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John
Legal Assistant & Customer Support Specialist with 10+ years of diverse experience
Contacto
Competencias
Assisted clients andparalegals by managing legal forms, documentation workflows, and client communication.
Supervised support teams, managed schedules, monitored KPIs, and coordinated cross-functional tasks.
Led sales teams, supported daily operations, maintained customer records, and identified upselling opportunities.
Proficient in Google Workspace, Microsoft Office, CRM tools like Salesforce and Zendesk to streamline workflows.
Ensured accuracy of internal resources and supported knowledge sharing across departments.
Educación
Idiomas
Resumen
Experienced in legal support, customer service, sales management, and team leadership with strong technical skills.
Logros Clave
- Managed legal documentation workflows and client communications effectively at Alonso & Alonso Attorneys at Law.
- Led remote customer care team at Sutherland Global, overseeing daily operations and performance metrics.
- Supported sales and support teams at Sutherland Global with training, process improvements, and real-time guidance.
Experiencia
Bilingual Legal Assistant Specialist - Virtual
Managed documentation workflows and assisted clients with legal forms via phone, SMS, and email., Supported paralegals with data gathering and organization of case materials to meet strict deadlines., Scheduled consultations and followed up with clients to ensure accuracy and clarity of documentation.
Team Lead - Customer Care (Airbnb)
Oversaw daily operations of a remote support team, including schedule management, task prioritization, and performance monitoring., Delivered one-on-one coaching and tracked progress to align team performance with KPIs and service standards., Approved payroll, maintained internal documentation, and collaborated cross-functionally to streamline support processes.
Sales Manager (AT&T)
Led a high-performing sales team, managing administrative workflows and coordinating staff training., Monitored sales metrics, prepared performance reports, and communicated insights to leadership., Supported daily operations by handling escalations, optimizing internal procedures, and ensuring accurate documentation.
Subject Matter Expert (AT&T)
Provided real-time support to agents, offering guidance on complex issues and internal tools., Collaborated with supervisors to implement improvement plans and track coaching initiatives., Ensured accuracy of internal knowledge resources and maintained communication across departments.
Cross-Sales Representative - (Cox Residential Services)
Delivered chat-based customer support using CRM systems to resolve billing and technical inquiries., Identified upselling opportunities and provided personalized solutions to enhance client experience., Managed follow-ups, maintained detailed records, and ensured service consistency across interactions.