Streamlined document management processes, reducing administrative errors by 30%. Collaborated with attorneys to draft legal documents ensuring accuracy and deadlines. Managed caseload of 50+ clients with meticulous records and smooth communication. Assisted in preparing trial exhibits ensuring court compliance.

Provided friendly and efficient customer service, handled challenging situations. Built customer loyalty through personalized email responses and developed new customer relationships. Maintained high product knowledge with 97% quality assurance rating. Consulted knowledge base and previous cases to identify trends and improvements.

Led team of 12+ agents to achieve monthly goals while maintaining teamwork and flexibility. Coached agents to increase positive survey responses from 52% to 75%. Monitored email queue and supervised workflow. Tailored chat strategies to reduce handling time and provide timely service.