Guadalupe Guerrero
Indianapolis,IN
Summary
Driven by results, I leveraged my fast learning ability and exceptional telephone etiquette at Gresk & Singleton, PC, enhancing client satisfaction and streamlining case management. My expertise in Microsoft Office and document preparation significantly contributed to the efficient resolution of legal matters, reflecting a strong blend of hard and soft skills.
Overview
6
6
years of professional experience
Work History
Legal Assistant
Gresk & Singleton, PC
08.2021 - 08.2023
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- 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.
- Facilitated timely resolution of legal matters by preparing and organizing essential documents.
- 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.
- Handled billing tasks efficiently and accurately, ensuring smooth financial operations for the legal team.
- Improved client satisfaction with prompt and effective communication regarding case updates and inquiries.
Account Maanger
CNAC Financing
03.2020 - 12.2020
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Managed a monthly AR from. new accounts to aging accounts, past 60 days delinquent in process of Repossession.
- Initiated Skip-trace on majority of aging accounts.
Single Point of Contact
Freedom Mortgage
02.2019 - 03.2020
- Interpreted documentation to Spanish speaking customer regarding their forbearance status.
- Translated Spanish documentation for underwriter's review.
- Processed payments in full
- Helped customers through the loss mitigation process to avoid foreclosure of their home.
- Advised necessary documents requested from the underwriting team to avoid foreclosure and offer an extension, some cases we could offer refinancing depending on past payments.
- High-call volume, ranged from 80-140, 160 depending on how busy the day was and if mandatory overtime was needed
Assistant Manager
Rehab Medical, INC
06.2018 - 01.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Processed credit card payments, check by phone payments under Brightree.
- Offered Caresourse to customers in need of assistance to pay for their DME, enrolled them if approved.
Customer Service Representative/ Collections
Rehab Medical, INC
07.2017 - 06.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associate of Applied Science - Financing
Ivy Tech Community College
Indianapolis, IN05.2026
High School Diploma -
Perry Meridian High School
Indianapolis, Indiana05.2012
Skills
Fast Learner
Scheduling/Planning
Microsoft Office
File Organization
Calendar Management
Client Communication
Administrative Support
Document Preparation
Legal Document Preparation
Document filing
Exceptional telephone etiquette
Correspondence
Languages
Spanish
Full Professional
English
Full Professional
Software
Brighter
Microsoft Office
PowerPoint
Spreadsheets
Serenade
IMMPRO
Outlook
Excel
Timeline
Legal Assistant
Gresk & Singleton, PC
08.2021 - 08.2023
Account Maanger
CNAC Financing
03.2020 - 12.2020
Single Point of Contact
Freedom Mortgage
02.2019 - 03.2020
Assistant Manager
Rehab Medical, INC
06.2018 - 01.2019
Customer Service Representative/ Collections
Rehab Medical, INC
07.2017 - 06.2018
Associate of Applied Science - Financing
Ivy Tech Community College
High School Diploma -
Perry Meridian High School
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