DONNA MARISSA GONZALEZ SAUZAMEDA
Palm Desert,CA
Summary
I have eight years of experience in customer service. After working in retail for several years, I transitioned to an office setting in 2020. At my previous employer, I started as a customer service representative before being promoted to a conflict clerk. At my current employer, I provide high quality support for attorney's, paralegal's, and case manger's in a fast passed environment as a document specialist. I am dedicated, hardworking, and committed to being a dependable and valuable team member.
Overview
8
8
years of professional experience
Work History
Document Specialist
Walter Clark Legal Group
01.2024 - Current
- Managed high volumes of documents efficiently, prioritizing tasks according to deadlines and project requirements.
- Prepared digital files, physical documents and work requests in compliance with company guidelines.
- Built and updated diverse documents, charts, tables and mail merges using various programs.
- Managed file archival and information retrievals.
- Assisted in the development of training materials for new hires, promoting consistency and efficiency across the Document Specialist team.
- Demonstrated adaptability in meeting evolving business needs, quickly mastering new software tools and platforms as needed.
- Facilitated seamless communication between departments by acting as a liaison for document-related inquiries and requests.
- Ensured compliance with company policies and industry standards, maintaining meticulous attention to detail in all document-related tasks.
- Manipulated and converted documents to meet needs of individual personnel or projects.
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
- Delivered exceptional customer service by addressing inquiries and resolving issues related to document management in a timely manner.
- Expedited project completion times by proactively identifying bottlenecks in document processing workflows and proposing solutions.
- Covered Front Desk breaks, lunches and intake department meetings as well as department lunches/breaks
- Printed and highlighted a calendar of Mr. Clark's meetings and events along with birthdays and anniversaries - once done it was placed on his desk along with his mail for the day.
- Processed client drops-offs - any documents that clients dropped off were scanned into Smart Advocate and handed to paralegal's or attorneys if necessary
- Processed all emails from Document Department inbox - moved over all documents to Smart Advocate or forwarded email to Case Manager and Assistant Case Manager, emails pertaining to medical records were forwarded to that deptartment, mailed out necessary documents like government claims
- Client translating - translations including: short calls, assisting in discovery process, depositions, and mediations
- Shredded 90 day banker boxes
- Supply inventory - turning in food and supply order in a timely manner
- Reloaded stamp machine
- Cleaned Kitchen – cleared off counter tops, closed open food containers, and put dishes away.
- Cleared fridge out - sent office-wide email that fridge will be cleared out and removed all old food.
- Restocked big printers.
- Restocked mini fridges, snacks, candy, and kitchen
- Conference rooms walk through.
- Cleared boxes from hallway - any empty boxes that come in and are no longer needed should be taken to trash bin
- Weekly Walmart trip to purchase supplies.
- Shred 90-day authorization folder
- Shred 90-day R&B banker boxes
- File room/Department area - organizing and maintaining file room
- Processed “How are we doing” Survey.
- Processed physical mail – sorting (pleadings- discovery- liens- incoming), scanning and uploading
- Process all emails from “info”- move over all documents to SA or forward email to CM/ACM.
- Process all incoming faxes - move over all incoming faxes to correct client, expect for medical records dept R&B/invoices
- RUSH assignments – Assisting in trial prep, discovery shells, last minuet driving tasks
- Process return mail
- Taking mail to post office - everyday at 4:45 PM.
- Pick up/drop off from facilities.
Customer Service Representative, Conflict Clerk
Davis Miles McGuire Gardner, PLLC
10.2020 - 10.2023
- Customer Service Rep: -Answered inbound calls for the duration of an 8-hour shift -Worked down members/legal issues -Gathered a short description of the issue, opposing parties involved, and any deadlines involved -Verified phone number/email -Sent emails to attorneys if needed for callback -Made sure files were under the correct status -Gave members appropriate instructions for sending in documents -Provided excellent customer service for all issues
- Conflict Clerk: -Input member information into pro-law (create contact card when needed) -Verify all contact and address info is correct in pro-law and update when needed -Run member name and opposing parties involved through multiple screens for a conflict check -Be on the lookout for anything that might cause a conflict of interest, recent or old (attention to detail) -Escalate to management if further instruction/expertise is needed -Call members if their file turned out to be a conflict of interest to let them know they would be referred out -Follow conflict speech as expected and be able to de-escalate the situation if a member becomes upset -Be on top of referrals and phone appointments that need to be conflict-checked promptly
Merchandising, Customer Service
Groove Silver
09.2019 - 09.2020
- Organized merchandise -Provided great customer service -Processed and packed online orders -Provided great customer service on the phone: Helping customers put in orders over the phone and helping our other stores with their online orders
Customer Service
Nordstrom Rack
10.2017 - 08.2019
- Cashier -Talked to customers over the phone -Merchandising -Consistently exceeded customer expectations by providing exceptional service and creating a memorable shopping experience -Collaborated with team members to ensure efficient store operations and a positive work environment -Creating a positive and friendly atmosphere for customers by greeting them with a smile and engaging in polite conversation -Assist in training new team members on customer service standards and procedures -Identify and resolve customer complaints or issues in a timely and satisfactory manner
Admissions
Big Surf Water Park
04.2016 - 05.2017
- Customer service at the front gates -Checked bags -Answered customers' questions on season membership details -Computer work
Education
Bachelor of Science - Criminology and Criminal Justice
Arizona State University
06.2024
Associate Degree - Criminology
Mesa Community College
05.2020
High School Diploma -
Mountain View High School
05.2017
Skills
- Customer Relationship Management
- Communication Skills
- Data Entry
- Microsoft Office (Word, Outlook, Excel)
- Interpersonal Skills
- Critical thinking and problem solving
- Legal Research
- Ability to work Under Pressure
- Fast Learner
- Ability to Multitask
- Self-motivation
- Time Management
- Active Listening
- Adaptability
- Teamwork
- Conflict Resolution
- Merchandising
- Recordkeeping skills
Volunteer Experience
Feed My Starving Children, Mesa
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Document Specialist
Walter Clark Legal Group
01.2024 - Current
Customer Service Representative, Conflict Clerk
Davis Miles McGuire Gardner, PLLC
10.2020 - 10.2023
Merchandising, Customer Service
Groove Silver
09.2019 - 09.2020
Customer Service
Nordstrom Rack
10.2017 - 08.2019
Admissions
Big Surf Water Park
04.2016 - 05.2017
Bachelor of Science - Criminology and Criminal Justice
Arizona State University
Associate Degree - Criminology
Mesa Community College
High School Diploma -
Mountain View High School
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