Talented Intake Specialist with over 13 years of successful experience in potential case intake and Account Managing. Recognized consistently for performance excellence and contributions to success in the Legal Intake industry. Strengths in personal injury cases and building relationships backed by training at the Intake Academy by Chris Mullins.
Skills
Fluent in Spanish
Intake Taking
Telephone reception
Quick learner
Personable
Customer-oriented
Goal-oriented
Client relations strength
Positive and friendly
Skilled problem solver
Proficiency in CRM's
Appointment Scheduling
Relationship-Building
Excellent work ethic
Compassion
Effective communication skills
Education
Ventura CollegeVentura, CAExpected in 06/2006 – –Associate of Arts: - GPA:
Work History
A123 Systems, Inc. - Senior Account Manager Novi, MI, 12/2017 - Current
Trains and mentors Account Manager
Trains and mentors Account Manager
Delegates tasks to Account Managers
Translates legal documents from English to Spanish
Provide excellent customer service through proactive communication, prompt follow up and follow through
Problem solving for clients and presenting new and unique solutions to boost client productivity
Monitors New Client call content and reports for patterns to identify improvements and/or training opportunities
Initiates and responds to clients with the goal to cultivate a strong, positive relationship
Complete requested client maintenance as needed
Ongoing check-ins with assigned clients to gauge success and satisfaction
Prepare weekly, monthly reporting for customers
Supports other teams as needed
Trained and supported junior account management professionals to increase company productivity
Reached out to accounts measuring satisfaction and increased revenue
Negotiated contracts, closed agreements and supported sales team in new product launches
Oversaw multiple accounts and worked diligently to meet and exceed performance goals
Communicated with clients via email, phone, online presentations, screen-share and in-person meetings
Efficiently and accurately verified and updated account information
Collaborated with customers to develop strategic business and account plans
Ribbon Home - Account Manager Charlotte, NC, 11/2015 - 12/2017
Interviews new clients to understand their needs and expectations in order to set-up and programmed to company standards
Calls client(s) to verify accuracy of client maintenance requests received
Offers options and additional services to clients to increase worth of our service to them
Documents all client contact/requests in CRM
Proactively maintains client relationships as assigned
Manages and is responsible for quality on all assigned accounts
Interfaces with Account Advisors, Department Managers, and Call Center Management Team regarding
training, protocol, and communication issues
Prepares for and participates in Sales/Client Services Meetings and Call Center Staff meetings if needed
Participates in error meetings looking for opportunities to reduce the number of errors being made on
accounts
Communicates with teams in a timely manner for all necessary programming changes and suggestions for accounts
Ensures new client is on the right rate plan according to their activity for their first 60-days on service
Looks for ways to minimize client turn and loss of accounts
Constantly looks for ways to improve client relationships and retention as appropriate
Looks for trends and patterns that can inform appropriate actions and improved business practices
Identifies ways, whenever possible to make improvements to procedures and practice
Brings suggestions for improvements and changes to the appropriate people
Asks questions and follows up with appropriate resources when questions or inconsistencies arise
Managed budgeting, forecasting and performance for all accounts
Law Offices Of Samer Habbas Inc. Pc - Senior Intake Specialist Irvine, CA, 04/2013 - 11/2015
Manages specific intake specialist training needs, including refining, improving and advancing Agents to their next level
Addresses performance concerns with intake specialist immediately, calmly, professionally and respectfully
Prepares and deliver several daily and monthly reports to help efficiently run all aspects of the call center
For one hour of each eight hour work shift, serve as an Intake Specialist, answering calls for over 1,000 clients, taking accurate messages, email inquiries and/or customer service requests
Facilitated individual coaching sessions with CSRs to realign productivity goals
Communicated policy updates and information to team to enhance goal efficiency
Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices
Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings
Worked with training team to maintain frontline intake specialist and tier I and II intake specialist product support and certification training initiatives
Guided employees through routine and complex administrative situations with decisive but motivational approach
Delivered constructive call process feedback
Evaluated employee job performance and motivated staff to improve productivity
Answers hundreds of calls as soon as it is presented on the screen. Speaks at a rate that allows reading ahead in order to clearly and accurately complete an intake. Asks how she can help, and genuinely cares by showing empathy
Takes responsibility and ownership for actions and decisions. Includes appropriate people in the decision-making process, and makes timely decisions
Supports team’s efforts to succeed, balancing team and individual responsibilities. Contributes to a positive team spirit and morale
Reacts well under pressure, keeping emotions under control and maintaining professional behavior
Handles difficult or emotional customer situations in a calm and professional manner
Translates for attorneys, judges and other on-call personnel
Responsible for training new Intake Specialist on intake protocol
Inputted all communication with applicants into computer system to facilitate future clarification and knowledgeable support
Reviewed criteria for different case types to determine eligibility
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