Call Center Intake Specialist

LAILA TURNER-GAYE

Atlanta Metro (In-Person, Hybrid, or Remote) ****.**************@*****.*** 404-***-**** PROFESSIONAL SUMMARY

Results-driven Legal Intake Specialist & Senior Case Analyst with 15+ years of high-volume call center, client relations, and lead conversion expertise and legal assistant work. Proven 90%+ lead close rate in personal injury law by rapidly qualifying claims, coordinating medical/legal workflows, and building strong client rapport. Adept at streamlining case pipelines, enhancing KPIs, and exceeding performance metrics. LEGAL EXPERIENCE

The Law Offices of Julian Sanders – PI Intake Specialist (June 2024 – June 2025)

● Qualify, onboard high-volume plaintiff personal injury claims (auto, premises liability, workers’ comp, med mal)

● Conduct detailed interviews, review police reports, and verify documentation

● Coordinate initial treatment plans and manage cases in Litify CRM Ken Nugent, P.C. – Senior Case Analyst (Oct 2022 – June 2024)

● Managed intake lifecycle from lead qualification to medical referrals and documentation

● Served as primary client liaison, resolving contract and status inquiries

● Maintained high lead conversion rates while troubleshooting DocuSign and CRM workflows PRIOR BUSINESS & SALES EXPERIENCE

Jackson Acura – BDC / Internet Manager (May 2017 – Mar 2019)

● Increased showroom appointments and sales through strategic lead management

● Recruited, trained, and led BDC team; managed VehicleXchange and retention programs Hendrick Auto Group – Internet / BDC Manager (Nov 2011 – Apr 2019)

● Led 8+ reps, improving lead-to-sale ratios and appointment show rates

● Oversaw CRM optimization, credit reviews, and targeted marketing campaigns CORE SKILLS

● Legal Intake & Case Onboarding

● Case Viability & Documentation Review

● CRM Expertise: Litify, Salesforce, HubSpot, DealerSocket, eLead

● Data Management & Systems: PACER, BuyCrash, WestLaw, LexisNexis

● High-Volume Call Center Management

● Medical Coordination & Vendor Relations

● Lead Conversion & Client Retention

● Objection Handling & Relationship Building

VALUE STATEMENT

Bridging legal expertise with sales precision, I turn qualified leads into loyal clients while enhancing operational efficiency. The result? Higher case value, faster resolutions, and better client satisfaction. Call or text 404-***-****

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