Ashley Garrett
Brighton,Il
Summary
Professional with a strong background in legal support, adept at handling tasks in a fast-paced environment. Demonstrated expertise in legal research, document management, and case preparation for accuracy and compliance. Recognized for effective team collaboration and adaptability, always focused on achieving results and meeting deadlines. Strong organizational skills and a proactive approach to problem-solving make me a reliable asset. Additionally, solid experience as a results-driven call center professional with a focus on customer service and communication. Excel at efficiently resolving issues and maintaining high customer satisfaction levels. Strengths lie in team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Paralegal
Taplin Defense Firm
08.2021 - Current
- Reduced attorney workload by drafting routine legal documents such as pleadings, motions, and affidavits.
- Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
- Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
- Assisted counsel in preparing answers, providing documentation, and information for discovery request.
- Edited and proofread legal documents to verify accuracy.
- Liaised with other paralegals and legal staff to complete common tasks on schedule.
- Contributed to firm-client relationship building through professional interactions with clients during meetings or phone calls, conveying empathy while maintaining confidentiality.
- Communicated with clients, opposing counsel and court personnel to keep all parties informed on case updates.
- Maintained and updated organized client contact information to keep in touch with clients and provide updates on cases.
- Prepared legal briefs, motions, and pleadings.
- Boosted office productivity by maintaining an accurate calendar of appointments, deadlines, and court appearances.
- Helped attorneys prepare for trial by organizing exhibits and calling on witnesses to testify at hearings.
- Improved document organization by implementing a comprehensive file management system for easy access to essential case materials.
- Streamlined communication between clients and legal staff by managing client inquiries promptly and professionally.
- Ensured compliance with court rules and procedures by accurately preparing and submitting legal filings within established timeframes.
- Facilitated timely and accurate billing by recording billable hours, expenses, and other relevant information in the firm''s billing system.
- Assisted in preparation of settlement proposals and agreements to help attorneys negotiate settlement in best interest of client.
- Summarized depositions, legal documents and other material to provide attorney with relevant material for cases.
- Assisted attorneys with trial preparation through thorough research and analysis of relevant laws and regulations.
- Managed complex cases efficiently using specialized software programs designed for paralegal work to track information related to multiple parties over long periods of time.
- Contributed to successful case outcomes through diligent fact investigation and witness interviews.
- Expedited document review process by conducting initial reviews of key documents for relevance and privilege status.
- Saved firm resources by conducting cost-effective legal research using both traditional library resources and online databases such as LexisNexis or Westlaw.
- Maintained up-to-date knowledge of changes in laws or regulations relevant to practice areas through continuous professional development opportunities such as seminars or webinars.
- Improved client trust and satisfaction, providing comprehensive support and updates throughout case progression.
- Facilitated smoother trial preparations, organizing exhibits and coordinating witnesses.
- Reduced case resolution times by effectively supporting negotiation and settlement processes.
- Optimized legal proceedings with precise preparation of trial notebooks and evidence.
- Conducted in-depth legal research for supporting case strategy development, significantly contributing to positive outcomes.
- Assisted in achieving favorable legal outcomes by preparing persuasive legal arguments and briefs.
- Bolstered firm's reputation by consistently maintaining high standards of confidentiality and professionalism.
- Streamlined office communication and improved case management with meticulous record-keeping and scheduling.
Inbound/Outbound Sales Call Center Agent
Calico Country Store
11.2002 - Current
- Use multiple systems and programs to meet the customer’s needs
- Delivers documents and reports for owner
- Call handling agent and technical support
- Greets customers in a professional and courteous manner
- Pack products for shipping for customers
- Process information to meet customer satisfaction
- Research methods and information to provide customer satisfaction
- Uses effective communication to meet customer satisfaction
- Uses analytical skills daily to provide company and customer satisfaction
- Processing new orders in computer system
- Experience with assisting the owner with management task such as payroll, scheduling and hiring, also administration duties and answering phones
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
- Expanded market reach by conducting research to identify new target segments and tailor sales pitches accordingly.
- Identified new opportunities for upselling by staying informed of the latest industry trends and product offerings.
- Recorded customer feedback and sales data to improve sales and customer experience.
- Utilized innovative sales techniques to upsell products and services.
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
- Maintained accurate database of customer accounts and sales information to enable tracking history and preserve consistent records.
- Analyzed customer data and sales trends to develop targeted sales campaigns.
- Adapted quickly to changes in company policies or product offerings, ensuring accurate information was relayed to customers at all times.
- Mentored newly hired agents on best practices for outbound sales calls, contributing to improved team success rates over time.
- Streamlined the sales process by utilizing CRM software efficiently to track leads, follow-ups, and customer interactions.
- Developed favorable customer service relationships and built new, robust customer bases.
- Utilized time management skills to maximize productivity, consistently achieving high call volume goals without sacrificing quality of service.
- Increased customer satisfaction by promptly addressing concerns and providing accurate product information.
- Exceeded sales quotas consistently through effective lead generation and persuasive communication skills.
- Identified customers from previously untapped market sectors with innovative call strategy.
- Established professional relationships with clients and call center team members to boost trust, rapport and reliability.
Customer Service Rep and Cook
Casey’s General Store
10.2018 - 08.2021
- Achieves internal and external goals by coordinating with Inventory Quality Control
- Setting New Planogram, Opening and Closing Business
- Selling Lotto, Lottery, Gas and Merchandise
- Completing Lotto and Lottery Payouts
- Cashier, and Preparations for Food and Kitchen
- Greets customers in a professional and courteous manner
- Process information to meet customer satisfaction
- Research methods and information to provide customer satisfaction
- Uses effective communication to meet customer satisfaction
- Uses analytical skills daily to provide company and customer satisfaction
- Processing new orders in computer system
Alarm Dispatcher
Interface Security
07.2019 - 08.2020
- Completes operational assignments as assigned
- Achieves internal and external goals by coordinating with Inventory Control, Quality, Purchasing, Manufacturing and Contract Administration
- Understands TL9000 and ISO9000 requirements and their relationship to warehousing
- Complies with and promotes safety guidelines
- Promotes a clean and organized warehouse operation
- Adheres to all company human resources, quality, operations and safety policies
- Works cooperatively and productively with other warehouse personnel
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained updated and detailed records of calls in physical and electronic database.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Reduced false alarms by verifying incident details before dispatching emergency personnel, saving time and resources.
- Participated in ongoing training sessions and workshops to remain current on industry advancements and enhance professional skills.
- Maintained up-to-date knowledge of industry regulations, guidelines, and best practices to ensure compliance within the dispatch center.
- Streamlined alarm monitoring processes for increased efficiency and accuracy in identifying emergencies.
- Updated knowledge of local geography and street layouts to ensure efficient routing of emergency personnel during incidents.
- Streamlined information sharing between different departments through effective coordination efforts.
- Enhanced response times by prioritizing emergency calls and accurately routing them to appropriate agencies.
- Contributed to a safer community by providing timely assistance in emergency situations, working closely with law enforcement and other first responders.
- Managed multiple phone lines simultaneously while maintaining composure under pressure, ensuring consistent performance during peak periods.
- Provided exceptional customer service by calmly addressing concerns from callers during stressful situations.
- Monitored activities captured on cameras to inform authorities of suspicious activities.
- Watched both live and recorded video surveillance footage.
- Recorded time, date and location of incidents.
- Used incident reporting software such as [Software] and [Software] to track daily activities.
Technical Support Call Center Representative
Spectrum
05.2019 - 08.2019
- Completes operational assignments as assigned
- Achieves internal and external goals by coordinating with Inventory Control, Quality, Purchasing, Manufacturing and Contract Administration
- Understands TL9000 and ISO9000 requirements and their relationship to warehousing
- Complies with and promotes safety guidelines
- Promotes a clean and organized warehouse operation
- Adheres to all company human resources, quality, operations and safety policies
- Works cooperatively and productively with other warehouse personnel
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Junior Technical Support Agent
Equifax (Started as Contract W/Ultimate Staffing)
08.2015 - 01.2018
- Gathers all data, identify missing or incorrect discrepancies for clients, account managers, client primary and secondary contacts
- Setting up access to Work number and I-9 Tools for multiple clients and account managers
- Use multiple systems and programs to meet the customer’s needs
- Delivers documents and reports for multiple teams
- Call handling agent and technical support
- Greets customers in a professional and courteous manner
- Process information to meet customer satisfaction
- Research methods and information to provide customer satisfaction
- Uses effective communication to meet customer satisfaction
- Uses analytical skills daily to provide company and customer satisfaction
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Education
Associates in Applied Science of Paralegal - Paralegal Science
Lewis And Clark Community College
Godfrey Illinois12-2021
Administration Certificate -
Calc Institute of Technology
01.2013
Skills
- Microsoft Office
- Word
- Excel
- PowerPoint
- Call Agent
- Data Entry
- Technical Support Analyst
- Social Security Benefit and Claims
- Cash Handling
- Travel Agent
- Scheduling Arrangements
- Inventory Quality Control
- Manufacturing
- Planograms
- Shipping and Receiving
- Customer Service
- Customer Care
- CSR
- Call Center
- Customer Support
- Medical Terminology
- Typing
- Office Manager
- Customer service
- Data entry
- Customer support
- Problem-solving skills
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Communicating with clients
- Call control
- Answering questions
- Complaint resolution
- Appointment scheduling
- Product knowledge
- Payment processing
- Gathering information
- Calm disposition
- Building rapport
- Account updating
- Inbound phone call management
- Technical support
- Quality control
- Database research
- Logging call information
- Cash handling
- Technical troubleshooting
- Interpersonal skills
- System documentation
- Quality assurance
- Data gathering
- Account management
- Documentation and reporting
- Credit adjustments
- Call documentation skills
- Call handling
- Call logging
- Providing customer support
- Quality assurance optimization
- Typing 150 wpm
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Maintained more than 50 files, while tracking and managing filing service for up to 80 files per day.
Certification
- Microsoft Office Specialist for Office Word 2007 and Expert Word
- Microsoft Office Specialist for Office Excel 2007
- Microsoft Office Specialist for Office PowerPoint 2007
- Microsoft Office Specialist for Office Access
References
Cyndi Monckton, Supervisor Medical Imaging, (618) 463-7344, Jim Applegate, Calc Institute of Technology, 235A East Center Drive, Alton, IL, 62002, (618) 474-0616, Casey’s, Nathaan Pruitt, 6301 Godfrey Road, Godfrey, IL, 62035, 618-467-2498, Equifax, Brian Douglas, Equifax Tier One Analyst for Workforce Solution Support Team Manager, 3470 Rider Trail S, Earth City, MO, 63045, 314-684-2766, brain.douglas@equifax.com, Ultimate Staffing, Kim Gorczynski, Enterprise Relationship Mgr., 314.994.7195, kgorczynski@ultimatestaffing.com, Aerotek Staffing, Julie Harris, 2 City Place Dr. Ste 100, Saint Louis, MO, 63141, 314-819-2525
Assessments
Medical Terminology, Highly Proficient, 02/01/19, https://share.indeedassessments.com/share_assignment/047ivim7spoowypq
Timeline
Paralegal
Taplin Defense Firm
08.2021 - Current
Alarm Dispatcher
Interface Security
07.2019 - 08.2020
Technical Support Call Center Representative
Spectrum
05.2019 - 08.2019
Customer Service Rep and Cook
Casey’s General Store
10.2018 - 08.2021
Junior Technical Support Agent
Equifax (Started as Contract W/Ultimate Staffing)
08.2015 - 01.2018
Inbound/Outbound Sales Call Center Agent
Calico Country Store
11.2002 - Current
Administration Certificate -
Calc Institute of Technology
Associates in Applied Science of Paralegal - Paralegal Science
Lewis And Clark Community College
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