Jovana Reyes
Lake Elsinore,CA
Summary
Versatile coordinator with background successfully executing diverse project tasks to meet deadlines. Highly skilled at communicating with colleagues, monitoring status and achieving key milestones. Enthusiastic problem solver and talented team player with superior planning and decision-making skills.
Overview
10
10
years of professional experience
Work History
Litigation Support Manager
Network Deposition Services
07.2021 - Current
- Input requests received for court reporters/ videographers/ interpreters and any other litigation requirements to assist a law firms across the nation with legal proceedings.
- Maintain emails with courteous and prompt replies related to litigation requests.
- Acted as first point of contact and set appointments for prospective clients.
- Provide confirmations for all clients on calendar the day prior by email and/or phone calls.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Provide clients with support for production and billing related items pertaining to their account.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Collaborate with other teams to identify and resolve customer issues quickly and professionally.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Calendar Coordinator
Centext Litigation Services
05.2017 - 07.2021
- Schedule reporters, reserve conference rooms, interpreters, videographers, remote depositions, hybrid depositions, client services, and client relations
- Answer phone calls and questions from potential customers.
- Handled complaints and questions, and re-directed calls to other team members.
- Acted as first point of contact and set appointments for prospective clients.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
- Entered daily data in computer systems and documented office activities.
- Self-motivated and able to meet deadlines, while under pressure
- Entrusted to deal with complex matters to ensure client’s needs are met
- Able to start the day prioritizing the needs of the department and my own workload to fill in where needed
- I understand the complexity of litigation and feel confident in the skillset I have acquired throughout my years working in court reporting
- Handle client inquiries pertaining to transcripts, audio/video file transcription requests
- Confirmations for over 60 jobs on calendar for the following day
- Handle inbox with an influx of over 200 emails per day
Calendar Team Lead/Video Liaison
Personal Court Reporters
07.2013 - 05.2017
- Team Lead to oversee the work of five individuals, ensuring protocols are being met, to maintain accuracy and efficiency.
- Report to upper management regarding any crucial information regarding customers.
- Schedule services requested, such as reporter, conference room, videographers, interpreters, and video conferencing
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Provided new employee training/guidance
- Handle heavy call/email volume.
- Assign videographers for depositions in cities requested for legal proceedings.
Education
Bachelor's of Science - Criminal Justice, Business Management
University of Phoenix
Woodland Hills, Ca05.2016
Skills
- Professional Networking
- Customer Service
- Verbal and Written Communication
- Quality Assurance
- Clerical Support
- Coordination
- Court Procedures
- Reading Comprehension
- Active Listening
- Microsoft Office
- Critical Thinking
Languages
Spanish
Native or Bilingual
Timeline
Litigation Support Manager
Network Deposition Services
07.2021 - Current
Calendar Coordinator
Centext Litigation Services
05.2017 - 07.2021
Calendar Team Lead/Video Liaison
Personal Court Reporters
07.2013 - 05.2017
Bachelor's of Science - Criminal Justice, Business Management
University of Phoenix
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