Virtual Legal Assistant and Customer Service Team Leader

I did inbound calls to address customer issues with their services, orders, repair and installation scheduled. Assisted with plan changes, upgrades, payment issues. I also did outbound calls when we need to follow up with the customer regarding their issues/concerns and took escalation calls whenever needed.

I worked as a Loan Documentation Processor for more than 2 years for a US Bank. I was under the Home Lending department and initially my tasks involved sending the title order to our vendors and doing follow ups on the title order request. I maintained 100% quality in my loans processed and eventually got promoted and started to take care of doing our loan assignment as well as doing quality audits on the loans processed by the team.

I had to draft motions for my attorney which we used for removal proceedings when handling Immigration Cases. I also took care of drafting the initial divorce documents for our Dissolution of Marriage cases.

During my time with the workforce team and as the reports POC I took care of daily, weekly, end of month, quarterly and yearly reports for AHT, Agent Productivity, Absenteeism Report, Overtime Report, Survey Report, Credit per Call Report, and Agent Scorecard. During my time as a Loan Documentation Processor I had to create from scratch our loan inventory report to make sure that all loans are processed daily.

As a team leader I did quality audit on the calls of my team members. This involved both random and surveyed calls. This is to ensure that everyone is aligned with the behaviors being asked of us by our client. As a Loan Documentation processor I audited the loans processed by my teammates to ensure that we maintained 100% loan accuracy and avoid any onshore escalation.

Did adhoc tasks for my attorney when taking care of income and expenses for the firm.

Document Drafting

During my time working for a Retail LOB. I took care of processing purchases and scheduling delivery (with installation if needed) for the client's orders. I also took care of rescheduling the order if needed. I also assisted clients repair orders for their electronics or appliances.