Samantha McGlothern
Kurtz & Blum
Las Vegas,Nevada
10
years of professional experience
Detail-oriented Intake Specialist with expertise in client registration, case management, and document processing. Facilitates accurate completion of forms and documentation while ensuring compliance. Communicates effectively to enhance client engagement and streamline service access.
Work History
Remote Intake Coordinator
8 Months- Managed the initial intake process for prospective clients, collecting detailed information regarding legal matters, personal information, and case circumstances.
- Coordinated scheduling of consultations and appointments, ensuring effective transfer of qualified matters among prospective clients, attorneys, paralegals, legal assistants, and investigators based on practice area, urgency, and attorney availability.
- Handled high-volume inbound and outbound calls, emails, and inquiries, delivering professional and empathetic client support to enhance client experience.
- Entered and maintained accurate client information, case notes, and follow-up activities within CRM and case-management systems.
- Enhanced intake procedures by developing scripts, checklists, tracking systems, and standardized screening questions to streamline processes.
Intake Coach
1 Year- Managed team of 45 agents, delivering coaching, training, and performance evaluations to enhance quality and customer satisfaction.
- Developed and implemented new procedures, training programs, and performance goals, resulting in improved service quality and higher satisfaction ratings.
- Monitored and analyzed key metrics (AHT, FCR, wait times) to identify trends and implement targeted process improvements.
- Collaborated with QA and Workforce Management to refine call evaluation standards, forecast call volumes, and optimize staffing levels.
- Handled escalated customer issues with professionalism and empathy, ensuring prompt resolutions and positive outcomes.
- Led team meetings and maintained communication on policy updates, initiatives, and performance expectations.
- Supported hiring efforts through candidate screening, onboarding, and ongoing mentorship.
- Fostered a positive, team-oriented work environment emphasizing growth, accountability, and operational excellence.
Filing Supervisor
1 Year 8 Months- Maintained filings for 100+ high-priority clients. Verified all client documentation was accurate and filled out correctly before filing with the IRS.
- Knowledgeable in ERC and SETC filing as well as other types of filings with the IRS.
- Managed 5 teams of 4, overseeing training and progress tracking to enhance team effectiveness.
- Conducted weekly team meetings with 20 employees, delivering updates and coaching to foster team development.
- Created all training documentation and checklists for the department.
- Managed priority client calls effectively. and emails to clients.
- Participated in leadership meetings to support decision-making, decisions, and activities.
- Monitored and resolved software issues, ensuring timely updates for clients and associates to maintain satisfaction.
Sales/Customer Service Representative
3 Years 3 Months- Facilitated customer communication through 100+ daily calls, enhancing customer engagement.
- Maintained a consistent customer service rating of 95% or higher.
- Responded to inquiries and provided detailed information on tours via phone and chat, contributing to informed guest decisions.
- Trained multiple employees to perform sales and customer service representative duties.
- Entered all guests' information and tour details into our database.
- Compiled and dispatched daily performance reports to upper management, ensuring visibility of team metrics.
Office Administrator/Booking Director
1 Year 4 Months- Managed theater and venue bookings, tracking ticket sales and settlements to ensure smooth operations.
- Secured insurance coverage for all tour shows, ensuring financial protection against unforeseen events. Handled advertisements for every show on tour.
- Handled business phone calls as Business Administrator and Direct Assistant to the owner, facilitating effective communication.
- Created daily spreadsheets of the progress of the tour and the show in Las Vegas.
- Served as primary contact for theaters, insurance carriers, advertisements, shelters, and various businesses, while ensuring cohesive relationships.
- Coordinated with shelters to identify and adopt animals, enhancing the show's diversity and appeal.
- Partnered with shelters during tours to strengthen community ties and facilitate animal placements.
- Managed personal affairs for the owner and family, including insurance and financial management.
Legal Assistant/Paralegal Intern
1 Year 4 Months- Coordinated phone calls and appointments for 11 attorneys, participating in client meetings and depositions to accurately document key information.
- Drafted and filed Probate pleadings to initiate, manage, and finalize Probate cases, ensuring compliance with legal requirements.
- Created entire Estate Plans, including Powers of Attorney, Living Wills, Trusts, and Last Wills and Testaments.
- Developed Business Agreements, including Business Asset Purchase Agreements and Non-Compete Agreements, facilitating legal transactions.
Education
High School
Some College (No Degree) - Veterinary Science
- 2012-2014
Skills
Customer Support & Conflict Resolution Strong background in handling escalated calls with professionalism and empathy; consistently deliver win-win resolutions and maintain positive client relationships.
Operational Excellence Experienced in implementing new procedures
monitoring KPIs
and optimizing workflows to enhance efficiency
productivity
troubleshooting
and customer satisfaction.
Analytical & Performance Management Use data-driven insights to improve call quality
reduce handle times and identify coaching opportunities for individual and team growth.
Technology & Systems Proficiency Skilled in Microsoft Office
Google Workspace
Five9
LawRuler
Clio Grow/Manage
Monday
Notion
Looker Studio
Teams
and Windows platforms.
Leadership & Team Development Proven ability to lead and develop large teams of up to 45 agents; skilled in training
mentoring
and motivating staff to exceed performance goals and uphold quality standards.
Timeline
Remote Intake Coordinator
Kurtz & Blum
01.2026 - CurrentRead More
Intake Coach
Tort Intake Professionals
11.2024 - 11.2025Read More
Filing Supervisor
Jorns & Associates
01.2023 - 09.2024Read More
Sales/Customer Service Representative
GC Flight
01.2020 - 04.2023Read More
Office Administrator/Booking Director
Pet Travel Show, Inc.
08.2018 - 12.2019Read More
Legal Assistant/Paralegal Intern
Moore, Benham, & Beaver, P.L.C.
01.2017 - 05.2018Read More
Centennial High School
High School
Read More
College of Southern Nevada
Some College (No Degree) from Veterinary Science
Read More