Shemen Polk
Corona,USA
Summary
Seasoned Client Services Supervisor with background in managing, training and guiding teams to optimize client services. Skilled in resolving complex customer issues and maintaining high-level customer satisfaction. Strengths team leadership, problem-solving abilities and communication skills. Notable success includes reducing client complaints and increasing overall customer satisfaction through effective management strategies
Overview
3
3
years of post-secondary education
23
23
years of professional experience
Work History
Client Services Supervisor
Veritext Legal Solutions
Los Angeles, USA
12.2012 - Current
- Supervised client service team, ensuring timely case management and effective communication.
- Managed client inquiries, resolving issues to maintain high satisfaction standards.
- Resolved escalated disputes efficiently while upholding company values.
- Monitored customer feedback and addressed complaints promptly, supporting swift resolution and retention.
- Coordinated training programs for new staff to enhance service skills and knowledge.
- Oversaw daily operations, ensuring efficient workflow across multiple teams.
Case Manager/ Client Services, Lead
Merrill Corporation (Epiq)
Woodland Hills, USA
01.2004 - 12.2012
- Oversaw high-profile legal cases from initiation to resolution.
- Executed daily operational tasks to ensure seamless case management.
- Developed innovative ideas and solutions that improved team collaboration and case outcomes.
- Addressed customer inquiries and requests to improve service satisfaction.
- Provided support for customer inquiries and requests to enhance service satisfaction.
- Educated incoming staff on key processes and operational protocols.
Education
EI School of Profession Make Up
Hollywood, CAAA - Office Administration
Trade Technical College
Los Angeles, CAHigh School or equivalent -
East High School
Youngstown, OH 08.1984 - 01.1988
Skills
- Client management and operational oversight
- Case management
- Dispute resolution
- Staff supervision
- Team leadership and conflict resolution
- Excellent communication
About me
- Cheerful disposition
- Neat and well-organized
- Motivated by problem solving
- Independent worker
- Works well with deadlines
- Collaborative and efficient
Timeline
Client Services Supervisor
Veritext Legal Solutions
12.2012 - Current
Case Manager/ Client Services, Lead
Merrill Corporation (Epiq)
01.2004 - 12.2012
High School or equivalent -
East High School
08.1984 - 01.1988
EI School of Profession Make Up
AA - Office Administration
Trade Technical College