Aleisha Romero
Summary
Dynamic Legal Administrative Specialist with proven expertise in legal document preparation and exceptional problem-solving abilities. Excelled at the Department of Veterans Affairs by enhancing customer satisfaction and exceeding service standards. Known for outstanding teamwork, collaboration, and adaptability, consistently meeting or surpassing performance goals. Achieved a notable improvement in process efficiency and customer service quality.
Legal administrative professional with a strong focus on team collaboration and achieving results, adaptable to changing needs and priorities. Proficient in legal research, case management, and regulatory compliance. Reliable and efficient, ensuring consistent and accurate execution of tasks.
Overview
1
1
year of professional experience
Work History
Legal Administrative Specialist
Department Of Veterans Affairs, Veterans Benefits Admin
06.2023 - Current
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Investigated and resolved customer inquiries and complaints quickly.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Addressed customer account discrepancies and concerns.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Education
Master of Science - Criminal Justice
Liberty University
Lynchburg, VA05-2025
Bachelor of Science - Criminal Justice
Liberty University
Lynchburg, VA12-2021
Associate of Science - Legal Studies
Ivy Tech Community College of Indiana
Columbus, IN12-2019
High School Diploma -
Romero's Haven For Learning
North Vernon, IN08-2017
Skills
- Legal document preparation
- File management
- Typing speed
- Electronic filing systems and document drafting
- Teamwork and collaboration
- Problem-solving and attention to detail
- Time management
- Efficient multi-tasker
- Note-taking
- Problem-solving abilities
- Excellent communication and writing skills
- Critical thinking and active listening
- Verbal and written communication
- Adobe acrobat and Microsoft office
- Data entry
- Professionalism
- Editing and proofreading
- Government regulations
- Time management abilities
- Continuous improvement and adaptability
- Document proofreading and scanning
Accomplishments
- Collaborated with team of eight in the development of an innovative new technological advancement at the Department of Veteran's Affairs.
- Supervised team of thirty staff members while main supervisor was on vacation.
- Volunteered for and was accepted to help produce and present training materials at the Department of Veteran's Affairs.
- Volunteered to answer questions from staff and colleagues.
On the Spot Award
Won an award for excellent customer service.
Timeline
Legal Administrative Specialist
Department Of Veterans Affairs, Veterans Benefits Admin
06.2023 - Current
Master of Science - Criminal Justice
Liberty University
Bachelor of Science - Criminal Justice
Liberty University
Associate of Science - Legal Studies
Ivy Tech Community College of Indiana
High School Diploma -
Romero's Haven For Learning
Similar Profiles
Audrey TimmAudrey Timm
Rating Veterans Service Representative at Department Of Veterans Affairs, Veterans Benefits AdminRating Veterans Service Representative at Department Of Veterans Affairs, Veterans Benefits Admin
DesiRae RatkovecDesiRae Ratkovec
Rating Quality Review Specialist at Department Of Veterans Affairs, Veterans Benefits AdminRating Quality Review Specialist at Department Of Veterans Affairs, Veterans Benefits Admin
Kenneth MurrayKenneth Murray
Veterans Service Representative at Veterans Benefits AffairsVeterans Service Representative at Veterans Benefits Affairs