Cindy Thompson

Experienced Workflow Coordinator, Customer Support Specialist, and Legal Administrator with a strong record of achieving 100% client retention through exceptional service delivery and professional communication. Highly skilled in workflow management, resource allocation, and people leadership, ensuring work is distributed effectively based on skills, availability, and deadlines. Proven ability to lead, mentor, and develop high-performing teams while driving accountability, adherence to processes, and operational excellence.

Experienced in client reporting and billing accuracy and optimising staff utilisation. Adept at identifying technology trends to enhance efficiency and profitability, with excellent communication, time management, and problem-solving skills in fast-paced legal and professional services environments

Customer Support Specialist at Morae Global (2025-01 – Present)

Managing inbound support requests related to general, technical, pipeline, and portfolio queries, ensuring timely resolution and a high standard of client and stakeholder support

Workflow Manager at Morae Global (2018-01 – 2025-01)

• Maintain 100% client retention through consistently high levels of client satisfaction and professional communication
• Manage and allocate workflows effectively, ensuring optimal distribution of work based on skills, availability, deadlines, and required output
• Lead, mentor, and develop a high-performance client engagement team, fostering accountability and a positive team culture
• Oversee people management activities, including KPIs, performance reviews, training, resourcing, and day-to-day operations
• Ensure strict adherence to client and internal processes and procedures
• Produce accurate monthly billing reports and ensure data integrity for client presentation
• Manage team performance to consistently exceed gross margin targets, controlling staff utilisation, overtime, and TIL
• Drive efficient resource management to support both workflow demands and financial objectives
• Monitor technology trends and identify opportunities to improve efficiency, service delivery, and profitability

Invoice Administrator at Exigent Limited (2015-01 – 2018-01)

Responsible for capturing and processing invoices, performing both preliminary and substantive audits against client-specific criteria. Liaised directly with law firms where billing requirements were not met, providing clear guidance on remedial actions to ensure compliance, accuracy, and timely resolution

Personal Assistant and Administrator at Exigent Limited (2012-01 – 2015-01)

Provided comprehensive personal assistant and administrative support within an estate planning practice, acting as an offshore and overflow secretary to an Australia-based partner while coordinating closely with onshore teams to meet strict 24-hour turnaround times.

Responsibilities included diary and time management across multiple jurisdictions, travel research, shorthand interpretation, audio transcription, copy typing, and document formatting. Delivered estate planning administration by reviewing and amending client documents, producing updated documentation from firm templates, ensuring compliance with jurisdiction-specific legislation, and conducting legal, company, and property research

Team Leader at Exigent Limited (2010-01 – 2012-01)

Responsible for managing team workflow and queue oversight to ensure optimal allocation of resources and on-time delivery against client deadlines. Maintained high quality standards across all outputs while collaborating closely with administrators to ensure accurate logging, tracking, and completion of all work

Document Specialist/Proofreader at Exigent Limited (2007-01 – 2010-01)

Responsible for assessing instructions and consulting with clients as required, delivering accurate transcription, copy typing, and manuscript formatting in strict accordance with house style guidelines. Proven ability to proofread, sense-check, and conduct necessary research to ensure high standards of accuracy and timely delivery, with a demonstrated capacity to work effectively both independently and as part of a collaborative team

Personal Assistant at Derelle Electrical Design and Application (2006-01 – 2007-01)

Provided administrative and front-of-house support through scheduling and coordinating appointments, planning daily schedules, and handling basic reception duties including telephone communication. Prepared quotations, correspondence, and invoicing with accuracy and professionalism, supporting smooth office operations and effective client service

– The Settlers High School (2000-01 – 2004-01)