Pamela Resendez
Houston,TX
Summary
Dependable training coordinator with a 12-year track record of success in customer service. Focused on delivering exceptional results through strong time management, communication and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Opposing Counsel Specialist
US Legal Support - Litigation Resource Services
2023.09 - Current
- Reach out to opposing counsel via email or by phone to offer copies of records.
- Upload waivers received from opposing counsel and provide copies of records as requested.
- Increased the sale of records by reviewing what was ordered and reaching out to offer any remaining records.
- Provide updates of orders as requested by opposing counsel.
Quality Assurance & Training Coordinator
US Legal Support - Litigation Resource Services
2019.10 - 2023.07
- Mentored and onboarded new staff members.
- Facilitated virtual, in-person and blended learning sessions.
- Prepared custom training course materials and presentations.
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
- Identified and addressed training needs by collaborating with management.
Senior Records Representative
US Legal Support - Litigation Resource Services
2019.06 - 2019.10
- Pulled patient records and transferred information to appropriate parties
- Managed 800 orders weekly.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Reviewed invoices to ensure state code compliance and processed payments.
- Emailed/Mailed/Faxed demand letters to non-compliant facilities.
- Created and updated spreadsheets to efficiently provide status on all open orders.
Records Representative
US Legal Support - Litigation Resource Services
2017.08 - 2019.07
- Conducted 80-90 outbound calls per day to obtain status on past-due subpoenas
- Maintained high number of records received by providing custodians convenient methods to send records
- Mailed, faxed and emailed subpoenas
- Documented conversations with custodians to track requests, problems and solutions
- Complete follow-up calls for missing items.
New-Hire Supervisor
Alorica
2013.08 - 2017.08
- Provided ongoing training to address staff needs.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Evaluated and communicated trainee participation and performance in reports to management.
- Awarded certificates to employees who completed training to recognize accomplishments, boosting motivation and retention.
- Incorporated new curriculum to meet changing needs.
- Cross-trained employees to do other jobs within business, increasing job skills and productivity.
- Supported onboarding of new employees by hosting orientation sessions.
Bilingual Customer Service Representative
Alorica
2011.08 - 2013.08
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
- Achieved and maintained departmental performance standards by consistently meeting quality goals.
Education
MacArthur High School
Houston, TXStephen F Austin State University
Nacogdoches, TXLone Star College System
Spring, TXSkills
- Effective prioritization
- Critical thinking skills
- Training & development
- Meticulous attention to detail
Timeline
Opposing Counsel Specialist
US Legal Support - Litigation Resource Services
2023.09 - Current
Quality Assurance & Training Coordinator
US Legal Support - Litigation Resource Services
2019.10 - 2023.07
Senior Records Representative
US Legal Support - Litigation Resource Services
2019.06 - 2019.10
Records Representative
US Legal Support - Litigation Resource Services
2017.08 - 2019.07
New-Hire Supervisor
Alorica
2013.08 - 2017.08
Bilingual Customer Service Representative
Alorica
2011.08 - 2013.08
MacArthur High School
Stephen F Austin State University
Lone Star College System
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