Remote Customer Service Associate

LaShonda Murdock

Lansing, IL ***** 310-***-**** *****************@*****.***

https://sites.google.com/view/lashondamurdock-portfolio/resume

www.linkedin.com/in/lashonda-murdock-3901a789

PROFESSIONAL SUMMARY

Detail-oriented and motivated Legal Administrative Assistant and Paralegal with 3+ years of experience in client-focused, technical, and management roles, currently enrolled in an ABA-approved Paralegal Studies program. Backed by hands-on experience in family law and criminal litigation, a Legal Technology Certificate and a proven track record of boosting workflow efficiency by 30%. Proficient in drafting legal documents, utilizing law office technology, conducting legal research, and delivering exceptional virtual/live administrative support.

EDUCATION & CERTIFICATIONS

● Associate Degree in Law and Paralegal Studies, Completed May 2026 South Suburban College, South Holland, IL (ABA-Approved Program) GPA: 3.5

● Legal Technology Certificate

National Society for Legal Technology May 2025

LEGAL EXPERIENCE

Paralegal I Intern Markham Cook County State's Attorney's Office, Markham, IL (9/2025-11/2025)

● Supported attorneys in comprehensive case preparation for criminal and family law matters.

● Drafted pleadings, detailed case summaries, and routine motions.

● Assisted with complex legal research, electronic data tracking, and evidence collection.

● Managed and organized case files, maintained attorney calendars, and processed court documents. Family Law Intern Law Office of Desiree Berg, Flossmoor, IL (8/2025-1/2026)

● Completed over 110 hours of practical support for active family law litigation.

● Drafted legal correspondence and court filings and assisted with client file preparation.

● Conducted deep legal research and thorough documentation reviews.

● Maintained case files and streamlined attorney schedules to prevent scheduling conflicts. CORE WORK EXPERIENCE

Virtual Banking Assistant II Chase Bank N.A., Lansing, IL (10/2022 – 08/2024)

● Served as the primary point of contact for clients via inbound/outbound calls, video platforms, and emails.

● Delivered critical virtual assistance by troubleshooting online banking and application navigation issues.

● Guided clients in identifying complex financial needs and facilitated connections with specialists Café Ambassador / Manager Capital One Bank N.A., Chicago, IL (10/2016 – 02/2022)

● Orchestrated community success by developing promotional strategies and hosting classes/workshops.

● Increased workflows by 30% by refining monitoring systems and aligning tasks to team members' individual strengths.

● Managed expenses, labor hours, and operational supply usage to meet financial targets consistently.

Health Insurance Plan Specialist / Broker (AEP) GoHealth Insurance Brokerage, Chicago, IL

(10/2014 – 11/2016)

● Acquired active insurance licenses and appointments across 17 states, including AHIP certification.

● Converted qualified inbound leads into compliant health insurance plan enrollments under strict regulations.

Technical Support Specialist AppleCare via Xerox, Bolingbrook, IL (07/2014 – 10/2014)

● Diagnosed and resolved software, network, and hardware issues following strict troubleshooting guidelines.

● Managed multiple internal systems simultaneously to resolve customer technical problems Efficiently.

ADDITIONAL PROFESSIONAL EXPERIENCE

● Pharmacy Technician CVS, Loyola Hospital, & Osco Drug (Multiple Years) Dispensed/labeled 300+ prescriptions daily, managed inventory, audited files for compliance. and navigated complex insurance databases.

● Hospitality & Service Management DoubleTree by Hilton, Westin, & Sheraton Hotels

(Multiple Years)

Supervised dining staff, managed large financial transactions, resolved customer complaints, and Utilized OpenTable reservation platforms.

KEY SKILLS

● Legal & Research: Legal Research & Writing, Pleadings, Motions, Discovery, Complaints, Document Review, Westlaw, LexisNexis, Electronic Court Filings.

● Technology & Software: Microsoft Word, Microsoft Excel, Microsoft Office, Zoom Webinar Management, App Troubleshooting, Multi-System Coordination.

● Administrative & Operational: Calendar & Schedule Coordination, Case Management, Information Gathering, Workflow Optimization, Operations Management.

● Interpersonal: Proactive Problem-Solving, High-Volume Customer Service, Confidentiality, Cross-Team Collaboration, Clear Written & Verbal Communication.

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