Shirley A. Meza
Brentwood,NY
Summary
Bilingual, experienced legal assistant for a small but busy law firm that specializes in personal injury, workers' compensation, criminal, and real estate. Skilled in organization, drafting and filing legal documents, client communication, both in Spanish and English and computer proficient, including trial management software, Westlaw, Microsoft Word, Microsoft Excel, Etc.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Five Lakes Law Group
01.2023 - Current
- Led customer service team to enhance client satisfaction and retention initiatives.
- Developed training programs to improve staff performance and operational efficiency.
- Implemented quality assurance processes to ensure service excellence across all interactions.
- Analyzed customer feedback to identify trends and drive strategic improvements in service delivery.
- Collaborated with cross-functional teams to streamline communication and resolve client issues promptly.
- Established key performance indicators to assess team productivity and service quality metrics.
- Mentored junior staff, fostering a culture of continuous learning and professional development.
- Directed conflict resolution strategies, improving overall customer experience and loyalty outcomes.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Scheduled Attorney follow up appointments for clients with active litigation cases.
- Walked clients through Pro-Se answers, within my scope of practice.
Legal Assistant
Law Offices Of Jaghab & Jaghab, P.C.
10.2016 - Current
- Work alongside a team of six attorneys to provide litigation assistance
- Draft pleadings and other legal documents, including Summons and Complaints, Bill of Particulars, Discovery & Inspection, etc.
- Trial Preparation
- Maintain office calendar, including managing Court appearances and deadlines, scheduling depositions and daily client appointments, etc.
- Filed court documentation through electronic and in-person means for both Supreme Court & County Court
- Reviewed, edited, and proofread legislation drafts for proper grammar, spelling, punctuation, and formatting.
- Developed positive working relationships with courts, clients, law enforcement members, and attorneys.
- Answered and directed calls using a multi-line switchboard.
- Maintained ongoing communication with opposing parties from discovery to trial phase to facilitate expeditious litigation.
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- Client communication and interviews in English & Spanish.
Sales Manager
National Income Life Insurance Company
10.2021 - 07.2023
- Developed sales strategies to drive revenue growth and market expansion.
- Trained and mentored sales team to enhance performance and customer engagement.
- Analyzed market trends to identify new business opportunities and competitive advantages.
- Collaborated with cross-functional teams to align sales initiatives with organizational goals.
- Conducted performance evaluations to assess team strengths and areas for improvement.
- Established key performance indicators to measure sales effectiveness and operational efficiency.
- Led negotiations with major clients to secure profitable contracts and partnerships.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Patient/Nurse Assistant
South Shore Homes
04.2013 - 04.2017
- Liaison
- Personal care of adults with special needs
- Responsible for the safety and well-being of adult patients
- Organize and maintain weekly patient care logs.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Applied mobility assistance knowledge to safely ambulate patients in different spaces involving varying elevations and obstacles.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Scheduled and accompanied clients to medical appointments.
Medical Biller
Dr. Joseph Mustafa, M.D., D.C,
06.2015 - 12.2016
- Reviewed patient records, identified medical codes, and created invoices for billing purposes.
- Prepared billing statements for patients and verified correct diagnostic coding.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Posted payments and collections on regular basis.
- Liaised between patients, insurance companies, and billing office.
- Managed billing calendar and scheduled claims for payments.
- Collected payments and applied them to patient accounts.
- Specialized in billing for No-Fault & Workers' Compensation, along with Medicaid recipients.
General Manager
Tutti Frutti
10.2012 - 04.2013
- Responsible for weekly staff scheduling
- Promoted and presented company products to potential customers
- Maintained store inventory as requested by management
- Participated in advertising & marketing projects for Tutti Frutti
- Reduced costs, managed delivery schedules, and performed risk analysis to improve overall profitability
- Developed effective business plans to align strategic decisions with long-term objectives
- Implemented operational strategies and effectively built customer and employee loyalty
- Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs
Office Assistant /Receptionist
SATCO PRODUCTS INC
08.2009 - 10.2012
- Maintained office operations by receiving and distributing communications and picking up and delivering items while providing excellent customer service
- Organized and provided documents, reports, and information to department and external clients in a useful and well-organized manner
- Planned meetings and conference calls and arranged and manage weekly meetings
- Handled and screened telephone calls for internal staff.
- Oversaw automated tracking and documentation of data, client correspondence, and office operations
Education
Suffolk County Community College
Brentwood, NYHigh School Diploma -
Brentwood High School
Brentwood, NY06.2011
Nurses Assistant
Eastern Suffolk B.O.C.E
Brookhaven, NY06.2010
Skills
- Deposition preparation
- Legal Terminology
- Microsoft Office, Office 365
- Legal Correspondence
- Case Management
- Document Preparation
- Data Archiving
- Schedule Coordination
- Employee Training
- Court Document Filing
- Criminal and Civil Law
- Exceptional telephone etiquette
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Manager
Five Lakes Law Group
01.2023 - Current
Sales Manager
National Income Life Insurance Company
10.2021 - 07.2023
Legal Assistant
Law Offices Of Jaghab & Jaghab, P.C.
10.2016 - Current
Medical Biller
Dr. Joseph Mustafa, M.D., D.C,
06.2015 - 12.2016
Patient/Nurse Assistant
South Shore Homes
04.2013 - 04.2017
General Manager
Tutti Frutti
10.2012 - 04.2013
Office Assistant /Receptionist
SATCO PRODUCTS INC
08.2009 - 10.2012
Suffolk County Community College
High School Diploma -
Brentwood High School
Nurses Assistant
Eastern Suffolk B.O.C.E