Monique Smith

• State Bar of MI assistant liaison for Public Outreach & Education
• Trained and mentored call center representatives and improved efficiency of operations
• Monitored and analyzed LRS programs, implementing data-driven strategies to optimize performance and productivity
• Collaborated with manager to administer tasks and delegate duties crucial to LRS operations and SBM committee work
• Spearheaded development of comprehensive Call Center Procedures Manual
• Utilized data analytics and engaged major stakeholders to drive program growth and achieve strategic goals
• Fostered culture of collaboration among programs and enhanced all program initiatives

Key Highlights:

• Developed and implemented Lawyer Referral Service (LRS) procedures, along with overseeing maintenance and seamless operations of LRS, including Modest Means and Limited Scope programs; Enhanced growth of program within two years
• Streamlined key operations, including quality assurance and communications, ultimately boosting productivity by 30%
• Generated and delivered comprehensive reports for Lawyer Referral Service & Modest Means Programs to maintain data integrity and support strategic initiatives
• Reduced refunds and streamlined processes by envisioning, devising, and implementing centralized tracking system within Teams software, for financial data escalations
• Engaged proactively with attorney members to ensure compliance with rules and report requirements of LRS, including referral status and fees
• Facilitated smooth transition to remote work by conducting research and deploying new LRS Call Center processes
• Resolved recurring issues, both internally and externally, through troubleshooting and implementing effective solutions
• Compiled, interpreted, and analyzed LRS data to assess program statistics, conduct research, and support program development for sustainable growth
• Communicated with clients and service providers to provide updates on work progress.
• Resolved customer complaints and issues to drive satisfaction and loyalty.

• Announced ads, song switches and breaking news segments for radio broadcasts.
• Attended promotional events to create station awareness and build listener reach.
• Recorded and edited high-quality interviews and audio clips for broadcast.
• Found, researched, fact-checked and wrote scripts for relevant topics in local news.
• Developed engaging content for listeners and guests, including competitions, interviews and phone-ins.

• Conducted accurate data entry and provided invaluable general office support to the Michigan Department of Environmental Quality
• Revised procedures document to accommodate necessary changes and enhance consistency within the program

Key Highlights:

• Played pivotal role in implementation of pilot program by diligently supporting development of essential program documents
• Maintained high level of quality assurance for pilot program by leveraging strong communication skills
• Educated and coached incoming temporary staff, seamlessly onboarding and integration into the position.

• Facilitated Neighbor Program Liaison and forged strong relationships with community organizations
• Interpreted and comprehended requirements of each organization/family, providing with appropriate referrals to relevant persons/agencies
• Compiled and evaluated crucial data to project program statistics and deliver valuable insights for program improvement
• Formulated applications and databases for Helping Neighbors and HEA Programs, subsequently improving operational efficiency and data management

Key Highlights:

• Executed project within the Helping Neighbors Program, aimed at serving as model for future contracts
• Provided exceptional customer service by promptly responding to inquiries and retrieving relevant information from electronic files
• Trained 40% of outreach team in customer service, organizational software, and tools
• Conducted thorough research on client eligibility and program compatibility along with maintaining meticulous records of client visits to improve client interactions.

• Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
• Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
• Managed customer service effectiveness by monitoring performance and assessing metrics.
• Coordinated customer service team projects, achieving successful on-time completion.