Shonnaray Reynosa
San Antonio
Summary
Seasoned operations and case coordination professional with nearly a decade of experience in mass tort, personal injury, and expert consulting environments across multiple offices in Texas, Puerto Rico, and beyond. Skilled in managing complex case workflows, coordinating expert schedules, auditing case files, and ensuring compliance with court deadlines. Proven leader in supervising multi-office teams, conducting hiring and termination decisions, implementing operational improvements, and standardizing procedures to enhance efficiency and accountability. Experienced in developing policies, facilitating cross-departmental communication, and cultivating strong client and referral relationships. Recognized for driving team performance, optimizing workflows, and translating directives into actionable, results-driven processes.
Overview
11
11
years of professional experience
Work History
Operations Coordinator
Carabin Shaw, PC.
San Antonio
08.2025 - 12.2025
- Led day-to-day operations for the Case Management department across multiple offices, supervising a team of 12 and driving improvements in efficiency, accountability, and case flow
- Conducted interviews, participated in hiring decisions, and executed disciplinary and termination actions, with a primary focus on strengthening and stabilizing the Case Management team
- Performed quality assurance reviews and audits of Case Managers’ dockets to ensure proper case handling, timely treatment coordination, and compliance with firm standards
- Evaluated existing operational systems and implemented improved procedures to streamline workflows and enhance productivity within the Case Management department
- Developed and delivered onboarding and training for new hires on operational procedures, case workflows, and performance expectations
- Created and maintained written operating procedures and internal documentation to standardize processes across the department
- Coordinated daily operational activities, assigned workloads, and managed scheduling to meet business demands while optimizing staffing efficiency
- Acted as liaison between Case Management, intake, legal staff, and leadership to improve cross-department communication and collaboration
- Maintained accurate operational records and implemented organized filing systems for legal and case management documentation
- Mentored, coached, and motivated staff, proactively addressing performance issues and mitigating operational and business risk
- Facilitated team meetings to identify operational challenges, resolve workflow bottlenecks, and implement process improvements
- Recognized by leadership and slated to assume firm-wide Operations Manager responsibilities overseeing all departments prior to firm-wide layoffs
Associate Case Coordinator
BRC
San Antonio
04.2024 - 08.2025
- Coordinated and managed calendars for BRC experts (consultants), scheduling inspections, testing, depositions, and trial appearances to meet client and court-mandated deadlines
- Proofread, finalized, and distributed BRC experts’ technical reports, ensuring accuracy, compliance with case requirements, and timely delivery with executed signatures
- Maintained and updated case databases with court deadlines in accordance with scheduling orders and case management orders
- Reviewed, corrected, and finalized BRC experts’ errata, ensuring revisions were accurately documented and promptly returned to clients
- Scheduled and coordinated inspections, testing, and site visits involving BRC experts, engineers, and clients, managing logistics and timelines to support case requirements
- Served as a primary liaison between clients, BRC experts, service providers, and internal teams to ensure smooth case progression and clear communication
- Organized and maintained comprehensive digital case files, ensuring all expert, client, and case documentation was accurate, current, and readily accessible
Mass Tort Coordinator
Watts Guerra, LLP
San Antonio
07.2021 - 02.2024
- Promoted to Mass Tort Coordinator, overseeing multiple departments and ensuring the efficient and cohesive execution of mass tort initiatives.
- Addressed employee relations issues in collaboration with HR personnel and proposed effective solutions.
- Spearheaded the planning and execution of new procedures, policies, and systems.
- Managed quantitative data for various reports.
- Cultivated positive relations with Referral Law Firms, acquiring essential information.
- Ensured the accuracy of records, coordinated workflows, and monitored team performance.
- Translated directives into policies, resolving employee performance issues.
- Collaborated on HR-related matters, documented metrics, and ensured compliance.
- Prioritized workload, optimized schedules, and boosted team performance through coaching and support.
- Facilitated communication between the team and upper management.
Document Center Department Manager
Watts Guerra, LLP
San Antonio
06.2020 - 11.2023
- I accepted the additional responsibility of managing the Document Center department, drawing upon my adept time management and personnel supervision skills.
- Assisted team members in resolving complex issues with critical thinking and tactful communication.
- Liaised between team members and upper management to advocate for needs and resources.
- Developed and optimized schedules to cover expected workloads.
- Translated management directives into actionable policies and enforced changes with staff.
- Prioritized workload and delegated team tasks based on strengths and skill levels.
Client Relations / Intake Department Manager
Watts Guerra, LLP
San Antonio
03.2017 - 07.2021
- Promoted to Department Manager for Client Relations and Intake Department for outstanding time management, organization, Client Retention and adherence to firm policies and procedures.
- Delegated and monitored daily tasks for Phone Operators/Intake Team, ensuring timely completion.
- Addressed client issues via email or phone, escalating to legal only when necessary.
- Attended management meetings and conducted training for new/current employees on department tasks.
- Managed employee workload, screened potential new clients, and determined preliminary eligibility for new cases.
- Reviewed and assessed client files for ongoing representation, including rejecting or closing files and sending closure/reject letters if needed.
- Collaborated with Intake Vendors for lead cases and managed multiple email accounts for timely client case handling.
- Provided performance evaluations to upper management and Mass Tort director.
Client Relations Associate
Watts Guerra, LLP
San Antonio
03.2015 - 03.2017
- Efficiently manage incoming and outgoing calls with professionalism and courtesy.
- Thoroughly document all client correspondence in the designated file or database for accurate record-keeping.
- Promptly process voicemails and ensure timely return of client calls to maintain customer satisfaction.
- Accurately create new client entries in the Mass Tort database to ensure comprehensive and organized client information.
- Resolve client concerns promptly and effectively to uphold client satisfaction and trust.
- Effectively distribute client-related emails to relevant groups to streamline communication and collaboration.
- Regularly update client records while strictly adhering to HIPAA compliance standards to safeguard sensitive information.
- Adhere to HIPAA laws and regulations in all client communications to protect client confidentiality, privacy and data handling.
Education
Microsoft Excel And Beyond The Basics -
Leeward Community College
Pearl City, HI01.2007
GED - Liberal Arts / Psychology
Texas Education Agency
Crystal City, TX01.1998
Skills
- Mac OS X
- Legal management systems
- Project management (Asana)
- FileMaker Pro
- Adobe Acrobat
- Microsoft Office Suite
- Microsoft Teams
- SharePoint and OneDrive
- Problem solving
- Operations management
- Task prioritization
- Workflow optimization
- Employee supervision
- Organizational skills
- Coordination skills
- Communication skills
- Adaptability skills
- Resource allocation
- Process implementation
- Conflict mediation
- Performance monitoring
- Task delegation
References
- Monique King, Mass Tort Specialist, Guerra LLP (formerly Watts Guerra LLP), 875 East Ashby Place Ste. 1200, San Antonio, TX, 78212, 210-859-2397, mking@guerrallp.com, Monique King was my peer and held a similar position as I at my former employer Watts Guerra LLP.
- Jacquelyn Shedden, Managing Paralegal, Guerra LLP (formerly Watts Guerra LLP), 875 East Ashby Place Ste. 1200, San Antonio, TX, 78212, 361-813-7655, jwendland@guerrallp.com, Jacquelyn Wendland was a Coordinator / Managing Paralegal at my former employer Watts Guerra LLP. We have worked closely on many projects at Watts Guerra for most of my almost 9 years at Watts Guerra.
- Kari Archer, Managing Paralegal / Coordinator, Guerra LLP (formerly Watts Guerra LLP), 875 East Ashby Place Ste. 1200, San Antonio, TX, 78212, 832-331-7959, karcher@guerrallp.com, Kari Archer was my immediate supervisor at my former employer Watts Guerra LLP. We have worked closely for my entire time at Watts Guerra.
Timeline
Operations Coordinator
Carabin Shaw, PC.
08.2025 - 12.2025
Associate Case Coordinator
BRC
04.2024 - 08.2025
Mass Tort Coordinator
Watts Guerra, LLP
07.2021 - 02.2024
Document Center Department Manager
Watts Guerra, LLP
06.2020 - 11.2023
Client Relations / Intake Department Manager
Watts Guerra, LLP
03.2017 - 07.2021
Client Relations Associate
Watts Guerra, LLP
03.2015 - 03.2017
Microsoft Excel And Beyond The Basics -
Leeward Community College
GED - Liberal Arts / Psychology
Texas Education Agency