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Legal Process Outsourcing & LPO Consultant Resume Example

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LEGAL PROCESS OUTSOURCING & LPO CONSULTANT
Summary
  • Fully Bilingual (English/Spanish)
  • Skilled Customer Service Representative committed to addressing customer concerns with speed, accuracy and professionalism.
  • Dedicated and motivated to maintain customer satisfaction and contribute to company success.
  • Highly enthusiastic customer service professional with over 10 years client interface experience.
  • Dedicated to providing excellent customer service and making operational and procedural improvements.
Highlights
  • Team management
  • Skilled multi-tasker
  • Call center management experience
  • Strong problem solving ability
  • Active listening skills
  • Sharp problem solver
  • Telecommunication skills
  • Focused on customer satisfaction
Experience
Legal Process Outsourcing & LPO ConsultantMar 2014 to Jun 2014
General Dynamics - Killeen , TX
  • Opened new Disability Claim files.
  • Conducted client interviews and client intake services to process Disability Claims.
  • Processed all assigned cases according to company and client service level agreements.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Demonstrated mastery of customer service call script within specified time frames.
Customer Service SupervisorOct 2008 to Mar 2013
Performance Food Group - Toulon , IL

  • Provided accurate and appropriate information in response to customer inquiries.
  • Demonstrated mastery of customer service call script within specified time frames.
  • Maintained up-to-date records at all times.
  • Addressed negative customer feedback immediately.
  • Developed effective relationships with all call center departments through clear communication.
  • Resolved customer questions, issues and complaints.
Customer Service RepresentativeJul 2006 to Oct 2008
Capital On Tap - Atlanta , GA
  • Give accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Identified inefficiencies and made recommendations for process improvements.
  • Achieved Sales Targets required by client.
  • Demonstrated mastery of customer service call script within specified time frames.
Customer Service Team LeaderMar 2003 to Jul 2006
Geodis - Bethlehem , PA
  • Properly directed inbound calls in phone queues to improve call flow.
  • Successfully managed the activities of 15 team members.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Cross-trained over 125 staff members in 3 years.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Maintained up to date records at all times.


QualityAssurance CoordinatorJul 2001 to Mar 2003
Amerihome Mortgage Company - Westlake Village , CA
  • Planned and led training programs on staff development.
  • Effectively trained instructors and supervisors on techniques for managing employees.
  • Created testing and evaluation procedures. Monitored new representatives induction process.
  • Increased quality and productivity of Customer Service Representatives.
  • Created effective training course objectives, course content and all materials.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
TrainerSep 1998 to Jul 2001
Best Data LTD - City , STATE
  • Demonstrated mastery of customer service call script within specified time frames.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Trained staff on how to improve customer interactions.
  • Formulated and enforced Service Center policies, procedures and quality assurance measures.
  • Assisted with the development of the call center's operations, quality and training processes.
Education
Diploma, Fitness2014National Exercise & Sports Trainers Association - City, State, United States
  • Certified Personal Fitness Trainer
Bachelor's - Pending, LawUniversidad Libre de Derecho - City, State, Costa Rica
Bachelor's - Pending, Business AdministrationUACA - City, State, Costa Rica
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

76Average
Resume Strength
  • Formatting
  • Word choice
  • Measurable results
  • Strong summary

Resume Overview

School Attended

  • National Exercise & Sports Trainers Association
  • Universidad Libre de Derecho
  • UACA

Job Titles Held:

  • Legal Process Outsourcing & LPO Consultant
  • Customer Service Supervisor
  • Customer Service Representative
  • Customer Service Team Leader
  • Quality Assurance Coordinator
  • Trainer

Degrees

  • Diploma , Fitness 2014
    Bachelor's - Pending , Law
    Bachelor's - Pending , Business Administration

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