Customer Service Management

Jacqueline Gillespie

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

** **** ***** **** *******, MA 781-***-****

EDUCATION

Bridgewater State University, Ricciardi School of Business, Bridgewater, Massachusetts September 2008- May 2012

Bachelors in Business Administration

Concentration in Business Management; GPA 3.27

Studies included: strategic management, human resources management, business law, and service operations management

EXPERIENCE

Lubin & Meyer – Boston, MA September 2014-Present

Legal Assistant

Meet and greet clients upon arrival to firm

Answer incoming calls from existing and potential clients on status of cases and assist them with appropriate attorney

Reception coverage as needed

Schedule appointments for the not in suit department and coordinate coverage (calendar management)

Daily mail, Fed-Ex and USPS shipments

Open cases we are willing to pursue on a daily basis

Conduct monthly reports for the head attorney of the firm summarizing status of case intakes and statistics for each attorney

Conduct weekly referral call reports on how many cases we have opened and a breakdown of incoming cases by referral source

Conduct weekly report regarding status of appointments in office and appointments we have scheduled

Interact with different law offices (BF, SOK) determining which cases are on file and status of each

Keep records of expert letters, reject letters, and CFA’s

Open files that we receive from outside sources and assign a not in suit attorney to look at the file (quick look)

Case management in database re. new clients (putting a case from NIS to IS)

Draft letters to clients (legal documents)

Follow up with clients re. receival of authorizations and CFA’s

Organize and file expert letters for each year

Manion Gaynor & Manning LLP – Boston, MA February 2013-September 2014

Receptionist

Responsible for firm switchboard and directing calls accordingly

Organize and maintain front desk area

Meet and greet clients upon arrival to firm

Manage conference rooms/schedule meetings

General filing for finance department and sorting firm mail

Manage Fed-Ex, USPS, and UPS packages and shipments

Place and forward requests for building maintenance (HVAC, lighting, other)

Assist with organizing and supervising Northeastern Co-Op’s duties and responsibilities

Café Eleganza - Pembroke, Massachusetts June 2011 – June 2012

Hostess/Server

Supervised and coordinated activities of dining room personnel to provide fast and courteous service to patrons

Scheduled dining reservations and arranged parties and special services for diners

Helped resolve patron complaints and improve long term customer service for the restaurant

Inspected dining room serving stations for neatness and cleanliness; requisitioned table linens and other dining room supplies for tables and serving stations

Trained dining room employees

Coordinated employee work hours and kept time records of dining room workers

Totaled receipts at end of shift to verify sales and settle cash register

Able to take accurate orders by memory while delivering prompt service to customers

Tepee Program at Cedar Elementary School - Hanover, Massachusetts May 2009 – June 2011

Teacher’s Assistant

Assisted in the educational and social development of pupils under the direction and guidance of the head teacher

Provided individualized support for students with emotional or behavioral problems who required assistance to enable them to fully participate in activities

Prepared and presented displays of students' work throughout the classroom and school

Supported classroom teachers in administrative tasks to make the class room run more efficiently

Took on additional duties as needed and instructed by the head teacher

Skills

Ability to work as a team member

Able to successfully multitask and keep cool under work pressure

Exceptional ability to relate courteously with customers

Excellent ability to understand and carry out instructions accurately

Strong ability to communicate both in writing and in speaking

Ability to problem solve and work independently

ADDITIONAL

Experience in MS Office (Excel, Word, Outlook, PowerPoint, Access)

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