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
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
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
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
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
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
- JavaScript Development, General Assembly - June 2024
- Front-End Web Development, General Assembly - August 2023
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