Kimberly Maldonado-Bonilla

• As Intake Manager at a fast-paced personal injury law firm, I oversee the full intake lifecycle, from first contact to case qualification and onboarding, ensuring every potential client receives prompt, professional, and compassionate attention. I manage all incoming leads across multiple channels, evaluate case viability based on firm criteria, and coordinate follow-ups, referrals, and attorney assignments. I’m the primary point of contact for all Spanish-speaking clients, handling their cases personally to bridge communication gaps and build trust. In my role, I developed a comprehensive Excel database to streamline medical referrals by organizing providers by location, specialty, insurance acceptance (including PIP), and whether they honor letters of protection. I also created and refined our intake questionnaire to better align with case selection standards and improve case quality. Beyond client-facing duties, I lead a team of intake specialists, training, mentoring, and evaluating staff while implementing incentive programs to boost performance. I produce detailed weekly and monthly reports on signed cases, lost leads, and conversion trends, while working closely with attorneys, marketing, and HR to optimize intake flow, improve interdepartmental communication, and ensure our systems stay efficient and client-focused.

At Esquire Deposition Solutions, I managed a high volume of inbound calls from law firms nationwide, serving as the primary point of contact for time-sensitive deposition service requests. I coordinated a variety of services, including remote and in-person court reporters, interpreters, and audio/video support, ensuring each request was scheduled accurately and confirmed promptly. My role required constant attention to detail and rapid problem-solving, often providing real-time support for urgent issues like failed Zoom links, delayed arrivals, or no-show providers. I regularly de-escalated client concerns with professionalism and empathy, followed up to gather feedback, and flagged service gaps to internal teams for review. Acting as a liaison between clients and various Esquire departments, I helped ensure every deposition ran smoothly and exceeded client expectations.

At Toyota and Lexus Financial Services, I assisted clients facing potential vehicle repossession by analyzing their financial concerns and working toward practical solutions to bring accounts current. Handled high-volume inbound and outbound calls in a fast-paced environment, working account files back-to-back with urgency and accuracy. Regularly met or exceeded company goals and quotas for account resolutions. Obtained and processed payment methods, charged accounts, and ensured all communications were properly documented. Maintained strict confidentiality when handling sensitive financial information, including bank account details and personal data, while providing empathetic, customer-focused service.

• Made it a priority to give my best customer service which helped front desk scores to increase. Contributed ideas & set goals for the front desk to gain IHG rewards sign ups & met our quarterly goal. Check guests in/out. Collect different methods of payment and billing information.

• Promoted from Guest Service Representative to Front Office Manager at a high-traffic Holiday Inn, where I oversaw day-to-day front desk operations and ensured a consistently professional, welcoming guest experience. Managed staff scheduling to align with occupancy forecasts, ensuring optimal coverage during peak periods while monitoring labor costs and supply budgets. Handled guest complaints, special requests, and on-the-spot problem-solving with a calm, solutions-oriented approach. Worked closely with the Sales Director to sell rooms and book large room blocks for weddings, sports teams, and corporate events, helping to maximize occupancy and revenue. Trained and supervised team members across multiple departments, fostering collaboration and maintaining brand standards. Served as the on-call point of contact for all after-hours emergencies, responding to situations swiftly and effectively to protect guest satisfaction and hotel operations.

Welcomed guests as the first point of contact, creating a warm and inviting atmosphere upon entry. Managed reservations, maintained accurate waitlists, and organized server charts to ensure balanced seating and smooth table turnover. Provided directions and answered guest inquiries to enhance their overall dining experience, while supporting front-of-house operations with clear communication and attention to detail.