Veronica Hilby
Tacoma,WA
Summary
Detail-oriented professional skilled in researching legal case information and preparing necessary correspondence with strong understanding of legal terminology and processes. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Adept in maintaining confidential records and client information. Pleasantly assists attorneys in preparing for trials and other legal proceedings.
Overview
14
14
years of professional experience
Work History
Trainer
Amazon
04.2021 - 03.2025
- Developed lesson plans, instructional materials and written practice tests for new hire and secondary skill training courses.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Analyzed and evaluated training effectiveness and program outcomes.
- Designed and delivered web-based, self-directed learning materials.
- Trained and mentored more than 100 new personnel hired to fulfill various roles.
- Created, edited, and managed multiple eLearning courses.
- Ensured accessibility of all department materials.
- Created a style guide for the whole Learning and Development organization.
Investigative Specialist
Amazon
08.2018 - 04.2021
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Reviewed, researched, and processed requests for reimbursement from sellers regarding products that have gone missing or were damaged in Amazon's fulfillment centers.
- Reviewed and evaluated requests from approximately 30 associates per day for quality and accuracy and completed any research above the associate's possible reimbursement level.
- Served as subject matter expert regarding missing and damaged investigations and reimbursement re-evaluations.
- Contributed approximately 12 suggestions to the AIS Operational Excellence team, to edit and improve the training materials, to simplify and streamline button code for the ticketing system, and to improve the SOP.
Administrative Assistant
NTT Data/Cantata Health LLC Long Term Care Division
07.2013 - 08.2018
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Developed a repeatable reporting process using SQL and Excel to produce 11 monthly customer service reports and 1 daily report for customer service call tracking.
- Responsible for pulling data and creating 40 invoices for billable services and travel (twice per month) and 80 invoices for hourly projects (once per month) for the account receivables department.
- Responded to customer invoice questions and requests for invoice copies on behalf of billing group.
- Responsible for information retrieval regarding billable services/reports for the billing department in conjunction with external auditors.
- Troubleshot orders and served as a liaison between clients and the suppliers to ensure product quality and accuracy.
Quality Assurance Specialist
TalentWise/Ajilon Staffing
04.2013 - 06.2013
- Researched and reviewed criminal records for a background search company.
- Reviewed an average of 60 criminal records each day against client provided requirements to ensure employment suitability.
- Conducted background research on each record to ensure accuracy, using federal and state databases and other resources.
- Obtained court and Department of Corrections records for inaccurate records, adding corrected material for further review by leads.
Production Assistant/Senior Receptionist
Oxbo Corporation
02.2012 - 02.2013
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel.
- Coordinated the early stages of harvesting machine production for national and international customers.
- Developed mechanical requirements from engineering to produce the initial manufacturing order for harvesting machine production.
- Printed and organized diagrams and stage specific instructions, and custom build paperwork for all orders.
- Collaborated with production team to facilitate smooth operations, avoiding disruptions and delays.
- Ordered and distributed office supplies while adhering to a fixed office budget.
- Received and distributed incoming mail for an office and floor staff of 20 employees.
Paralegal Intern
North Cascades Legal
06.2011 - 08.2011
- Produced approximately 15 legal documents such as briefs, pleadings and appeals under the supervision of an attorney.
- Prepared for trials by conducting legal research and drafting pleadings and appeals.
- Researched and analyzed legal issues and cases to provide accurate advice to clients.
- Filed documents with the county courts on behalf of the attorney.
- Assisted counsel in preparing answers, providing documentation and information for discovery requests.
Education
Certificate in Paralegal Studies - Estate Planning and Probate, Family Law, Law Office Administration
Skagit Valley College
Mount Vernon, WA08.2011
Bachelor of Arts - Political Science, Environmental Policy
Western Washington University
Bellingham, WA12.2010
Skills
- Presentations and demonstrations
- Database research
- Office administration
- Proficient in Microsoft Office
- File and records management
- Materials preparation
- Research and data collection
- Legal research skills
- Administrative support
- Legal writing
- Proofreading
Timeline
Trainer
Amazon
04.2021 - 03.2025
Investigative Specialist
Amazon
08.2018 - 04.2021
Administrative Assistant
NTT Data/Cantata Health LLC Long Term Care Division
07.2013 - 08.2018
Quality Assurance Specialist
TalentWise/Ajilon Staffing
04.2013 - 06.2013
Production Assistant/Senior Receptionist
Oxbo Corporation
02.2012 - 02.2013
Paralegal Intern
North Cascades Legal
06.2011 - 08.2011
Bachelor of Arts - Political Science, Environmental Policy
Western Washington University
Certificate in Paralegal Studies - Estate Planning and Probate, Family Law, Law Office Administration
Skagit Valley College
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