Lauren Roberts
Little Rock,Arkansas
Summary
Experienced customer service representative with a focus on effective communication, both written and verbal. Skilled in active listening, problem analysis, and solution solving. Committed to enhancing customer experiences through service-oriented behaviors. Recognizes the importance of understanding customer desires and providing tailored solutions to foster loyalty.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Case Manager
Rainwater, Holt & Sexton Law Firm
Little Rock, AR
07.2022 - Current
- Improve communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly via phone, email, and text.
- Retain valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
- Maintain strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Use Salesforce (CRM) to manage personal injury claims and track client treatment plans, legal actions, and schedules.
- Perform data entry tasks to accurately and efficiently enter and update client and third-party information, case activity, and schedules.
- Monitor ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
Legal Assistant
James Law Firm
Little Rock
02.2021 - 06.2022
- Managed the intake process for new clients for the largest Criminal Defense firm in the state of Arkansas.
- Collaborated with attorneys and support staff, proactively anticipating their needs in order to collectively provide better support to our clients and the firm
- Managed high-volume workload while maintaining strict attention to detail on every task such as drafting motions or scheduling court dates accurately.
- Responsible for drafting and sending all court date notifications for clients and significantly lowered the return rate of outgoing mail while in this position
Behavioral Instructor
Methodist Behavioral Hospital
Maumelle
08.2020 - 05.2021
- Taught patients a curriculum in social, self-help, independent living, and academic areas and provided moral, spiritual, and physical training and guidance to the patients
- Implemented an individualized behavior plan of care for each patient as designated by his/her treatment plan
- Provided or coordinated academic assistance to patients and worked closely with the education instructor/teacher
- Assisted in behavioral assessment and treatment planning
- Provided crisis intervention as needed.
Digital Media & Administrative Manager
Blue Sky Auto Body & Paint
Little Rock
02.2019 - 03.2020
- Coordinated client appointments in congruence with the owner's schedule and generated all written/verbal communications
- Effectively organized, managed, tracked and completed multiple detailed tasks and assignments with frequently changing priorities and deadlines in a fast-paced work environment
- Managed all business social media accounts, optimized exposure using SEO techniques, while creating effective content to increase brand awareness.
Certified Pharmacy Technician
Kroger
Hot Springs
09.2014 - 03.2019
- Maintained close attention to detail and anticipated potential needs to help facilitate efficient workflow for all team members
- Trained and led incoming technicians on company policies, pharmacy standards, and HIPAA compliance
- Worked with third party insurance companies and doctors to fulfill insurance claims on a daily basis
- Performed well under pressure and faced challenges head on in a high-volume, fast-paced work environment.
Education
Bachelor of Arts in Public Relations - Communications
University of Central Arkansas
12.2012
Skills
- Attention to Detail
- Problem-Solving
- Positive Attitude
- Care Coordination
- Adaptability
- Growth Mindset
- Empathy
- Curiosity
- Organization and Multitasking
- Interpersonal Communications
- Time Management
- Proficient in Technology
- Remote Work Proficiency
Certification
- JavaScript Development, General Assembly - June 2024
- Front-End Web Development, General Assembly - August 2023
Timeline
Case Manager
Rainwater, Holt & Sexton Law Firm
07.2022 - Current
Legal Assistant
James Law Firm
02.2021 - 06.2022
Behavioral Instructor
Methodist Behavioral Hospital
08.2020 - 05.2021
Digital Media & Administrative Manager
Blue Sky Auto Body & Paint
02.2019 - 03.2020
Certified Pharmacy Technician
Kroger
09.2014 - 03.2019
Bachelor of Arts in Public Relations - Communications
University of Central Arkansas