Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Tonya Nighman

Tonya Nighman

Ashtabula,OH

Summary

Experienced in managing legal documents and providing administrative support. Strong organizational skills for efficient office operations and effective case management. Solid background in legal research, document drafting, and client communication. Well-equipped to contribute to legal team success. Attention to detail and ability to prioritize tasks for handling multiple responsibilities with ease and maintaining high accuracy.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Legal Secretary

Lawyer.com
10.2022 - Current
  • Work independently and remotely taking calls from PNC and existing clients; directing them to the correct personnel
  • Filling out Intake forms
  • Accurate data processing
  • Emails and transferring calls
  • Navigating Firm calendars and setting client/ attorney appointments
  • Offer fast and efficient customer service
  • Positive Firm representation
  • Maintained strict confidentiality of sensitive information to protect client privacy and uphold professional ethics.
  • Facilitated communication between clients and attorneys, ensuring prompt responses to inquiries.
  • Answered and directed calls using multi-line switchboard.
  • Organized and maintained an efficient electronic filing system for easy access to critical documents and data.
  • Received and placed telephone calls to clients and prospective clients.
  • Provided exceptional customer service when greeting clients and answering phone calls, fostering a welcoming environment.
  • Screened telephone calls and forwarded to appropriate departments.
  • Reduced errors in legal documents by implementing thorough proofreading processes.
  • Scheduled all appointments, appearances and briefings.
  • Scheduled and made appointments for attorneys.
  • Diligently edited legal correspondence for grammar and spelling.
  • Improved client satisfaction by providing detailed case updates and maintaining open lines of communication.
  • Streamlined communication between attorneys and clients by setting up secure online portal for document exchange and updates.
  • Completed data entry of legal documents into electronic filing systems.
  • Developed and maintained positive relationships with clients and colleagues.
  • Scheduled and made appointments for 20 attorneys.

Call Center Manager

Dragonfly Call Solutions Inc.
06.2016 - 01.2023
  • Responsible for call center agents, hiring and onboarding into the call center
  • Administration and Human Resources
  • Payroll and Accounting
  • AP/AR
  • High attention to detail
  • Knowledgeable in Excel
  • Manage Purchase Orders and Requisitions
  • Sales and contracts with Fortune 500 Companies
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
  • Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.

Inventory Clerk Administrations

Pinney Dock
12.2018 - 04.2019
  • Monitored Inventory intake and outtake on Excel
  • Procurement duties- gaining permission for Purchase Orders, placing orders for office supplies, and production materials
  • Ensured accuracy on Accounting books
  • Reimbursed vendors for unused material/canceled orders
  • Maintained inventory count, tracked usage, and documented variances.
  • Assisted in physical inventories, verifying counts against existing records for improved accuracy in reporting data.
  • Completed physical inventory counts each month.
  • Collaborated with team members to achieve a well-coordinated inventory management system.
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Kept detailed records of damaged or defective products, ensuring timely returns or disposals as needed.
  • Managed returns and exchanges smoothly, minimizing disruptions to inventory flow and ensuring customer satisfaction.
  • Streamlined warehouse organization for optimal efficiency by implementing effective storage strategies.
  • Reduced stock shortages by maintaining accurate records of incoming and outgoing shipments.
  • Performed data entry and completed proper paperwork.
  • Handled day-to-day shipping and receiving overseeing more than 50 packages per day.

Call Center Agent

Arise Virtual Solutions
01.2015 - 06.2016
  • Working Remotely
  • Training on customer product
  • Taking 200+ inbound calls per day
  • Making 75 + outbound calls per day
  • Monitoring my Quality to customers through Metric scale
  • Sales and Product offering when upsell was necessary
  • Accepting coaching sessions to increase my productivity and customer retention
  • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.

Education

Associate of Applied Science - Business Administration And Management

Northeastern Oklahoma A&M College
Miami, OK
10-2026

Skills

  • Legal Document Preparation
  • Efficient Call Routing
  • Logistics Management
  • Customer Engagement Strategies
  • Advanced Document Layout Skills
  • Effective Communication in Call Center
  • Financial Transaction Handling
  • Skilled in Task Prioritization
  • Systematic Stock Verification
  • Critical Thinking Skills
  • Scheduling and Calendar Management
  • Conflict Management
  • Inventory Management
  • Efficient File Structuring
  • Conflict Resolution Expertise
  • Content Editing
  • Engaging In Q&A Sessions
  • Effective Client Communication
  • Insight Acquisition
  • Appointment Organization
  • Skilled in Customer Complaint Management
  • Conflict Resolution
  • Effectiveness Improvement Strategies
  • Account Administration
  • Professional Phone Communication
  • Telecommunications Coordination
  • Document Formatting
  • Audio Transcription Expertise
  • Preparation of Legal Documents
  • Invoicing Accuracy
  • Office Administration
  • CRM Software Proficiency
  • Strategic Innovation Development
  • Effective Schedule Coordination
  • Accurate Timekeeping
  • Corporate Legal Knowledge
  • Litigation Case Assistance
  • Civil Law Knowledge
  • Microsoft Office Proficiency
  • Financial Analysis
  • Professional Report Composition
  • Regulatory Compliance
  • Legal Vocabulary Proficiency
  • Document Proofreading

Certification

  • Paralegal, U.S Career Institute, 2025

Timeline

Legal Secretary

Lawyer.com
10.2022 - Current

Inventory Clerk Administrations

Pinney Dock
12.2018 - 04.2019

Call Center Manager

Dragonfly Call Solutions Inc.
06.2016 - 01.2023

Call Center Agent

Arise Virtual Solutions
01.2015 - 06.2016

Associate of Applied Science - Business Administration And Management

Northeastern Oklahoma A&M College

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Tonya Nighman