Rosnayr Gonzalez
Miami
Summary
I am a Legal Operations and Intake Leader with over 5 years of experience optimizing client acquisition, intake systems, and workflow performance in high-volume personal injury environments. Proven track record of increasing client conversion rates by over 15% and streamlining intake processes. Expertise in team leadership and process improvement to enhance client satisfaction.
Overview
16
16
years of professional experience
Work History
Legal Operations & Intake Manager
Rubenstein Law
Miami, FL
01.2013 - Current
- Managed a team of 75+ Intake Specialists handling over 1,500 new case inquiries per month.
- Increased client conversion rate by over 15% through improved intake scripts and follow-up processes.
- Reduced response time to new leads, improving client satisfaction and retention
- Collaborated with attorneys to refine case qualification criteria and maximize case value
- Built reporting Dashboards to track and report on KPI's including conversion rates, call volume, response time, signed same day/same call rates and case acquisition trends.
- Streamlined intake processes, enhancing operational efficiency and client satisfaction.
- Analyzed data to identify trends and areas for improvement within the intake department, leading to increased effectiveness.
- Conducted quarterly, 6 month and yearly performance evaluations, providing constructive feedback to enhance team effectiveness.
- Led team in managing client communications, ensuring timely follow-ups and accurate data entry.
- Implemented quality control measures, reducing errors in case documentation and improving workflow consistency.
- Trained staff on best practices for intake procedures, fostering a collaborative work environment.
- Coordinated with legal teams to ensure seamless information flow between departments during case intake.
- Developed resource materials that improved staff understanding of intake policies and procedures.
- Vetted potential new lead companies to bring in qualified leads to the firm.
- Streamlined the intake process by implementing new protocols and procedures, resulting in increased efficiency and client satisfaction.
- Developed and maintained a comprehensive intake manual that served as the go-to resource for all staff involved in the client onboarding process.
- Developed training materials for new staff, ensuring consistency in knowledge and understanding of the intake process.
- Conducted regular internal audits to ensure adherence to established policies and procedures within the intake department.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Supervisor
Pandora Jewelry
Miami, FL
03.2011 - 12.2012
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Trained and mentored team members, fostering a collaborative work environment.
- Implemented process improvements, enhancing workflow efficiency and productivity.
- Monitored inventory levels, coordinating with suppliers for timely replenishment.
Assistant Manager
Guess Accessories
Miami, FL
08.2010 - 03.2011
- Led daily operations, ensuring efficient workflow and adherence to company policies.
- Developed and implemented training programs, enhancing staff performance and customer engagement.
- Analyzed sales data to identify trends and optimize inventory management strategies.
- Collaborated with marketing team to execute promotional campaigns, boosting brand visibility.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
Education
Bachelor of Science - Sociology & Anthropology
Florida International University
Miami, FL12-2014
Skills
- Legal Operations
- Client acquisition
- Process improvement
- CRM Management
- KPI Tracking
- Workflow Optimization
- Team Leadership
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Organizational skills
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Legal Operations & Intake Manager
Rubenstein Law
01.2013 - Current
Supervisor
Pandora Jewelry
03.2011 - 12.2012
Assistant Manager
Guess Accessories
08.2010 - 03.2011
Bachelor of Science - Sociology & Anthropology
Florida International University