Juan Pacheco-Mercado
Apopka,FL
Summary
International Studies graduate with a strong academic foundation in global affairs, intelligence, and national security. Backed by over three years of professional experience leading teams and supporting high-volume legal operations. Proven ability to analyze complex information, communicate effectively, and produce structured reports. Passionate about geopolitical developments, global conflict dynamics, and international institutions.
Overview
9
9
years of professional experience
Work History
Client Advocacy Team Lead
Morgan & Morgan, P.A.
04.2022 - Current
- Lead a high-performing team ensuring optimal client support and legal coordination.
- Partner with legal professionals to manage treatment coordination and resolve escalated client concerns.
- Enhance agent performance through coaching, support, and floor mentorship in a fast-paced call center environment.
- Developed data-driven reports through in-depth metric analysis to enhance departmental productivity and performance.
Client Advocate
Morgan & Morgan, P.A.
09.2021 - 04.2022
- Delivered personalized support for clients navigating treatment and legal processes.
- Facilitated communication between clients and legal teams to maintain continuity of care.
- Documented client interactions and treatment timelines to ensure quality assurance.
- Managed a high-volume caseload of 75–100 cases daily, ensuring client compliance with treatment plans and facilitating access to necessary support services.
Intake Specialist
Morgan & Morgan, P.A.
06.2021 - 09.2021
- Conducted initial consultations, scheduled investigator appointments, and obtained retainers.
- Managed sensitive client information with discretion and professionalism.
Customer Service Associate
AMC Theatres
05.2016 - 05.2021
- Delivered high-quality guest service in roles such as cashier, usher, and concessions.
- Supported daily operations and maintained cleanliness and safety standards.
Education
Bachelor of Arts - International & Global Studies, Intelligence and National Security
University of Central Florida
Orlando, FL05.2020
Skills
- Geopolitical Awareness & Global Affairs
- Client Advocacy & Communication
- Report Writing & Research Support
- Strategic Planning & Team Leadership
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Quality Assurance & Problem Solving
- Remote Collaboration & Independent Workflow
Timeline
Client Advocacy Team Lead
Morgan & Morgan, P.A.
04.2022 - Current
Client Advocate
Morgan & Morgan, P.A.
09.2021 - 04.2022
Intake Specialist
Morgan & Morgan, P.A.
06.2021 - 09.2021
Customer Service Associate
AMC Theatres
05.2016 - 05.2021
Bachelor of Arts - International & Global Studies, Intelligence and National Security
University of Central Florida
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