Summary
Overview
Work History
Education
Skills
Timeline
Generic

Casera Mullock

Largo,FL

Summary

Dynamic operations manager with a proven track record at Brad Thomas Disability, excelling in process improvement and staff training. Enhanced operational efficiency, leading a team of 35 virtual employees while maintaining high customer satisfaction. Skilled in compliance management and effective communication, driving strategic initiatives that reduced costs and improved service quality.

Overview

19
19
years of professional experience

Work History

Firm Operations Manager

Brad Thomas Disability
Plano , TX
10.2023 - Current
  • Coordinate daily operations for Disability Law Firm
  • Managed 35 Virtual Employees and over 1500 clients
  • Supported training sessions for staff on operational procedures and best practices.
  • Participated in team meetings to discuss operational challenges and solutions.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Collaborated with management team on long-term strategic planning initiatives for the organization.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
  • Collaborated with team leaders on quality audits.
  • Maintained documentation for compliance with disability regulations and policies.

Firm Manager

Cloud Law Firm
Largo , FL
07.2019 - 10.2023
  • Developed training materials for new employees and ongoing staff development.
  • Managed project timelines to ensure timely completion of deliverables.
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Conducted legal research to support case preparation and documentation.
  • Drafted legal documents, including motions, briefs, and contracts for attorney review.
  • Managed case files and maintained organized records for efficient retrieval.
  • Communicated with clients to gather information and provide case updates.
  • Assisted attorneys in trial preparation by organizing exhibits and evidence.
  • Coordinated schedules for court appearances, depositions, and client meetings.
  • Ensured compliance with legal procedures and deadlines throughout case management.
  • Provided administrative support such as answering phones or scheduling appointments.
  • Maintained calendars for upcoming court dates or deadlines related to cases.
  • Reviewed and organized legal documents, such as pleadings, motions, and briefs.
  • Organized client calendars, prepared mailings and handled high call volumes.

Executive Assistant

Candia Holdings
Largo, Florida
05.2016 - 07.2019
  • Managed executive calendar and scheduled appointments efficiently.
  • Prepared comprehensive meeting agendas and took detailed minutes.
  • Handled confidential correspondence and maintained sensitive files securely.
  • Developed and maintained filing systems for easy document retrieval.
  • Monitored incoming emails and responded accordingly in a timely manner.
  • Answered telephone calls from customers or clients providing assistance where necessary.

Team Lead

24/7 Intouch - Netflix
Largo, Florida
07.2016 - 05.2017
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Handled customer complaints and inquiries in a courteous and efficient manner.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
  • Resolved customer complaints promptly and efficiently.
  • Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to custom
  • Navigated multiple computer systems and applications and utilized search tools to find information.
  • Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided
  • Monitored daily performance metrics such as call volume, wait times, resolution times.
  • Analyzed customer feedback surveys to identify areas of improvement in the customer service department

Customer Service Associate

Publix
Largo, FL
05.2006 - 06.2016
  • Assisted customers with inquiries and resolved issues promptly.
  • Processed transactions accurately using point-of-sale systems.
  • Maintained a clean and organized workspace for efficient operations.
  • Educated customers about products and services, fostering informed decisions.
  • Handled customer complaints professionally, ensuring a positive experience.
  • Greeted customers and identified their needs.
  • Kept work area neat, clean, and well-stocked at all times.
  • Assisted customers with returns, exchanges, refunds, and other transactions as needed.
  • Resolved customer inquiries in a timely manner.
  • Demonstrated active listening skills when responding to customer questions and complaints.
  • Handled cash register operations accurately during peak times.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Followed policies and procedures to meet or exceed established performance requirements.
  • Trained new hires on products and services, best practices, and protocols to reduce process gaps.

Education

High School Diploma -

Northside Christian School
St. Petersburg, FL
05-2009

Skills

  • Operational efficiency
  • Process improvement
  • Policy implementation
  • Compliance management
  • Customer relationship management
  • Staff training and development
  • Project management
  • Quality assurance
  • Problem solving
  • Effective communication
  • Team leadership
  • Cost control
  • Business strategy development
  • Performance evaluations
  • Project management abilities
  • Marketing
  • Social media marketing
  • Workforce management
  • Work flow planning
  • Management
  • Delegation
  • Invoice processing

Timeline

Firm Operations Manager

Brad Thomas Disability
10.2023 - Current

Firm Manager

Cloud Law Firm
07.2019 - 10.2023

Team Lead

24/7 Intouch - Netflix
07.2016 - 05.2017

Executive Assistant

Candia Holdings
05.2016 - 07.2019

Customer Service Associate

Publix
05.2006 - 06.2016

High School Diploma -

Northside Christian School

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