Service Representative Call Center
Resume:
LUCY M. BRAUN
**********@*****.***
P.O. Box ****3
Springfield, Missouri 65808
EDUCATION:
WASHINGTON UNIVERSITY, St. Louis, MO, B.A., Political Science, 1981
UNIVERSITY OF THE PACIFIC, McGEORGE SCHOOL OF LAW, Sacramento, CA
Attended 1982-1985
SKILLS: Citrix; Scratch Pad; MS Office; Abacus; CaseMap; PC Law; Legal Solutions; Westlaw; Acrobat;
Access; BestCase; Timeslips; Time Matters; Dragon Dictation; e-filing; Type 70 w.p.m.
EMPLOYMENT:
6/2016 TELE TECH, Springfield, MO (Customer Service Representative)
- 7/2016 present Assists bank customers with deposit, withdrawal & credit card services; assesses & reports
suspicious account activity; directs escalated customers to appropriate supervisors in accordance with
company guidelines.
12/2015-FLS CONNECT, Springfield, MO (Fundraiser)
4/2016 Handled fundraising calls; timely accurate introduction; active listening & transition; resolved
complaints; maintained acceptable call length; stayed on task with confidence, conviction, urgency &
sincerity; created scripting; strong familiarity with political terminology; ranked #1 for call center,
12/9/16 - 2/18/16. Reason for Leaving: Better pay.
3/2014 - STRATEGIC FUNDRAISING, Springfield, MO/Oshkosh, WI (Fundraiser/Trainer)
8/2015 Handled fundraising calls; processed credit & debit card payments; "Employee of the Month,"
5/2014; #2 for call center dollars raised vs. employment length; monitored calls for quality assurance;
coaching; compiled statistical results for management. Reason for Leaving: Company closure.
2011 - LAW OFFICE OF MARGARET A. SCHLACHTER, Springfield, MO (Litigation)
2014 Prepared correspondence; file organization; calendaring; follow-up with attorney re case status.
Reason for Leaving: Attorney retired.
2008 - KINKARE CHILD CARE, Sacramento, CA (Licensed In-Home Child Care Provider)
2011 Contract drafting & negotiation; prepared lessons & meal plans; taught early development skills;
Adult & pediatric CPR certification. Reason for Terminating: Child care market decline.
2008 LAW OFFICE OF BENJAMIN RAMOS, Citrus Heights, CA (Criminal Law)
Prepared Petitions for Writ of Habeus Corpus; e-mailing & timely routing of documents.
Reason for Leaving: More income.
2006 - DESMOND, NOLAN, LIVIACH & CUNNINGHAM, Sacramento, CA (Personal Injury)
2007 Negotiated contracts; conducted research; drafted motions & correspondence; prioritizing to meet
deadlines & maintain confidentiality. Reason for Leaving: More income.
2005 - LAW OFFICE OF ANTHONY J. POIDMORE, Roseville, CA (Personal Injury)
2006 Liaison with clients, attorneys, court & vendors via phone, email & correspondence; evaluated,
investigated & gathered evidence; prepared chronologies; calendaring; analyzed claim values
& negotiated settlements & liens; strong grasp of medical terminology. Reason or Leaving: More income.
2004 - LAST & FAORO, San Mateo, CA (Construction Defect/Real Estate)
2005 Legal research; knowledge of construction terminology; created production spreadsheets; prepared trial
binders; updated files & database. Reason for Leaving: Move to Sacramento to purchase a home.
2003- STENBERG, SUNSERI, ROE, PICKARD & RUDY, San Jose, CA (Insurance Defense)
2004 Legal research; drafted motions & correspondence; prepared & responded to discovery; summarized
records; strong grasp of medical terminology. Reason for Leaving: Firm lost major client.
2000 - SUSAN M. BONNEY, Attorney at Law, San Jose, CA (Personal Injury)
2002 Legal research; calendaring; summarized records; maximized claim values; updated files; prepared
demand letters, briefs & correspondence; attended mediations & settlement conferences; strong grasp of
medical terminology. Reason for Leaving: Attorney no longer maintained an office.
1999 - GUIDANT CORPORATION, Palo Alto, CA (High-Tech Medical Instruments)
2000 Drafted correspondence; maintained files; communication with departments re confidentiality &
contract terms; strong grasp of medical terminology. Reason for Leaving: Projects completed.
1999 - NATIONAL SEMICONDUCTOR, San Jose, CA (Corporate Contracts)
2000 Drafted contracts & correspondence; advised other departments re contract compliance; maintained document database; reviewed attorney billings for accuracy. Reason for Leaving: Projects completed.
1999 HYUNDAI ELECTRONICS AMERICA, San Jose, CA (Corporate Contracts)
Drafted contracts & correspondence; analyzed attorney billings for accuracy; liaison with outside
counsel. Reason for Leaving: Projects completed.
1998 TAIWAN SEMICONDUCTOR MANUFACTURING CO., San Jose, CA (Contracts)
Drafted contracts & correspondence; analyzed attorney fee billings; liaison with outside counsel.
Reason for Leaving: More income.
1996 - LAW OFFICES OF THOMAS R. HOGAN, San Jose, CA (Personal Injury)
1997 Legal research; prepared correspondence & pleadings; compiled trial binders; prioritizing, organizing; calendaring; meeting deadlines. Reason for Leaving: Budget restraints after defense verdict.
1994 - LAW OFFICES OF PAUL T. JENSEN, San Jose, CA (Landlord-Tenant)
1995 Responded to discovery; liaison with clients & opposing counsel; negotiated settlements; calendaring.
Attention to confidentiality. Reason for Leaving: More income.
1993 - LAW OFFICES OF RALPH H. DIXON, San Jose, CA (Personal Injury)
1994 Client liaison; legal research; prepared discovery, motions, trial brief, expert witness assignments & jury
instructions; negotiated discovery disputes & settlement. Reason for Leaving: Attorney left practice.
1990 - COLLINS & ZAPALA, San Jose, CA (Insurance Defense)
1992 Legal research re liability; summarized depositions; drafted motions; evaluated, investigated, & gathered
documents & evidence to determine liability & damages. Reason for Leaving: More income.
1987 - SELLAR, HAZARD, SNYDER, KELLY & FITZGERALD, Walnut Creek, CA (Insurance Defense)
1990 Legal research re liability; summarized depositions. Reason for Leaving: More income.
1985 - WALKER & CRAWFORD, Sacramento, CA (Personal Injury)
1986 Legal research re liability & damages; drafted research memoranda. Reason for Leaving: More income.
1982 - FRIEDBERG LAW CORPORATION, Sacramento, CA (Medical & Legal Malpractice)
1985 Legal research; drafted research memoranda. Reason for Leaving: Attend international law programs.
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