Customer Service Quality Control

Patsy Phillips

***** ********* # ***, *******, ** 77099

Cell 832-***-****

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

Customer Relationship Management ? Deadline Driven ? Results-Oriented ?

Compassionate ? Reliable

Microsoft Word ( Microsoft Office ( Microsoft Excel ( I-Care + Relativity

SAP ( Concordance ( Summation ( I Pro ( Law 4.0-8.66 ( Meta 8

CAREER HIGHLIGHTS

Providus Legal Staffing ( Houston, TX ( 08/13-10-13 (Contract-Temp)

Providus provides attorneys and paralegals on a contract and direct hire to

law firms and corporate law departments.

Document Review/Coder

. Analyzed legal documents by extracting data key information for coding

legal documents.

. Normalized legal and business terms by summarizing document titles.

. Managed numerous projects for coding/scanning simultaneously while

meeting deadlines.

Sprint ( Houston, TX ( 10/11-07/2013

Sprint is a global customer management contact call center for retail

client

operations

processing.

Customer Service/Billing Specialist

. Managed a high volume workload, within an inbound deadline driven, call

center to new and existing customers.

. Determined charges for services requested, collected payments. Researched

and resolved customer issues/complaints.

. Performed technical support on specific devices/equipment. Updated

tracking database with changes and status of each inquiry.

Freedmen's Publishing ( Houston, TX ( 01/08- 09/11

Freedmen's Publishing prepares and edits organizational publications for

internal and external audiences.

Customer Account Representative

. Provided customer service and account management related to sales,

collections and marketing.

. Performed data entry and emails by routing to sales and collector queues

from source documents

. Processed orders and quotes from customers using internal and/or external

customer systems.

RLS Legal Solutions ( Houston, TX ( 11/05- 01/08

RLS Legal Solutions, L.L.C. provides litigation support services to legal

professionals in the US. The company's services include photocopying,

document binding and finishing, and oversize copying, scanning, and

printing.

Document Review/Imaging Specialist

. Prepped, scanned, copied, and imaged highly confidential legal documents,

within required time constraints.

. Performed quality control assurance, bindery, assembly and maintained

records for production reports.

. Trained new employees on all aspects to examine documents relevant to

pending litigations.

LIT Group ( Houston, TX ( 9/00-10/05

LIT Group delivers high quality litigation support services, Electronic

Data Discovery (EDD), and trial consulting services to corporate General

Counsel and law firms that are involved in litigation activities.

Document Review/Coding Team Leader

. Trained and monitored a 30 to 45 person team on coding/scanning

procedures including software and hardware.

. Coded and indexed highly confidential legal documents relevant to client

specifications.

. Performed quality control assurance for pending litigation and regulatory

investigations. Filed completed documents both alpha and numerical.

EDUCATION

Professional Career Institute - Medical Records and Billing Certificate,

Houston, TX

Houston Community College - GED, Houston, TX

Ross S. Sterling High School - Houston, TX

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