Customer Service Case Management

Stephanie Restituyo Lopez

848-***-**** ******************@*******.*** LinkedIn Linden, New Jersey 07036 PROFESSIONAL OVERVIEW

Bilingual professional with experience in legal support, ESL instruction, and customer service. Skilled in legal document drafting, case management, and client communication across diverse communities. Known for empathetic support, attention to detail, and a strong commitment to advocacy. Aspiring immigration attorney dedicated to serving underrepresented populations. SKILLS

• Languages: Proficient in English and Spanish (full professional proficiency: speaking, reading, writing, and listening)

• Technical Skills: Microsoft Office Suite (Excel, Word, PowerPoint, Teams, Outlook) Case Aware, Tempo, LPS, NYSCEF, e-Courts, Zoom

• Writing and Editing: Legal writing, document drafting, instructional/educational writing, business

EDUCATION

John Jay College of Criminal Justice – New York, NY May 2024

• Bachelor of Arts - Humanities and Justice

PROFESSIONAL EXPERIENCE

Paralegal & Client Services May 2023 - Present

Stern & Eisenberg, PC — Cranford, NJ (37.5 Hours Per Week)

• Oversee all stages of the foreclosure process, coordinating with clients (banks and mortgage companies) to ensure accurate documentation and timely court filings.

• Communicate with courts and sheriffs to manage evictions, prepare writs of possession, and schedule lockouts.

• Draft and process pre- and post-foreclosure documents, including Deeds of Trust, Substitutions of Trustee, POAs, Assignments of Mortgage, and court recordings.

• Monitor case expenses, secure client approvals, and process check requests.

• Schedule Sheriff Sales, send certified mail notices, and prepare Reports of Sale and Trustee’s Deeds.

• Liaise with county clerks to confirm recording fees and resolve delays.

• Close foreclosure files, ensuring all final steps are completed.

• Maintain case files by scanning, uploading, and updating documents in management systems and client portals.

• Request death certificates from New York state or city offices when applicable.

• Collaborate with attorneys and paralegals to resolve case issues and ensure successful outcomes.

• Provide clear, empathetic communication to borrowers, heirs, and lienholders, offering resolution options or legal referral when appropriate. ESL Teacher and Manager's Assistant Feb. 2017 – Present Broad Language Institute – Hybrid (10 Hours Per Week)

• Design and deliver customized English lessons for children and adults, adapting instruction to varying proficiency levels to ensure steady language development.

• Serve as Manager’s Assistant, supporting administrative tasks, coordinating student services, and contributing to improved learning outcomes.

• Foster a positive and inclusive learning environment that encourages student engagement and progress.

• Assist with social media marketing efforts and provide responsive customer support as needed. Customer Service Representative Aug. 2020 – Oct. 2021 Teleperformance USA, Bank of America - Remote (40 Hours Per Week)

• Delivered empathetic and professional support to small business clients navigating PPP loan processes during the COVID-19 pandemic.

• Resolved complex account issues by clearly communicating solutions and providing timely assistance to clients under financial stress.

• Escalated critical concerns to appropriate departments and ensured thorough follow-up for issue resolution.

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