summaries, and pleadings
- File pleadings with the court via e-filing, fax filing, and standard mail-in filing
- Work in dictation pool to transcribe dictations and complete the tasks for attorneys across our Tennessee and Mississippi offices
- Create deposition and trial binders
- Assist with any preparation for trials, depositions, and mediations
- Save pertinent communications and documents in ProLaw
- Communicate with the clerk's office and opposing counsels for case management and obtaining other necessary information
- Handle file closures
- Coordinate with vendors, such as, but not limited to: court reporters, process servers, private investigators, medical experts, and other industry experts to book their services as needed for depositions, IMEs, and trials
- Make sure all deadlines are met
- Finalize and serve discovery requests and discovery responses to opposing party
- Initiate and manage the opening of new files in Aderant/Expert Assistant
- Read through the complaint and accompanying documents to set up the details of the case in ProLaw after conflicts clear and they are opened
- Scan all incoming mail into our case management system
- Organize and keep up with the status of open files using spreadsheets
- Handle reproduction requests and outgoing mail requests
- Process all incoming invoices for payment
Litigation Support Assistant at McAngus Goudelock & Courie (2021-03 – 2021-11)
- Initiate and manage the opening of new files in Aderant/Expert Assistant
- Read through the complaint and accompanying documents to set up the details of the case in ProLaw after conflicts clear and they are opened
- Scan all incoming mail into our case management system
- Organize and keep up with the status of open files using spreadsheets
- Handle reproduction requests and outgoing mail requests
- Process all incoming invoices for payment
- Download medical records from Ciox, Smart Request, and other third-party medical record vendors and put them in the appropriate case file
Senior Customer Experience Associate at Postmates Inc. (2019-09 – 2021-02)
- Handle escalated calls and emails by conducting research into the issue and finding a resolution while de-escalating the customer
- Pitch and implement engagement strategies and improve productivity
- Audit tickets and calls through Zendesk and UJET to find coaching opportunities
- Identify what policies and procedures agents were struggling with
- Lead daily meetings and presentations to communicate new policies and updates to existing policies
- Navigate through various tools and systems simultaneously
- Work with the content team and create clear, concise, and grammatically correct macros and help center articles for agents to use that hit quality metrics
- Assist with training and coaching new agents
- Selected for a special project when the company transitioned from an email only contact center to an email and inbound call center to test the inbound line in the early stages and report back to management with feedback before training other associates on how to use UJET and properly take inbound calls
- Requested to head a special project for a new leadership position to determine if it would be valuable and to create the expectations, metrics, and day-to-day workload
- Promoted to the leadership position officially when it was deemed valuable due to taking initiative on new projects and tasks, high metrics, strong performance, and actively learning new tasks to support superiors
Customer Experience Associate at Postmates Inc. (2019-01 – 2019-09)
- Research customer's issues and effectively resolve their concerns using research and problem-solving skills
- Selected for a special project when the company transitioned from an email only contact center to an email and inbound call center to test the inbound line in the early stages and report back to management with feedback before training other associates on how to use UJET and properly take inbound calls
- Requested to head a special project for a new leadership position to determine if it would be valuable and to create the expectations, metrics, and day-to-day workload
- Promoted to the leadership position officially when it was deemed valuable due to taking initiative on new projects and tasks, high metrics, strong performance, and actively learning new tasks to support superiors
Customer Service Representative at CVS Caremark (2016-09 – 2018-02)
- Took inbound calls from Medicare Part D members and educated them on their plan and benefit information
- Placed prescription orders and refills for members and set them up with automatic refills
- Used various computer programs including Marx, Citrix, Microsoft Office Suite, PeopleSafe, and Skype for Business among others
- Reviewed and edited work instructions to ensure they were grammatically correct, informative, and structurally sound
- Consistently met and exceeded quality scores and maintained high metrics
