April Lucas
Baltimore,MD
Summary
Goal-oriented Legal Assistant/ Customer service advocate experienced in providing administrative support to legal departments with focus on document management. Demonstrated ability in interpreting legal documents and policies. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Legal Assistant Trust & Estates
Peter Angelos Law Office
08.2023 - Current
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Organized documents to manage paper and electronic filing systems of clients.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Prepared and drafted correspondence and legal forms to maintain smooth communications.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying
- critical information promptly.
- Completed electronic filings, initiated billing statements, and managed firm administrative matters.
Call Center Agent
Sandy Spring Bank
02.2022 - 06.2023
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Teacher Assistant
Baltimore City Public School System
09.2021 - 12.2021
- Responded to student needs and questions promptly.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Promoted a positive learning environment by effectively managing classroom behavior and addressing individual needs.
- Assisted teachers in preparing instructional materials, ensuring alignment with curriculum objectives.
- Supported teacher in monitoring students during lunch periods, recess, and other non-instructional times to maintain safety and orderliness.
- Supported classroom activities, tutoring, and reviewing work.
- Maintained safety and security by overseeing students in recess environments.
- Distributed learning materials such as worksheets, textbooks, and supplemental activities.
Customer Service Representative
Express Scripts
01.2020 - 08.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma -
Mergethaler Vocational Technical High School
06.2016
Skills
- Fast Learner
- Scheduling/Planning
- Microsoft Office
- File Organization
- Legal Document Preparation
- Calendar Management
- Client Communication
- Data Entry
- Customer Relations
- Problem Resolution
Certification
Currently enrolled to obtain Paralegal Certification.
Timeline
Legal Assistant Trust & Estates
Peter Angelos Law Office
08.2023 - Current
Call Center Agent
Sandy Spring Bank
02.2022 - 06.2023
Teacher Assistant
Baltimore City Public School System
09.2021 - 12.2021
Customer Service Representative
Express Scripts
01.2020 - 08.2021
High School Diploma -
Mergethaler Vocational Technical High School