Carolyn M. Miller

Oversees the Intake department and management of the client lifecycle. Develops interdepartmental processes and procedures, including workflow automation, to streamline business operations. Introduced and implemented a process to automate the regular closure of inactive clients and matters on a monthly basis in compliance with the firm's records retention policy. Concurrently managed the Intapp Open Cloud conversion, redesign and rebuild of all forms and workflows, and intake system updates for the firm's financial system upgrade and migration. Oversaw the conflicts checking, onboarding, and integration of over 60 lawyers as part of a firm combination.

Director of New Business Intake

October 2016 - December 2022

Directed the firm's New Business Intake Department to support over 900 lawyers globally. Successfully developed and implemented Intapp Open Intake and Conflicts as the firm's new business intake workflow management system and conflicts database, which included an initial rollout and two subsequent iterations to introduce new system features, enhancements, workflows, and processes. Integrated DocuSign into the existing intake workflow, resulting in higher engagement letter completion rates. Automated the full lateral hire conflicts process and aided with revamping the lateral partner questionnaire and attorney onboarding process. Developed sophisticated metric reporting to assess the value of service provided to the firm partnership, track operational efficiencies, and identify areas requiring attention in order to make informed staffing decisions and process improvements. Established monthly departmental trainings with the firm's Ethics Counsel and practice group leaders to expand upon the team's practical knowledge of the firm and model rules of professional conduct.

New Business Intake Manager

March 2015 - September 2016

Managed the hiring, training, performance evaluation, and professional development of department employees while fostering a team-oriented environment. Developed a centralized process for collecting, reviewing, and tracking client terms and outside counsel guidelines. Integrated the new role of Ethics Attorneys into existing new business intake processes and workflows. Centralized Anti-Money Laundering/Know Your Client procedures and oversaw the rollout of a standardized process at the firm. Developed and maintained internal training manuals, reference guides, and system documentation, continuously assessing and updating procedures to account for a changing regulatory environment and client specific needs.

New Business Intake Supervisor

July 2013 - March 2015

New Business Intake Coordinator

July 2011 - June 2013

New Business Intake Assistant

February 2010 - June 2011