Pamela Cook
Southgate,MI
Summary
Organized and dependable team player successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities and ready to help the team achieve company goals.
Overview
17
17
years of professional experience
Work History
Legal Intake Specialist
Fieger Law Firm
04.2019 - Current
- Interview prospective clients by phone and email while gathering and entering information in the companies system.
- Conducting basic research and forwarding the prospective client's information to be evaluated by a panel of Attorney's to determine if their case has merit.
- Evaluating and escalating client claims based on office criteria.
- Perform Administrative support tasks as assigned.
- Assign In house cases to Attorney's within the office in the companies system.
- Assisting the Referral Coordinator on assigning cases to Referral Attorneys within the companies system.
- Creating, printing and mailing client letters for cases referred and rejected.
- Contacting Referral Attorney's to check status on cases referred to their firms then tracking that information.
- Obtain and track Insurance Declaration Sheets to ensure they are updated and valid from Referral Attorney's.
- Process letters received from prospective clients that are in jail.
Customer Service Manager
United Road
04.2006 - 03.2019
- Supervised a team of 10 plus Customer Service Representatives.
- Hired, Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Researched and corrected customer concerns to promote company loyalty.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Education
Henry Ford Community College
Dearborn, MISkills
- Legal Research
- Document Control Support
- Online Databases
- Case File Preparation
- Project Management
- Administrative Support
- File and Records Management
- Data Collection
- Strong Research Skills
- Case Summaries
- Confidentiality Understanding
- Evidence Gathering
Timeline
Legal Intake Specialist
Fieger Law Firm
04.2019 - Current
Customer Service Manager
United Road
04.2006 - 03.2019
Henry Ford Community College
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