Shannon Quintero
Intake Specialist Floor Coach
HOUSTON,TX
Summary
Experienced Intake Specialist Floor Coach with 10+ years in legal client intake, data entry, and workflow management. Known for compassionate communication, accurate case screening, and smooth handoffs that improve team responsiveness and client satisfaction.
Overview
1
1
Language
17
17
years of professional experience
Work History
Intake Specialist Floor Coach
Jim Adler & Associates
06.2014 - Current
- Conducted client intake interviews, captured case facts, and routed qualified matters for attorney review.
- Conducted intake training
- Offered compassionate and attentive guidance to patients during crisis situations.
- Trained and supervised new intake staff to deliver high-quality client care.
- Screened incoming calls, identified potential claims, and scheduled consultations with appropriate legal staff.
- Verified contact details, accident information, and claim status to maintain accurate intake records.
- Entered case information into legal case management systems with attention to accuracy and confidentiality.
- Guided intake staff on call handling, documentation standards, and client service expectations.
- Refined intake procedures to improve consistency, responsiveness, and handoff readiness across legal teams.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Utilized critical thinking skills to analyze complex client situations and make informed recommendations for appropriate services and support.
- Supported team members through collaborative problem-solving, leading to enhanced productivity and overall workplace morale.
Certified Trainer
Luby's Cafeteria
01.2010 - 01.2014
- Trained new team members on cafeteria service standards, portion control, and station procedures
- Coordinated onboarding for cashiers, line servers, and kitchen staff using role-specific checklists
- Reinforced food safety, sanitation, and allergen handling practices across daily operations
- Demonstrated POS transactions, register balancing, and order accuracy for front-line staff
- Evaluated readiness of new hires through hands-on observation and performance feedback
- Provided ongoing support for certified individuals, offering guidance as they navigated new challenges in their professional roles.
Education
High School Diploma -
Madison High School
Houston, TX Skills
Data entry
Intake assessment
Compassionate care
Critical thinking skills
Progress reporting
Follow-up communication
Client intake
Empathic communication
Client intake management
Staff development
Problem-solving
Collaboration and teamwork
Workflow management
Timeline
Intake Specialist Floor Coach
Jim Adler & Associates
06.2014 - Current
Certified Trainer
Luby's Cafeteria
01.2010 - 01.2014
High School Diploma -
Madison High School