Jan-Michael Phillips
Professional Legal And Virtual Assistant | Strong Background In Legal
Mandeville
Summary
Highly skilled and dedicated Legal and Virtual Assistant with over three years of experience in both legal and administrative support roles. Adept at managing personal injury cases, legal document drafting, case management, and providing exceptional client communication. Proven ability to assist with insurance claims, medical record coordination, and handling complex documentation processes. Additionally, experienced in remote work environments, including managing appointments, invoicing, and customer support. Known for exceptional organizational skills, attention to detail, and the ability to prioritize tasks to meet deadlines. Demonstrated success in improving operational efficiency while maintaining client satisfaction in fast-paced settings.
Overview
6
6
years of professional experience
31
31
years of post-secondary education
Work History
Customer Service & Booking Coordinator
Optimate - Elevated Mountain Rentals -Air BNB
04.2024 - 02.2025
- Managed client inquiries and responded to FAQs via the Airbnb app, ensuring prompt and professional communication.
- Updated Google Spreadsheets monthly with booking details, including reservation codes, dates, duration of stay, and costs.
- Provided reservation codes and assisted guests with booking-related issues to enhance their stay experience.
Live Chat Operator - Inbound Call Handler
The Call Business - Sensopart BRÜEL & KJÆR VIBRO
01.2023 - 12.2024
- Monitored live chat and handled inbound calls, providing prompt customer support and sales intake.
- Assisted clients with website troubleshooting, responding to FAQs and resolving common technical issues.
- Facilitated access to technical data sheets and forwarded complex inquiries to the appropriate technical support teams.
Legal Assistant
770 GoodLaw H.Q Alex Nguyen and Associates
05.2022 - 10.2024
- Managed personal injury cases from intake to settlement, ensuring efficient case progression.
- Filed insurance claims and notified health insurance providers of ongoing cases.
- Obtained and reviewed patients' medical records and bills to support claims.
- Drafted legal documents, including demands to insurance and medical providers.
- Negotiated hospital and health insurance liens, as well as subrogation claims, to maximize client settlements.
- Requested police records, body cam footage, and incident videos via open records requests and spoilation letters.
- Communicated with clients, medical providers, and insurance companies to facilitate treatment and case resolution.
- Scheduled appointments and followed up on document requests via calls and emails.
- Prepared case disbursement outlines and explained settlements to clients.
Spa Coordinator & Administrative Support
Tality Spa
10.2022 - 08.2023
- Managed client appointment bookings via email and text, ensuring smooth scheduling and communication.
- Responded to daily emails and messages, addressing FAQs and assisting with account troubleshooting, including password resets, coupon application, refunds, cancellations, and subscriptions.
- Handled invoice management by following up with vendors for overdue invoices, reprinting invoices, and ensuring timely payment or scheduling of late invoices.
- Managed the spa calendar to avoid scheduling conflicts, refilling spots that were cancelled to optimize bookings.
Client Services and Administrative Support
Wafula Law
04.2021 - 09.2022
- Provided general customer service to new and existing clients, scheduling consultations with the attorney and explaining processes like VAWA and immigration.
- Managed social media accounts (Instagram, Facebook), handling direct messages and emails.
- Processed payments for consultations and assisted with billing inquiries.
- Followed up with cold leads to re-engage and book appointments.
- Forwarded client queries to the relevant department for further action.
- Updated tasks and tracked progress in Monday.com to ensure timely completion of responsibilities.
Call Center Representative - AT&T Telecomm
Sutherland Global
08.2019 - 01.2021
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Answered up to 40 incoming calls daily, providing exceptional customer service and account support.
- Updated CRM with customer information, ensuring accurate records of changes discussed during calls.
- Assisted clients with account modifications, product knowledge, and troubleshooting issues.
- Specialized in retention, offering discounts and upselling products to maintain customer loyalty.
- Provided device sales support for mobile phones, watches, and tablets.
- Offered account support for Direct TV, internet services, and Amazon customer inquiries.
Education
Mathematics Lv.3 - CSEC
Institute Of Academic Excellence
08.2014 - 07.2015
Integrated Science Lv.3 - CSEC
Bellefield High School
08.2007 - 07.2012
Information Technology Lv.3 - CSEC
Institute Of Academic Excellence
08.2007 - 07.2012
Principles of Business Lv.3 - CSEC
Bellefield High School
08.2007 - 07.2012
English Lv.2 - CSEC
Bellefield High School
08.2007 - 07.2012
Electronic Document Preparation Management Lv.1 - CSEC
Bellefield High School
08.2007 - 07.2012
Office Administration Lv. 1 - CSEC
Bellefield High School
08.2007 - 07.2012
Skills
Problem-solving
MS office
Data entry
Adaptability and flexibility
Multitasking and organization
Personal Information
Date of Birth: 08/31/95
Timeline
Customer Service & Booking Coordinator
Optimate - Elevated Mountain Rentals -Air BNB
04.2024 - 02.2025
Live Chat Operator - Inbound Call Handler
The Call Business - Sensopart BRÜEL & KJÆR VIBRO
01.2023 - 12.2024
Spa Coordinator & Administrative Support
Tality Spa
10.2022 - 08.2023
Legal Assistant
770 GoodLaw H.Q Alex Nguyen and Associates
05.2022 - 10.2024
Client Services and Administrative Support
Wafula Law
04.2021 - 09.2022
Call Center Representative - AT&T Telecomm
Sutherland Global
08.2019 - 01.2021
Mathematics Lv.3 - CSEC
Institute Of Academic Excellence
08.2014 - 07.2015
Integrated Science Lv.3 - CSEC
Bellefield High School
08.2007 - 07.2012
Information Technology Lv.3 - CSEC
Institute Of Academic Excellence
08.2007 - 07.2012
Principles of Business Lv.3 - CSEC
Bellefield High School
08.2007 - 07.2012
English Lv.2 - CSEC
Bellefield High School
08.2007 - 07.2012
Electronic Document Preparation Management Lv.1 - CSEC
Bellefield High School
08.2007 - 07.2012
Office Administration Lv. 1 - CSEC
Bellefield High School
08.2007 - 07.2012
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