Erin Doot

• Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
• Handled office scheduling of depositions, independent medical evaluations and vocational assessments.
• Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
• Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
• Managed high-volume workload while maintaining strict attention to detail.
• Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
• Delivered exceptional service to clients by assisting them with routine needs like obtaining copies of pertinent records or directing them to appropriate resources when needed.
• Assisted with trial preparation, including creation of exhibits, compilation of witness lists, and organization of evidence materials.
• Improved client satisfaction with prompt and effective communication regarding case updates and inquiries.
• Communicated pertinent information to clients via phone, email, and mail.

• Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
• Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
• Managed high-volume workload while maintaining strict attention to detail on every task such as drafting pleadings.
• Took dictation to communicate case updates to clients and opposing attorneys.
• 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.
• Delivered exceptional service to clients by assisting them with routine needs like obtaining copies of pertinent records or directing them to appropriate resources when needed.
• Reduced errors in court filings by meticulously proofreading documents for accuracy before submission.
• Contributed to client retention by delivering exceptional support services and maintaining high levels of satisfaction.
• Wrote and filed pleadings with circuit court on schedule to maximize case success.
• Reviewed, edited and proofread litigation for proper grammar, spelling and punctuation.
• Contacted clients to schedule appointments and discuss progress of cases.

• Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
• Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
• Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
• Took dictation to communicate case updates to opposing attorneys.

Managed 24/7 Call Center with a team of 18 Customer Service Representatives (CSR) responsible for responding to an average of 1,300+ calls per day from customer across the United States.

Tracking CSR performance and conducting training with team members to ensure up-to-date information and quality service was provided to customers.

investigated complaints and corrected errors, following customer and company procedures.

Ensured quality by establishing procedures and maintaining existing procedures.

Collaborated with Depot Repair, Field Service department and parts department to deploy technicians to customer sites.

Evaluated performance for merit rate increases for staff. Initiated disciplinary actions concerning team members, i.e., verbal warnings, records of discussion and formal disciplinary documentation when necessary.

Set up and managed the Expert on Call helpdesk to troubleshoot image capture equipment for the banking industry. The team assisted customer over the phone to resolve customer repairable issues with equipment and return customers to operations with little to no down time. Maintained first call phone fix rate of 35%.

Increased staffing from 4 to 21 analysts as the responsibilities of the Call Center grew with the company.

Transitioned all Call Center technology from Unisys platform to Burroughs platform following acquisition over a two year period working closely with the IT department.

Assumed additional responsibility by expanding the department from 8am to 8pm M-F Call Center to 24/7 Call Center resulting in enhanced customer service.

Dispatched service technicians to customer that required service to equipment anywhere from a 2 hour response to next business day service.

Managed and maintained ATM security lock system. Dispatched secure combinations for field technicians to service equipment.

Utilized report metrics provided by the phone data and other reporting tools to track call trends and maintain accurate staffing levels to upper management.

• Provide desktop support to customers at assigned locations including Visteon, Ford Motor Company and Detroit Public Schools
• Maintain the PC's for the engineering department for approximately 1500 end users including software support, hardware support and network support.
• Maintained PC's and printers for plant and administrative staff. Maintained radio communication within their own teams.
• Served as Team Leader for the helpdesk to assist the Detroit Public Schools with the PC's throughout the school district. Team assisted teachers and administration with PC problems both over the phone and remotely logging into the desktop using remote desktop software.
• Assisted with the administration of the HEAT service call ticketing system