Customer Service Representative

Vicki Burton

*** ******* ***** ( McDonough, GA 30253 ( 404-***-**** (

********@*****.***

Highlights of Qualifications

. Strong familiarity with legal process and litigation documents.

. Over 15 years of progressive experience managing projects.

. Analytical and adept problem-solver; able to anticipate problems,

create new systems that streamline operations, resolve concerns and

improve efficiency.

. Organized professional, capable of building strong relationships with

colleagues, clients, and outside resources.

. Excellent interpersonal skills, adept in providing the highest level

of customer service.

Professional Experience

Sr. Litigation Analyst/Paralegal 2003 to

present

Office of Consumer Affairs Legal Department, Equifax

Atlanta, GA

. Senior representative on legal litigation matters.

. Senior liaison between outside counsel and corporation.

. Work directly with King and Spalding's National Litigation team.

. Work directly with Kilpatrick Townsend's National Litigation team.

. Facilitate training for outside counsel.

. Conduct international and domestic company operations training for

over 200 people.

. Supervised implementation of litigation training manual for Equifax

Legal Department.

. Assist attorneys with preparation for State and Federal trials.

. Assist in drafting of responses to opposing counsel.

. Drafting of Legal Office Memorandums.

. Handle process for litigation hold matters (document preservation).

. Prepare documents for e-filing.

. Assist with compliance and regulatory matters.

. Review and analyze litigation complaints with litigation intake team.

. Summarize complaints for case analysis.

. Help prepare responses and answers to discovery request.

. Attend settlement conferences with outside counsel.

. Designated corporate witness in depositions both Federal and State

cases.

. Appear in court for small claims matters.

. Negotiate small claims matters that resulted in net of over $250,000

in savings for the company.

. Participate in courtroom mediations.

. Negotiation of case demands with plaintiffs.

. Knowledge of Westlaw and Lexis systems.

. Manage subpoena compliance matters.

. Proficient with Microsoft Office Suite.

. Notary Public.

Litigation Analyst 2003-2003

Office of Consumer Affairs, Equifax Atlanta, GA

. Managed distribution of attorney complaints.

. Handled attorney phone calls on behalf of their clients.

. Assisted senior leadership with special projects.

. Assisted senior leadership with escalated consumer complaint issues.

Team Lead 2000-2003

Fraud Department, Equifax Atlanta, GA

. Facilitated Team Meetings.

. Provided Coaching/Feedback to associates.

. Point of contact for outside vendors regarding fraud matters.

. Analyzed escalated fraud complaints

Operations Manager 1997 to 2000

Operations Department, Equifax Atlanta, GA

. Oversaw daily operations of the consumer call center.

. Produced daily report of center stats.

. Monitored individual team performance.

. Assisted with escalated team issues.

. Handled special projects for senior management.

Music Software Supervisor/Customer Service Representative 1991 to 1997

Circuit City Delray,

Florida/Atlanta, GA

. Handled customer service needs for store clientele.

. Supervised team of six employees.

Education

Paralegal Studies Certificate

(September 2007)

Atlanta Technical College Atlanta, GA

Florida Memorial College - General Studies 1988-1989

Miami, FL

Palm Beach Community College- General Studies 1989-1992

Boca Raton, FL

Awards/Accomplishments

Received award from the FBI involving International Terrorism 2007

Received award for assisting with new Fraud Training 2006

Implemented legal litigation monthly report 2006

Implemented center wide call tracking report 1998

References available upon request

Contact this candidate