Maureen Henderson
Client Care Coordinator | Leadership‑Aligned Professional Summary
As a Client Care Coordinator, I play a critical role in sustaining client continuity, operational stability, and service quality across the organization.
I bring a proven ability to manage complex client needs, communicate clearly in high‑pressure situations, and resolve issues swiftly to prevent service disruption. My work directly supports compliance, client satisfaction, and the smooth functioning of cross‑departmental workflows.
I consistently demonstrate high reliability, strong judgment, and exceptional organizational discipline — managing multiple priorities while maintaining accuracy and attention to detail.
My adaptability and broad skill set allow me to stabilize operations during periods of transition, support team cohesion, and uphold the standards expected of client‑facing leadership roles.
I am recognized for strengthening client relationships, improving coordination efficiency, and contributing meaningfully to the organization’s mission and performance.
Work History
Client Relations Coordinator
3 Months- Build and maintain positive relationships with clients, providers, and business partners through clear communication and timely follow-up.
- Respond to phone calls, emails, and text messages with empathy and professionalism, assisting prospective clients throughout the intake process.
- Coordinate administrative tasks, including document management and appointment scheduling, to support efficient daily operations.
- Collect and verify insurance information and coordinate billing-related processing to support accurate client records and timely services.
- Maintain accurate and up-to-date CRM records while handling client information in accordance with applicable privacy and compliance requirements.
- Identify and share practical ideas to improve team workflows, communication, and overall service delivery.
Contract Paralegal
1 Year 11 Months- Conduct legal research for civil litigation, employment law, and small business cases; summarized findings for attorney review.
- Maintain digital case files, organize exhibits, and prepare court-ready documents under strict deadlines. Assist attorneys with hearing preparation, including compiling case law, timelines, and witness lists.
- Manage communication with clients, opposing counsel, and court clerks to coordinate filings and deadlines.
- Assisted with administrative tasks to streamline office operations and improve team workflow.
Significant Accomplishments: Streamlined the firm's document management system, enhancing overall firm efficiency and reducing file-retrieval time by 30%.
Ensured 100% on-time court filings during peak caseload months, contributing to improved client satisfaction; developed standardized intake questionnaires to enhance the efficiency of initial client assessments.
Legal Service Specialist
1 Year 3 Months- Prepared and filed legal documents remotely with 99% accuracy, ensuring compliance with court rules and filing deadlines.
- Managed and maintained digital case files for 150+ active cases, enabling efficient access and secure recordkeeping.
- Communicated with clients and process servers to provide updates on case progress.
- Conducted legal research and drafted correspondence, pleadings, and reports with an average 24–48 hour turnaround time.
- Delivered responsive client support by resolving inquiries promptly, contributing to improved satisfaction and reduced follow-ups.
- Collaborated virtually with attorneys and cross-functional teams to streamline workflows and maintain operational efficiency in a remote environment.
Customer Service Representative Team Lead
2 Years 4 Months- Led and enforced company service policies to ensure consistent, high-quality customer support in the Massachusetts Department of Unemployment's remote call center.
- Coached and mentored a team of customer service representatives, driving CSAT scores above 90% and improving first-call resolution rates.
- Onboarded and trained new remote agents, reducing ramp-up time by 25% and increasing early performance consistency.
- Built strong customer rapport through professional communication, contributing to higher retention and repeat-contact reduction.
- Resolved escalated and complex customer issues using data-driven problem-solving, maintaining QA scores of 95%+.
- Managed 50–70 customer interactions per day, consistently exceeding KPIs for AHT, adherence, and service level agreements (SLAs).
Education
Paralegal Certification - Paralegal Studies
- [2022-2024] - Dean's List
- Graduated: Cum Laude
- 3.8 GPA
Bachelor of Science - Business Administration And Management
- [2008-2009] - Dean's List
- 3.8 GPA