Call Center Microsoft Office
Resume:
He
Courtnie
Williams
Paralegal
Contact
Apartment 1135
Mesquite, Texas 75149
*************@*****.***
Summary of Qualifications:
• Extensive experience in call center operations, including team leadership and training.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Exceptional attention to detail and ability to manage complex tasks.
• Strong written and verbal communication skills.
• Adept at conducting research, analyzing data, and preparing documentation.
• Ability to work collaboratively in a fast-paced, high-pressure environment.
• Demonstrated ability to adapt, learn quickly, and meet deadlines.
Educational Experience:
Paralegal Student Center for Advanced Legal Studies
Houston, Texas January 2023 – September 2023
• Completed paralegal certification in which the curriculum included detailed lessons in legal research, document drafting, and case preparation.
• Practiced managing and organizing case files, ensuring being knowledgeable of different avenues in accessibility and accuracy of information.
• Prepared and proofread legal documents, correspondence, and client communications.
• Utilized Microsoft Office for document creation, data analysis, and presentations.
Call Center Supervisor iQor, Richardson, Texas Plano, Texas September 2015 – March 2023
• Supervised a team of 10 - 20 call center agents, providing training, coaching, and support.
• Implemented effective communication strategies to enhance customer service.
• Analyzed call data to identify areas for improvement and develop training materials.
• Conducted quality assurance checks to ensure compliance with company policies.
Call Center Trainer iQor, Richardson, Texas Saint Petersburg, Florida October 2018 - 2020
• Designed and delivered training programs for new and existing call center staff.
• Developed training materials and resources to enhance employee knowledge and performance.
• Monitored trainees’ progress, provided feedback, and adjusted training methods as needed.
• Collaborated with management to improve call center procedures and customer satisfaction.
Education:
Certification in Paralegal Studies Center for Advanced Legal Studies, Houston, Texas September 24th, 2023
• Relevant Coursework •
Legal research and investigation, discovery, litigation processes, form and motion preparation, corporate law, criminal law, real estate, intellectual property, deeds, and estates, and many more areas
Legal Software and programs: Westlaw, Lexus Nexus, Clio, and others
Certifications/Licenses:
• Paralegal Certification
• Texas Insurance Adjuster (All Lines}
Skills
• Legal research
• Document drafting
• Case management
• Communication skills
• Team leadership
• Microsoft Office proficiency
• Attention to detail
• Problem-solving
• Time management
References:
Available upon request.
Education
Center for Advanced Legal Studies
Houston, Texas
Paralegal Certification
GPA: 3.08
Key Skills
Discovery
Legal Research
Legal Document Drafting
Communication
Problem-solving
Microsoft Office Expertise
Experience
January 2023 – September 2023
Full time Student •
Paralegal Certification
November 2023 – Present
Paralegal Studies •
Applied associate in science
September 2015 – March 2023
Agent • Trainer • Supervisor
iQor Call Center
Responsibilities
Overseeing daily operations, supervising staff, ensuring compliance with campaign regulations, and providing exceptional customer service
Also responsible for analyzing call performance data, identifying trends, and developing strategies to improve each campaign’s performance.
Communication
Implemented new procedures and technologies that improved efficiency and streamlined operations.
Identified areas of expertise and improvement to help each team member find areas for growth.
Well versed in communication programs like Teams, Slack, Canvas, Zoom, Zimbra, and others
Leadership
Successfully led a team to exceed performance/sales goals while maintaining excellent customer satisfaction scores.
References
Available upon request.
Contact this candidate