Summary
Overview
Work History
Education
Skills
Accomplishments
Available Immediately
Personal Information
Certification
Timeline
Generic

Desminna Lee

Cypress,tx

Summary

Dedicated and results-driven professional with a strong foundation in legal support, client services, and administrative operations. Proven ability to manage sensitive information, support attorneys in trial preparation, and deliver high-quality service in fast-paced legal and corporate environments. Experienced in customer retention, medical documentation, and legal compliance, with certifications in CRM systems, HIPAA, and legal administration. Adept at communicating with clients, court officials, and cross-functional teams, with a long-term focus on building a career in the criminal justice field.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Retention Specialist & Engagement Leader

DIRECTV
10.2021 - Current
  • Top-performing Retention Specialist exceeding monthly loyalty and satisfaction targets.
  • Handled Supervisor-Level Escalation Calls and Tier 2 technical issues, ensuring resolution and customer retention.
  • Led VIP Lounge initiatives by coordinating across departments, providing project oversight, and improving experience delivery.
  • 2023 VIP Lead and 2024 Engagement Council member, recognized for driving culture, recognition, and team morale.
  • Trained and mentored new hires, providing coaching, side-by-sides, and onboarding assistance.

Legal Assistant

Barnes and Wade Legal Group
02.2022 - 07.2024
  • Handled office scheduling and made notes for deadlines, motions, and other important dates.
  • Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
  • Responded to client inquiries, providing accurate legal advice and offering assistance.
  • Communicated pertinent information to clients via phone, email, and mail.

Document Specialist

CDC
04.2021 - 01.2023
  • Manage secure handling, organization, and digital transmission of confidential documents.
  • Support healthcare communications and maintain accurate records for partner institutions.

Remote Customer Service Representative

Preventice Solutions
08.2020 - 03.2021
  • Handled technical escalations for cardiology devices and ensured physician communication.
  • Processed medical faxes, reviewed EKG reports during overnight shift.

Customer Service Representative

Aon Hewitt
08.2019 - 12.2019
  • Managed pension and retirement inquiries with accuracy and compliance.
  • Processed claims and enrollment changes in a highly regulated environment.

Supervisor / Trainer / CSR

Alorica
11.2016 - 05.2019
  • Advanced from CSR to Supervisor; led teams and enforced KPIs.
  • Delivered frontline and escalated technical support, guiding agents through resolutions.
  • Built a team-focused culture that emphasized quality service and accountability.

Education

Associate of Applied Science - Criminal Justice

Houston Community College
Katy, TX

Sterile Process Certification - undefined

CHCP
Houston, TX

Bachelor of Science -

Texas Southern University
Houston, TX

Skills

  • Leadership & Coaching
  • Project Management & Coordination
  • Call Center Operations
  • Customer Retention & Loyalty
  • Training & Onboarding
  • Conflict Resolution
  • Microsoft Office Suite
  • Excel
  • SharePoint
  • CRM Systems
  • Basic Plus
  • TWIC
  • CPR Certified
  • Legal Administration

Accomplishments

  • CRM Fundamentals Certification – HubSpot Academy (2024)
  • SaaS Customer Support Specialist – Coursera/Google (2023)
  • HIPAA Compliance Training – HIPAA Exams (2023)
  • Call Center Customer Service Certificate – Alison (2022)
  • Medical Billing & Coding Certificate – Penn Foster (2021)
  • Data Entry & Records Management – CareerStep (2020)
  • Legal Administration Certification - Coursea

Available Immediately

True

Personal Information

Willing To Relocate: 1

Certification

  • CRM Fundamentals Certification – HubSpot Academy (2024)
  • SaaS Customer Support Specialist – Coursera/Google (2023)
  • HIPAA Compliance Training – HIPAA Exams (2023)
  • Call Center Customer Service Certificate – Alison (2022)
  • Medical Billing & Coding Certificate – Penn Foster (2021)
  • Data Entry & Records Management – CareerStep (2020)
  • Legal Adminstration Certification - Coursea

Timeline

Legal Assistant

Barnes and Wade Legal Group
02.2022 - 07.2024

Retention Specialist & Engagement Leader

DIRECTV
10.2021 - Current

Document Specialist

CDC
04.2021 - 01.2023

Remote Customer Service Representative

Preventice Solutions
08.2020 - 03.2021

Customer Service Representative

Aon Hewitt
08.2019 - 12.2019

Supervisor / Trainer / CSR

Alorica
11.2016 - 05.2019

Sterile Process Certification - undefined

CHCP

Associate of Applied Science - Criminal Justice

Houston Community College

Bachelor of Science -

Texas Southern University

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