Felicia Martin

**** ******* **** • Melbourne, FL 32940

Cell: 205-***-**** • Email: ad1oi0@r.postjobfree.com OBJECTIVE

A highly motivated and hardworking individual with strong leadership and relationship-building skills seeks position within the remote legal intake consult specialist field. SKILLS

Organized, proactive, motivated, and goal-oriented

Knowledge of Microsoft products including outlook, excel, and word

Experience in Slack, SaaS (GoTo Meeting, Cisco WebEx, Google Suite), CRM, Jabber, MicroSoft Team, Navalink, Avaya products

Transcribing AP/OSP correspondence

Previous technical experience via AT&T LiveChat

Responsible for multiple line switchboard, faxing, mailing, filing, ect.

Strong interest in people’s care and well-being

Experience with Proofreading

Excellent ability to work independently, as well as with a team, and handle pressure

Experience with developing relationships with clients while maintaining professional boundaries

Effective verbal and written communication skills

Ability to work under pressure, meeting deadlines

Strong computer skills

PERSONAL EXPERIENCE

Pioneertown Media, LLC -- Los Angeles, CA January 30, 2023 -- Currently Mass Tort Intake Specialist

Process client intake in accordance with protocols via text, email, phone

Obtain pertinent information from clients courteously and professionally

Ensures all admission forms are properly signed and complete

Respect client dignity or confidentiality

Meet expectations and/or quota for completing texts, emails, calls

Assist other intake specialists as needed

Report client conflicts or process quality issues to the supervisor

Excellent verbal and written communication skills

Basic computer skills and proficient in typing

Google G Suite, Salesforce, Slack

Use critical thinking to screen potential claims with direction

Work independently in a high-volume practice

Strong multitasker, ability to juggle multiple projects simultaneously Pacific Cascade Family Law – Portland, OR May 9, 2022 – December 9, 2022 Intake Consultation Specialist

Completed administrative duties related to client intake

Combination of telephone skills, empathy, and ability to investigate to the root of the customer’s legal issues

Created memorable client experiences

Responsible for qualifying potential clients and will explain the value of Pacific Cascade Law Firm to individuals looking for options about their legal matter

Talked to potential clients on the phone and engaging them in a strategic and meaningful way, making an impact through your communications

Maintained consistent follow-up

Able to follow a detailed process

Experienced with Clio, Microsoft Teams, Infusionsoft, Rainmaker, and Microsoft

Have a fast-paced work ethic

Followed up with potential clients via telephone, email, and text

Scheduled appointments with potential client and attorney via Google Calendar Arise Virtual Solution, LLC – Orlando, FL November 2014 – June 2022 Home Based CSR/Sales

Answered incoming Live Chat calls, Used Salesforce for Fortune 500 Companies.

Data Entry

Provided information about the individual products.

Transferred incoming calls to correct departments.

Taking and processing orders.

Unum -- Chattanooga, TN February 2020 – January 2022 Business Support Coordinator/Intake CSR III

Responsible for assisting the Business Support Manager to ensure that all duties and responsibilities are covered across the team as and when the demand arises

Provided support for the back-office function

Accountable for managing a block of claims for payment, settlement, and/or triaging depending on area of specialty

Proofread/Edit AP Correspondence

Developed skills to meet departmental standards pertaining to production, quality, timeliness and customer service are met

Developed skills to accurately identify and manage files appropriate for further investigation or referral to other areas within the department

Effectively utilized specialty resources such as medical, vocational and legal to achieve optimum claims outcomes

Effectively managed a caseload of claims to the appropriate duration

Responsible for being familiar with specialized workflow requirements and performance standards for any assigned customers

Developed decision rationale and current claim activities accurately and thoroughly, both verbally and in writing, to claimants, employers and other constituents

Provided excellent customer service by providing processed benefit payments on a timely basis and responding to all inquiries on a timely basis

Maintained accurate and up-to-date activities for each assigned claim, and documents in a thorough, timely and accurate manner

Developed and maintains a good rapport with claimants, policyholders and field sales offices

Developed an ability to communicate technical information to claimants, other external customers as appropriate and field personnel regarding financial matters, contractual provisions, benefit calculations and offsets and claim practices

Thorough and timely investigation, documentation, and analysis of claim decisions

Efficient and fair claim management in a high-risk legal environment

Rendered claim related decisions in accordance with policies and procedures, quality and service standards with partnership and direction from management Unum- Chattanooga, TN

Home Based CSR III

Demonstrated acceptable performance as CSR

Serviced inbound phone calls for STD, LTD, & FMLA claimants

Provided critical and accurate information on benefits, claims, and or policy admin. with minimal operational over-site.

Compiled information for multiple product types, from multiple systems, and provided responses to customers that were thorough, clear, and concise according to established protocols/procedures.

Expressed appropriate empathy, information, and resolved customer issues where appropriate EDUCATION

Valencia College Orlando, Florida

Technical Certificate in Office Management 2014

References available upon request.

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