Moniquea Pettway
Richmond
Summary
Legal operations leader with a focus on driving team performance and service outcomes. Successfully improved processes and strengthened relationships, resulting in enhanced service delivery and client satisfaction across high-volume legal environments.
Overview
11
11
years of professional experience
Work History
Provider Services Manager
LegalEASE
Houston
12.2021 - Current
- Oversaw daily Provider Services operations, managing escalations, case distribution, and attorney network performance to ensure smooth functioning.
- Progressed from Member Success Specialist to Team Lead to Provider Services Manager through consistent high performance, demonstrating leadership, operational expertise, and the ability to drive team and service outcomes
- Lead complex case resolution involving benefit interpretation, disputes, and attorney responsiveness issues
- Led resolution of complex cases involving benefit interpretation, disputes, and attorney responsiveness to maintain service quality.
- Lead weekly team meetings to align on departmental priorities, address challenges, and drive consistent communication across the team
- Analyze trends and create SOPS to improve efficiency, strengthen accountability, and enhance overall member and provider experience
Legal Assistant (GS-05/06/07)
Internal Revenue Service
Houston
01.2017 - 01.2020
- Supported 7 attorneys in high-volume legal environment by managing calendars, travel, case logistics, and ensuring organized, confidential records complied with federal policies
- Oversaw end-to-end case preparation, including e-filing with U.S. Tax Court, assembling litigation materials, and reviewing legal documents for accuracy and compliance
- Supported 7 attorneys in a high-volume legal environment by managing calendars, travel, case logistics, and maintaining organized, confidential records in compliance with federal policies
Customer Service Representative
Social Security Administration
01.2016 - 01.2017
- Conducted interviews and investigations to verify authenticity and compliance of documents for Social Security applications
- Managed high-volume caseloads (1,000 customers monthly) and coordinated with immigration for accurate and timely application processing
- Assisted customers with inquiries regarding Social Security benefits and services.
- Processed applications for Social Security cards and benefits efficiently.
- Maintained accurate records of client interactions and transactions in the database.
Education
Bachelor of Science - Technical Management
DeVry University
Houston, TX01-2015
US ARMY
Fort Bliss, TX01-2009
Skills
- Legal Operations
- Case Management
- Compliance
- Process Improvement
- Legal management
- Case coordination
- Process optimization
- Microsoft Office
- Decision analysis
- Client engagement
- Data interpretation
- Legal documentation
- Provider oversight
Timeline
Provider Services Manager
LegalEASE
12.2021 - Current
Legal Assistant (GS-05/06/07)
Internal Revenue Service
01.2017 - 01.2020
Customer Service Representative
Social Security Administration
01.2016 - 01.2017
Bachelor of Science - Technical Management
DeVry University
US ARMY