Desminna Lee
Cypress,TX
Summary
Dynamic professional with extensive experience at DIRECTV in client retention and satisfaction. Proven ability to analyze account issues and implement process improvements. Skilled in legal correspondence and document control, with a strong focus on compliance and organization. Adept at fostering client relationships while maintaining confidentiality and professionalism.
Overview
10
10
years of professional experience
Work History
Retention Specialist
DIRECTV
10.2021 - Current
- Manage client retention efforts by analyzing account issues, resolving escalations, and maintaining customer satisfaction.
- Prepare documentation, service agreements, and follow-up records to ensure compliance and continuity.
- Collaborate with internal teams to coordinate retention strategies and implement process improvements.
Legal Assistant
Barnes and Wade Legal Group
Houston, USA
02.2022 - 07.2024
- Provided direct administrative and legal support to Attorney Dominick Dunlap, assisting with case preparation, filings, and correspondence.
- Handled office scheduling, tracked motion deadlines, and maintained the firm's case calendar to ensure compliance with court dates and submission timelines.
- Drafted and proofread legal documents, including pleadings, notices, and discovery responses under attorney supervision.
- Communicated with clients, courts, and opposing counsel to coordinate filings, hearings, and client meetings.
- Organized and maintained both physical and digital case files, ensuring accuracy and confidentiality.
- Assisted with trial preparation, including compiling exhibits, witness lists, and case summaries.
- Managed billing records, administrative reports, and document tracking for multiple active cases.
Document Specialist (Contract)
CDC
02.2021 - 10.2021
- Organized and reviewed sensitive legal and medical documentation for accuracy and completeness.
- Maintained digital filing systems and ensured compliance with document retention policies.
- Assisted in quality assurance and document verification to support legal and administrative workflows.
Remote Customer Service Representative
Preventice Solutions
08.2020 - 03.2021
- Processed confidential patient data and EKG reports for physicians in compliance with HIPAA standards.
- Managed documentation workflows between departments and ensured timely communication on medical cases.
- Provided detailed client support with professionalism and discretion.
Customer Service Representative (Contractor)
Aon Hewitt
08.2019 - 12.2019
- Supported pension and benefits administration by managing client accounts and documentation.
- Reviewed and processed forms for QDROs, terminations, and beneficiary changes.
- Maintained detailed client records and ensured adherence to compliance standards.
Customer Service Lead and Trainer
Alorica
11.2016 - 05.2019
- Led and trained a team of representatives in call handling, documentation accuracy, and service delivery.
- Resolved escalated issues efficiently while maintaining professionalism and customer satisfaction.
- Oversaw reporting, client communications, and workflow coordination.
Intern
Memorial Hermann Hospital
11.2015 - 04.2016
- Assisted in maintaining compliance and documentation control in the sterile processing department.
- Developed foundational understanding of record management and procedural accuracy in healthcare settings.
Education
Degree - Criminal Justice
Texas Southern University
Houston, TXAssociate of Applied Science - Criminal Justice
Houston Community College
Katy, TXSkills
- Legal and administrative support
- Case management and preparation
- Scheduling and tracking deadlines
- Client relations and retention
- Legal correspondence and filing
- Document control and data entry
- Confidential information handling
- Microsoft Office and SharePoint proficiency
- Trial preparation and hearings
- Time management and organization
Personal Information
Relocation: Open to Relocation & Remote Opportunities
Timeline
Legal Assistant
Barnes and Wade Legal Group
02.2022 - 07.2024
Retention Specialist
DIRECTV
10.2021 - Current
Document Specialist (Contract)
CDC
02.2021 - 10.2021
Remote Customer Service Representative
Preventice Solutions
08.2020 - 03.2021
Customer Service Representative (Contractor)
Aon Hewitt
08.2019 - 12.2019
Customer Service Lead and Trainer
Alorica
11.2016 - 05.2019
Intern
Memorial Hermann Hospital
11.2015 - 04.2016
Degree - Criminal Justice
Texas Southern University
Associate of Applied Science - Criminal Justice
Houston Community College