Michelle Hunt
Harrodsburg,USA
Summary
Accomplished Director of Client Services with extensive experience in leading diverse teams and developing effective client engagement strategies. Demonstrated success in enhancing customer satisfaction and retention through strategic planning, problem-solving, and conflict resolution. A proven ability to drive team performance and achieve organizational objectives, while fostering strong client relationships to maximize business profitability.
Overview
20
20
years of professional experience
Work History
Director of Client Services
Litigation Management, Inc.
10.2020 - 03.2025
- Assisted with developing policies for managing multiple legal projects simultaneously
- Analyzed project data to identify trends and develop strategies for improvement
- Monitored progress on projects, identified risks, and implemented strategies to mitigate potential issues
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively
- Established communication protocols between internal departments to facilitate smooth collaboration on projects
- Collaborated with other departments to resolve customer issues quickly and efficiently
- Resolved customer inquiries and complaints requiring management-level escalation
- Evaluated customer feedback to improve quality of services provided
- Identified opportunities for process improvements through analysis of existing processes
- Developed policies, procedures and protocols related to client services
- Established reports outlining performance by tracking KPIs associated with client service
- Assessed resource levels, productivity and efficiency to maintain appropriate level of staff for service exceeding client expectations
- Determined training objectives and monitored team performance to refine training methods and content
- Organized training programs for team members on new technologies, systems or processes
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback to drive performance improvement
- Devised quantitative and qualitative measures to identify goals for each of the staff members
Operations Administrator
Allen Barron, Inc.
San Diego, USA
12.2019 - 10.2020
- Company Overview: San Diego, USA
- Handled all aspects of client interactions and operational management in dual industries for legal and tax
- Coordinated both administrative and sales tasks to enhance office performance
- Created structured training procedures ensuring achievement of organizational and employee targets
- Monitored customer service operations to ensure quality standards were met
- Documented company processes and procedures and disseminated to proper personnel
- Develop growth plans for multiple business areas in response to current challenges
- Assisted with the implementation of new technologies into existing operational workflows
- Implemented system updates to optimize identification of sales stages within the CRM framework
- Created reporting tools for management, enabling better assessment of the sales pipeline including setting qualitative metrics for individual objectives
- Cultivated relationships with prospects and former clients to increase revenue
- Coordinate engagement activities to maintain punctual responses from the workforce
- Successfully managed office staffing needs
- Handled and updated HR databases
- Implemented successful business strategies to increase revenue and target new markets
- Managed social media content across various platforms within the organization
- Designed targeted email campaigns every week and every two weeks for client engagement and customer acquisition
- Integrated digital tools to streamline appointment scheduling processes
- Handled billing and invoice reviews for clients each month
- Researched customer inquiries related to delivery times and billing information
- Resolved billing disputes with customers promptly
- San Diego, USA
Chief Operating Officer
Quattro Tax
05.2019 - 12.2019
- Company Overview: Newly established firm offering specialized services in trust accounting
- Establish effective business strategies through meticulous planning and implementation
- Defined targeted goals aimed at fostering organizational growth and productivity
- Established policies for start-up company that promote the culture and vision
- Oversee daily operations of the company and collaborate with the stakeholders to provide updates
- Evaluate performance of company by analyzing and interpreting data and metrics
- Maintain and build trusted relationships with key customers, clients, partners, and stakeholders
- Develop marketing plans to create a share of the marketplace
- Newly established firm offering specialized services in trust accounting
Director of Business Development & Operations
Hilmoe, Bertier & Marrero, LLP
08.2018 - 12.2019
- Company Overview: New start-up law firm where organizational structure and processes were created to gain traction in the marketplace
- Cultivate client connections to boost referrals
- Developed comprehensive plans to drive firm growth
- Facilitated transition of clients from individual attorneys to firm representation
- Developed and implemented marketing strategies to increase brand awareness and sales
- Planned advertising campaigns for online, print and other mediums
- Conducted research to determine ideal markets for products and services
- Established continuous revenue stream strategies to reduce cash flow volatility
- Oversaw sales pipeline
- Managed monthly financials for partners
- Analyzed financial metrics monthly for consistency with business objectives
- Assess and implement specific changes required to meet organizational objectives successfully
- New start-up law firm where organizational structure and processes were created to gain traction in the marketplace
Director of Operations
Vanguard Legal Group
San Diego, USA
05.2016 - 08.2018
- Company Overview: San Diego, USA
- Broadened role to encompass all firm functions and develop operational strategies for increased profit margin
- Reviewed and analyzed caseload feedback during regular meetings with attorneys
- Formulated strategies and carried out initiatives to enhance profitability within team-specific domains
- Streamlined office processes to reduce task completion time
- Evaluated comparative sales figures monthly for client acquisition versus client retention
- Formulated strategies to drive ongoing revenue through client engagement
- Analyzed monthly Profit & Loss statements to track growth
- Collaborated with the accounting department to reduce number of clients with open balances
- Managed comprehensive HR functions to support staffing requirements
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- San Diego, USA
Director of Client Services
Vanguard Legal Group
San Diego, USA
01.2015 - 05.2016
- Company Overview: San Diego, USA
- Led efforts to build a start-up legal practice by taking over an existing portfolio
- Developed a system within a cloud-based CRM for client management
- Negotiated contracts with vendors to secure favorable terms and pricing
- Designed reporting systems to monitor each client's engagement effectively
- Developed sales objectives for the business and organized relevant training
- Strategized marketing tactics to boost the firm’s market presence
- Coordinated the entire client lifecycle, spanning initial outreach to final engagement conclusion with attorneys
- Responsible for the calendar for 8 attorneys over 45 remote offices and an administrative/sales team of 7
- Created ongoing training and development for the firm for client relationships and sales
- Start-Up law firm that purchased an existing book of business
- San Diego, USA
Director of Client Relations
Walter & Ward, APC
San Diego, USA
04.2009 - 01.2015
- Company Overview: San Diego, USA
- Maintained and strengthened connections with clients at the law firm
- Developed processes to enhance team efficiency in client engagements
- Refined client records system to augment support for legal professionals and their clients
- Managed client relationships
- Streamlined the workflow of 9 attorneys and legal support staff for enhanced client relations
- Managed an administrative team of 3 and reported to the principal of the law firm and C.O.O
- Responsibilities included all aspects of human resources
- Created policies and procedures to better serve the firm and their financial goals
- San Diego, USA
Chief Operating Officer/Owner
Streetlamp Productions
12.2004 - 03.2009
- Company Overview: Start-Up production company that specializes in video production and photography
- Created marketing plan for the development of the business
- Developed the business strategies for the growth of the company
- Relationship building with clients and other vendors to corner a piece of the marketplace
- Managed the scheduling of events and implemented processes for timely delivery of products
- Responsible for all contractors involved in projects and corresponding accounting
- Maintained the accounting and financial reporting for the company
- Start-Up production company that specializes in video production and photography
Education
Associate of Arts - Business Administration
San Diego Miramar College
San Diego, CA06-1996
Some College (No Degree) -
Southern New Hampshire University
Hooksett, NHSkills
- Client Relationship Management
- Organizational Structure Design
- Workflow Improvement Strategies
- Strategic Development
- KPI tracking
- Accounting/Billing
- Effective Communication Protocols
- Collaborative Project Management
- Analytical Problem Resolution
- Strategic Resource Management
- Comprehensive Documentation Practices
- Cross-Functional Team Management
- Team Empowerment
References
References available upon request.
Activities
Several courses thru Coursera in the last few years regarding Leadership, Project Management, Human Resources and Accounting.
Timeline
Director of Client Services
Litigation Management, Inc.
10.2020 - 03.2025
Operations Administrator
Allen Barron, Inc.
12.2019 - 10.2020
Chief Operating Officer
Quattro Tax
05.2019 - 12.2019
Director of Business Development & Operations
Hilmoe, Bertier & Marrero, LLP
08.2018 - 12.2019
Director of Operations
Vanguard Legal Group
05.2016 - 08.2018
Director of Client Services
Vanguard Legal Group
01.2015 - 05.2016
Director of Client Relations
Walter & Ward, APC
04.2009 - 01.2015
Chief Operating Officer/Owner
Streetlamp Productions
12.2004 - 03.2009
Associate of Arts - Business Administration
San Diego Miramar College
Some College (No Degree) -
Southern New Hampshire University
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