Mariela Vazquez

In my current role, I am responsible for enhancing operational efficiency and ensuring compliance by meticulously reviewing new business intakes for accuracy and adherence to firm policies. This includes verifying terms of engagement, addressing conflict reports, and maintaining comprehensive client/matter records.

• Reviewing new business intakes for accuracy, completeness, adherence to firm policies and business requirements, and ensuring that intakes accurately reflect written terms of engagement with clients.
• Reviewing notes on conflict reports and workflows to verify that all potential conflicts have been addressed or waived prior to client/matter number assignment.
• Assigning client/matter numbers and declining or canceling intakes, as necessary.
• Processing docketing requests utilizing the firm's docketing software.
• Overseeing collection of required engagement and waiver documentation, and monitoring attachments to intakes and client/matters in the firm's document management system.
• Editing, updating, and maintaining all client/matter records in all Intake and Information Governance department databases.
• Verifying and researching the requested changes to ensure accuracy.
• Monitoring and responding to emails sent to the Intake and Information Governance distribution list email address, as well as other department email communications, with accurate information in a timely manner.
• Providing backup and overflow coverage for Conflicts Analyst and Information Governance Specialist, and performing various administrative tasks in support of the Intake and Information Governance Department.
• Training new and existing employees on departmental processes and systems, including technical training.
• Assisting with special projects and handling any other duties, as assigned.

In this bilingual Client Experience Specialist role, I promote customer satisfaction and increased business performance by providing technical sales support to clients for North America.

• Customer call center operations and inside sales functions to optimize customer satisfaction and enhance profitable growth throughout our customer management activities for revenue generation through the sales cycle
• Account analysis, research and audits, data entry and coordination of over 50+ accounts daily
• Consistently in top 2 employees in department for revenue generation exceeding 110% of target
• Duties include proactive client outreach, technical product support on the medical device catalogue and account analysis
• Completed laryngectomy product training and seminars quarterly to understand customer needs and provide real, effective solutions
• Nurtured existing relationships with longtime customers while exploring opportunities to develop partnerships with prospects and leads
• Followed up on sales leads by completing 40+ outbound calls daily and placing orders daily averaging $150,000 in revenue monthly
• Took special orders in person and over the telephone, generating additional revenue every month.
• Verified customer information for return items, including name, address and phone number.
• Trained new employees on return processes and related tasks.
• Advised customers on return policies and procedures as needed.

As a customer service representative, I was responsible for appropriately charging payments for the goods rendered by Menards Inc.

• I also answered personal inquiries from customers related to home improvement items and made recommendations for products and other alternatives
• I serviced the Returns and Exchanges Department and ensured customer satisfaction while complying with the corporate protocol
• Addressing customer complaints and resolving the issues presented
• Operated cash register or POS system to receive payment by cash, check, and credit card
• Trained new hires in the areas of cashiering, returns, policies, and procedures
• Completed daily recovery tasks to keep areas clean and neat for maximum productivity
• Trained new team members in cash register operation, stock procedures and customer services
• Learned roles of other departments to provide coverage and keep store operational
• Directed trash removal and sanitation procedures to keep aisles and register area organized
• Tracked company inventories, moved excess stock, and arranged products to improve sales.

In this bilingual Customer Service Representative role, I supported the business by providing bilingual customer service for North America.

• This consists of managing inbound and outbound calls, order entry, technical product support, account audits, problem resolution, coordination of order process flow, and customer file maintenance.
• Customer calls range from patients looking to place an order to physicians with technical questions about a niche portfolio of medical devices for the head and neck cancer patient population (laryngectomees)
• Handled 100% of Spanish-speaking client calls to quickly get to and resolve the root of each issue.
• Leveraged multilingual skills to review, record, and organize written data from a variety of sources.
• The total volume per individual representative is up to 50-75+ inbound calls per 8-hour shift focusing on problem resolution as a metric
• Follow up with customers is completed via email and outbound calls
• Manage the customer inquiries in the central customer service inbox in a queue of approximately 200 emails weekly
• Audited customer account information to identify issues and develop solutions
• Trained and supervised new employees to promote overall team productivity and consistent service
• Met and communicated with vendors to monitor product shipments, prices and backorders.