Legal Assistant Customer Service
Resume:
Erseleen Sablan
Legal Assistant
Harker Heights, 76548
**************@*****.***
Adaptability
Attention to detail
Con ict Management
Critical Thinking
Interpersonal Communication
Knowledge of Legal Concept
Leadership
Microsoft Excel
Microsoft O ce
Research
Software Pro ciency
Strategic Planning
Team Collaboration
Time management
Personal Info
Skills
Summary
Highly organized and detail-oriented Legal Assistant with a proven track record of providing administrative and clerical support to attorneys with a strong background in the legal eld. Skilled in document production, client communication, and case management. Adept at preparing and ling legal documents. O ering a degree in Paralegal Studies. Ten plus years of customer service experience. Skilled in con ict resolution, problem-solving, and delivering exceptional customer service. Committed to providing a positive customer experience.
Work Experience
Legal Assistant, The Carlson Law Firm, Killeen, Tx May 2022 - Present
Carries out initial client intakes and performs initial review of legal documents.
Gather and review medical records, Military Documents to extract supporting documents for client’s cases.
Communicated e ectively and professionally with clients, family members and referring attorneys.
Drafted, proofread, and formatted complex legal documents, such as motions, contracts, complaints, and briefs. Keeps cases organized by establishing and organizing les; meeting deadlines; documenting actions; inputting information into le database and case management software; con rming case status with attorneys.
Provide signature customer service while managing and working on pre-litigation and litigation cases.
Sr. Call Center Representative, State of Hawaii - DLIR, Honolulu, Hawaii
January 2021 - April 2022
Investigated and managed all unemployment compensation claims to ensure a timely and accurate
Analyzed unemployment questionnaires & Processes claims under applicable laws
Explained and interprets unemployment insurance program guidelines to applicants to ensure adherence to various rules and regulations.
Explained and interprets unemployment insurance program rules and regulations to employers to ensure compliance with relevant law and policy.
Contacted claimants, employers, and other interested parties to obtain necessary information relative to
contested/questionable unemployment claims and protests. Investigated labor disputes, school denial periods, and other non-monetary issues involving multiple claimants.
FIT Reservationist Lead, MC&A Inc., Honolulu, Hawaii August 2017 - July 2021
Leveraged computerized reservation systems to book ights and hotels.
Initiated booking of clients with vendors on cruises, all- inclusive resorts, escorted and un-escorted tours, hotels and other activities.
Consulted leisure travelers in planning vacation travel, including tours, cruises, foreign independent travel (FIT), and customized services
Ensured the timely and accurate capture of reservations, agency processing, transmittal of reservations, relocation and problem resolution support.
Developed and maintained e ective relationships with vendors to ensure timely delivery of materials and services. Ensured that vendors, airlines and cruises ful ll their obligations and intervene on behalf of the travelers. Collaborated with each vendor to identify and address any issues that were preventing performance.
Contact Center Supervisor, Crazy Shirts, Aiea, Hawaii February 2014 - August 2017
CRAZY SHIRTS - ‘Aiea, HI
February 2014 to August 2017
Supervised a team of 10+ customer support agents, providing guidance and ensuring quality customer service.
Developed and maintained customer service standards and provided ongoing training and feedback to agents.
Ensured proper sta ng by hiring and training new employees, and onboarding them.
Analyzed customer service data, identi ed areas of improvement and implemented strategies to achieve
organizational goals.
Monitored team performance metrics to ensure customer service goals were met.
Executed motivational programs that include incentives, contests and team performance programs.
Analyzed call center data and prepared reports for upper management.
Education
Associates Degree in Paralegal Studies, Heald College April 2012 - April 2014
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