JANELLE MAHAFFEY
Lakeland,FL
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings 10-year background maintaining customer satisfaction and contributing to company success. Legal professional with strong skills in writing, organizing and project managing cases related to Personal Injury law. Expertly conducts research, collects witness statements and organizes files. Experienced working with diverse populations to optimize representation.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Litigation Paralegal
Burnetti, PA.
01.2024 - Current
- Managed high-volume caseloads effectively by creating organized systems for tracking deadlines and prioritizing tasks.
- Organized evidence, exhibits, motions, and subpoenas to support cases and prepare for trial.
- Drafted pleadings, motions, and briefs in compliance with court rules, leading to successful outcomes in numerous cases.
- Maintained client satisfaction by providing regular updates on case progress and addressing concerns promptly.
- Completed electronic court filings at state and federal levels.
- Contributed to the development of firm-wide best practices for paralegal work through active participation in team meetings and training sessions.
- Identified critical information within extensive documentation through meticulous attention to detail during document review process.
- Conducted extensive legal research on various topics, enabling senior attorneys to make informed decisions during case strategy development.
Licensing Supervisor
GEICO
07.2023 - 01.2024
- Head of Sales Licensing Vertical, managing licenses for all lines of business in sales and customer service departments
- Acted as liaison between Licensing department and senior leaders across the organization
- Led team in obtaining licensing for new insurance agents, ensuring compliance with regulations.
- Responsible for coaching and driving productivity in order to ensure associate and department success
- Managed projects including license expansion, compliance audits and emergency licenses during natural catastrophe
- Managed licensing renewals and audits, with 100% accuracy and on-time completion.
- Oversaw regulatory changes and updates, providing guidance and support to ensure compliance.
National Co-Chair - PRIDE Employee Resource Group
GEICO
08.2020 - 01.2024
- Managed multiple simultaneous projects, ensuring on-time delivery and high-quality results for all involved parties.
- Cultivated positive workplace culture that fostered collaboration, engagement, and employee satisfaction across all departments in organization, focusing on LGBTQIA+ community.
- Developed and executed ERG strategy and managed budget
- Collaborated with other executive leaders to ensure ERG's success
- Managed partnerships and activations in collaboration with Community Investment
- Assisted Talent Acquisition in diversifying talent pipelines company-wide
- Represented Pride ERG and acted as a liaison between associates and senior leadership to propose company policy changes, host companywide events and build engagement among LGBTQIA associates
- Presented ERG to potential new associates while creating a sense of belonging for LGBTQIA community and allies with an overall goal of promoting a more inclusive work environment
- Worked with associate to create a guidebook for transgender associates who are transitioning in the workplace
Customer Service Supervisor/Training Supervisor
GEICO
01.2019 - 06.2023
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with upper management to address recurring customer concerns, improving overall service quality.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Created engaging training content that catered to diverse learning styles, improving overall knowledge acquisition among employees.
- Led team of up to 15 associates and 4 coaches in contact center
Customer Service Representative
GEICO
02.2015 - 12.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in timely manner.
Paralegal
Pansler Law Firm
11.2012 - 01.2015
- Managed high-volume caseloads effectively by creating organized systems for tracking deadlines and prioritizing tasks.
- Organized evidence, exhibits, motions, and subpoenas to support cases and prepare for trial.
- Drafted pleadings, motions, and briefs in compliance with court rules, leading to successful outcomes in numerous cases.
- Maintained client satisfaction by providing regular updates on case progress and addressing concerns promptly.
- Completed electronic court filings at state and federal levels.
- Contributed to development of firm-wide best practices for paralegal work through active participation in team meetings and training sessions.
- Identified critical information within extensive documentation through meticulous attention to detail during document review process.
- Conducted extensive legal research on various topics, enabling senior attorneys to make informed decisions during case strategy development.
Education
No Degree - Business Administration
Florida Southern College
Lakeland, FL05.2027
Skills
- Change Management
- Clear communicator
- Customer Service
- Problem Solving
- Team management
- Relationship Building
- Diversity & Inclusion
- Legal Research
Certification
- Lean Six Sigma Yellow Belt
- Florida 2-20 Property & Casualty License
Timeline
Litigation Paralegal
Burnetti, PA.
01.2024 - Current
Licensing Supervisor
GEICO
07.2023 - 01.2024
National Co-Chair - PRIDE Employee Resource Group
GEICO
08.2020 - 01.2024
Customer Service Supervisor/Training Supervisor
GEICO
01.2019 - 06.2023
Customer Service Representative
GEICO
02.2015 - 12.2018
Paralegal
Pansler Law Firm
11.2012 - 01.2015
No Degree - Business Administration
Florida Southern College
- Lean Six Sigma Yellow Belt
- Florida 2-20 Property & Casualty License
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