Sofia Papanastasiou

ac2tyh@r.postjobfree.com

Mobile: 416-***-****

***-*** ******* ******

Toronto, ON M1M 1W1

PROFILE

I am a self-motivated, hardworking individual with extensive experience in providing front line customer service to the public and legal profession in conducting preliminary investigations, resolving and escalating complaints against lawyers, paralegals and applicants. I have strong administrative and time management skills, with the ability to always conduct myself in a calm professional and diplomatic manner while dealing with a high volume work load and stressful situations.

EMPLOYMENT EXPERIENCE

Intake & Resolution Officer – Intake & Resolution Department 2005-Present

Law Society of Upper Canada, Toronto ON

Analyzes and assess incoming/assigned complaint files to identify the main issues of the complaint along with the professional conduct/compliance issues in accordance with the Rules of Professional Conduct, Paralegal Rules of Conduct, By-Laws and Law Society Act.

Reviewing various legal documents in all areas of law, such as legal agreements, court documents, and conveyancing documents/title abstracts.

Use sound judgment to flag serious, time sensitive and high profile cases in accordance with departmental guidelines.

Function as the first point of contact with complainants and licensees by telephone, email and correspondence. Triage and prioritize complaints as appropriate to ensure appropriate, timely and relevant responses, using a case management tracking system and applying risk management techniques.

Direct complainants to the appropriate governing body and/or forum where the issues raised are outside of the Law Society’s jurisdiction.

Conduct relevant searches, online and internally where appropriate.

Request relevant information and documentation from both the licensee and complainant by asking clarifying questions and conduct appropriate follow ups as required.

Making decisions regarding the disposition of complaints. Devising a plan to attempt an early resolution of a complaint and/or escalate the complaint to the Enforcement Department for further investigation and possible prosecution.

Explaining the complaints process to complainants who are usually distressed, emotionally distraught and may face other challenges by telephone, email and correspondence.

Mediate between the complainant and licensee by telephone, email and through correspondence. Follow-up with both the complainant and licensee to confirm that the resolution has been achieved.

Track case details and ensuring that all related information to the complaint is documented using a case management system as well as maintaining both an electronic and hard copy of the entire complaint file.

Prepare closing letters to complainants and licensees that clearly and cogently sets out the substance of a complaint, the issues that were dealt with through early resolution and the disposition of the complaint explaining the rationale for the disposition.

Prepare proactive and best practice guidelines letters to licensees when the misconduct determined in a complaint does not meet the threshold to request an investigation, by referring to the relevant statutory and regulatory requirements.

Effectively refer complaints for further investigation to the Enforcement Department, by preparing the appropriate documentation to request an investigation.

Provide case management oversight and liaison between other departments and divisions within the organization who may be dealing with the same licensee where his/her conduct is already a matter of investigation or discipline to develop a holistic, comprehensive response, while not jeopardizing other Regulatory actions.

Consults with the manager, assistant manager and/or colleagues within the department when required.

Prepare appropriate post-closing documentation for a manager review, when a complainant disagrees with my decision to close the file.

Prepare for and attend discipline hearings as a witness.

Participate in departmental meetings and divisional training days.

Participate in good character review meetings for student lawyer applicants and paralegal applicants, recommend course of action, and take appropriate action to request an investigation or close the internal inquiry.

Provide training and mentoring to new Intake & Resolution Officers.

Participate in developing templates and departmental training manuals when required.

Participate in special projects and assisting other departments with the Regulatory Division when required.

Attend workshops, professional training days and seminars such as time management, interview training workshops and dealing with difficult people and people who may be dealing with physical and/or mental health concerns in their lives. Attend Continuing Professional Development (CPD) courses offered to licensees to keep up with changes in the law and the regulation of the legal profession.

Use of Microsoft Word, Outlook, AS400, Lotus Notes, Case Management System (IRIS), Adobe, SharePoint, Excel, PowerPoint, and other office equipment (photocopiers, scanners, facsimile machines and printers).

Complaints Resolution Officer – (former) Complaints Resolution Department 1999-2005

Law Society of Upper Canada, Toronto, ON

Primary duties as listed above to my current position. Along with resolving complaints, I also fully investigated complaints and prepared the appropriate documentation to either close a file or refer the licensee for disciplinary action.

Preparing the appropriate memorandum and document brief to the Complaints Resolution Commissioner, when a complainant does not agree with the closure of his/her complaint and requests a review of the investigation.

Assisted the former Investigations Department with clearing up a backlog of cases by reviewing and preparing the appropriate closing correspondence for a six month period.

Telephone Dispute Resolution Officer- (former) Complaints Department 1996-1998

Law Society of Upper Canada, Toronto ON

This position evolved into the Complaints Resolution Officer position. Same duties as described above.

Intermediate Secretary- (former) Complaints Department 1993-1996

Law Society of Upper Canada, Toronto ON

Performed various administrative duties and support to two staff lawyers, opening and maintaining complaint files, preparing various correspondence that have been dictated, filing, taking various telephone calls from complainants and licensees.

Past Employment history: Administrative duties at two midsize law firms, duties include bookkeeping, account receivables, accounts payable, reception relief, drafting various legal documents/pleadings, drafting Wills and witnessing the client’s signature, real estate secretary; involving all aspects of real estate transactions from beginning to end, including searching title, preparing closing documents, draft reporting letters, meeting with clients, and registration of conveyancing documents prior to electronic registration; and as a call centre representative at Sears Canada in connection with catalogue and credit card inquiries.

EDUCATION

2005 Stitt Feld Handy: Certificate of Achievement

Alternative Dispute Resolution Workshop, a project of The Faculty of Law, University of Windsor

Law Clerks -George Brown College:

1997 Certificate of Completion - Corporate

1996 Certificate of Completion - Real Estate

1989 Ministry of Education – Independent Learning Centre, Toronto

Certificate of Completion for Consumer Studies and Marketing

1988 Ontario Secondary High School Diploma

Eastern High School of Commerce, Toronto

Reference upon request

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