Independent Contractor, Live Chat, Salesforce, Emails, Google Drive

Alyssa Doretha Leigh

Phone - 704-***-****

Email -***************@*****.***

Shiftsmart and Troxel- Remote Work From Home Independent Contractor - Wilen’s Law Firm (Krause and Kinsman(Camp Lejeune), Reich and Binstock(Camp Lejeune), Cowper Law(Medtronic)) Nov. 2022- July 2024 Intake Specialist

● Provided assistance to potential clients in completing intake forms and signing retainer documents. Learned and effectively utilized Legal CRM software (Lawruler and Salesforce).

● Conducted follow-up calls with clients to ensure all required information and documentation has been received.

● Handled a high volume of emails and provided prompt, helpful, and effective replies to clients who required assistance, resolving their issues with empathetic language and a drive to solve the problem.

● Handled a moderate amount of live chat tickets and provided prompt assistance to clients who utilized the live chat feature on the client website

● Recorded comprehensive client notes to facilitate seamless communication among associates for future reference.

● Demonstrated exceptional productivity by making over 50 outbound calls per hour to prospective clients, promptly documenting and summarizing each interaction.

● Adhering to confidentiality and ethical guidelines when handling sensitive client information. ● Engaged in casework pertaining to legal matters involving the Camp Lejeune toxic water, Hair Relaxer Cancer and Fibroid claims, Tylenol Autism and ADHD claims, and Medtronic MiniMed mass tort injury lawsuits.

● Utilized knowledge base for comprehensive understanding of legal concepts and factual details, supporting cases involving the Minimed insulin pump and Camp Lejeune toxic water.

● Studied and applied information such as qualifying illnesses, coverage range, and resources for clients to obtain military service records regarding the toxic water at Camp Lejeune.

● Researched crucial details related to the malfunctioning Minimed insulin pump and its complications, including where clients can locate attorney-required information and client qualifications. ● Demonstrated a compassionate, patient, empathetic, and understanding approach when interacting with potential clients and their family members who had been impacted by complications, illnesses, or death stemming from Medtronic Insulin pumps or the toxic water at Camp Lejeune.

● Utilized a Windows computer and a headset.

Shiftsmart - Remote Work From Home Independent Contractor - Dynata June 2020 - Nov. 2022 Market Research Caller (Temporary)

● Aided in collecting correct market research information to aid in important statistics.

● Followed a script and engaged respondents.

● Utilized a Windows computer and a headset.

● Utilized effective sales techniques to persuasively encourage interviewees to participate in surveys.

● Performed crucial survey administration to contribute to statistical analysis and research endeavors. Shiftsmart - Remote Work From Home Independent Contractor - Small Business Administration July 2020 - Oct. 2020

Applicant Service Representative (Temporary)

● Aided small businesses in receiving EIDL loans for their business due to COVID-19.

● Answered questions that applicants had about the EIDL and PPP loans.

● Dealt with emotionally driven applicants and was able to effectively assist them with their issue.

● Effectively utilized the Five9 calling software.

● Used an information portal (Rapid Portal) to look up applicant's application status, any issues with the application, and information such as EIN number, phone number, and SSN.

● Utilized a Windows computer and a headset.

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Shiftsmart - Remote Work From Home Independent Contractor - NYC Vaccine Call Center Inbound/Outbound Technical Support- Jan. 2021 - March 2021 (Temporary)

● Effectively utilized a the Salesforce softphone calling software

● Used Microsoft Azure to look up patient emails, change password, and troubleshoot login information

● Worked with the 65+ age group due to vaccinations and guided them through using the Vaccination Portal website and helping them better understand the process of scheduling a vaccination.

● Understood and internalized useful information about the COVID-19 vaccine and relayed it to patients in an easy to comprehend and effective manner.

Shiftsmart - Remote Work From Home Independent Contractor - Topgolf Guest Care Agent -March 2021 - May 2022 (Temporary)

● Effectively utilized the Five9 calling software.

● Assisted guests with making reservations and took down personal info such as names, phone numbers, and email addresses.

● Collaborated on a google doc with other contractors and assisted fellow employees who needed help.

● Collaborated with other on-site employees and worked with them to assist guests Food Lion - Richfield, NC

Cashier May 2017 - June 2018 ● Talked with customers to help with doubts and to make sure of client's satisfaction with the service. ● Dealt with customer payments in order to ensure them the best experience possible. ● Operated the cash register and handled return or exchange requests for customer satisfaction. ● Anticipated customers' needs and recommended products in order for them to have the best experience possible.

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