MELINA B. MARTINEZ
Chicago
Summary
Customer Relationship Specialist with extensive experience in client communication and case management. Expertise in CRM software and conflict resolution drives customer satisfaction and process efficiency. Skilled in addressing inquiries, resolving concerns, and fostering partnerships that build loyalty. Strong interpersonal skills, active listening, and problem-solving capabilities enhance service delivery and client relationships.
Overview
18
18
years of professional experience
Work History
Customer Relationship Specialist
JRQ & Associates, LLC.
Chicago
08.2016 - 01.2026
- Developed strong relationships with clients to enhance customer satisfaction.
- Assisted in resolving customer inquiries through multiple communication channels.
- Managed inbound calls from interested customers to address inquiries and provide information.
- Executed follow-ups with clients to gather feedback and ensure high service quality.
- Coordinated client communication, follow-ups, mail processing, filing, court preparations, and collections calls to support seamless case management.
- Collaborated with team members to streamline customer service processes.
- Managed client accounts and maintained accurate records in CRM systems.
- Managed daily operations to prepare three attorneys for court and USCIS meetings.
- Prepared evidence, petitions and any related case documents ensuring accuracy/attention to detail in all cases to ensure attorneys are aware of any and all facts that might hurt or help someone’s case.
- Facilitated communication between departments to address client needs effectively.
Accounts Administrator
Katz Law Office Ltd.
Chicago
01.2009 - 05.2016
- Prepared and reviewed accurate billing statements, ensuring timely mailing to clients.
- Created and submitted weekly money reports for operating and trust accounts.
- Developed accounting calendar to facilitate regular payments and generate related reports.
- Maintained completeness and accuracy of customer files, including contracts, invoices, and credit card transactions.
- Updated corporate general ledger, drafted annual reports, and maintained physical records.
- Trained and managed a group of ten collection specialists while maintaining the efficiency of the billing department.
Legal Assistant
Katz Law Office Ltd.
Chicago
06.2008 - 01.2009
- Prepared letters and general legal documents including orders, notices, summons, motions, notice of motions.
- Coordinated attorneys’ weekly schedules, ensuring all deadlines met and files prepared for court.
- Managed filing, data entry, and correspondence to support efficient office operations.
- Delegated tasks to receptionist, overseeing employee schedules and daily operations to maintain workflow.
Education
Devry Institute - Business Administration
Devry Institute
Chicago, ILSkills
- Customer management
- CRM software
- Prolaw
- Rocket Matter
- MyCase
- Case tracking
- Excel
- Outlook
- Analytical skills
- Problem solving
- Conflict resolution
- Organizational skills
- Time management
- Communication effectiveness
- Interpersonal skills
- Communication skills
Languages
English
Professional
Spanish
Professional
Timeline
Customer Relationship Specialist
JRQ & Associates, LLC.
08.2016 - 01.2026
Accounts Administrator
Katz Law Office Ltd.
01.2009 - 05.2016
Legal Assistant
Katz Law Office Ltd.
06.2008 - 01.2009
Devry Institute - Business Administration
Devry Institute