Anna Mae J. Email & Phone Number

United States

Provided comprehensive remote administrative support for a team of lawyers specialising in personal injury cases.Organised and maintained legal files, documents, and correspondence related to personal injury claims, ensuring accuracy and confidentiality.Conducted in-depth legal research on personal injury laws, regulations, and precedents to support attorneys in case preparation and strategy development.Facilitated communication between attorneys, clients, and insurance adjusters, providing updates on case status and aiding negotiations.Managed attorney calendars, appointments, and deadlines for personal injury cases. Drafted, proofread, and edited legal documents, such as demand letters, settlement agreements, and medical records requests.Assisted with billing and records management, ensuring accurate invoicing and documentation of legal services.

Negros Oriental, Central Visayas, Philippines

Conducted regular evaluations of call centre associates' performance through call monitoring and quality assurance processes to ensure compliance with company standards and procedures.Provided constructive feedback and coaching to associates based on performance metrics, emphasising areas for improvement and best practices for delivering exceptional customer service.Developed and implemented quality assessment criteria, scoring guidelines, and performance metrics to measure and track team performance.Collaborated with training and operations teams to identify process and individual improvements, recommending adjustments to educational materials, processes and procedures.Analysed trends and identified root causes of quality issues or customer complaints, proposing and implementing new processes and enhancements to address underlying issues and improve customer satisfaction.Prepared and presented regular reports and presentations to management, summarising quality performance data, trends, and actionable insights.

Dumaguete, Central Visayas, Philippines

Handled inbound calls and emails from customers, providing assistance with inquiries, concerns, and product-related issues. Processed customer orders, payments, returns, and exchanges accurately and efficiently, ensuring customer satisfaction and timely resolution of issues.Demonstrated product knowledge and upselling techniques to maximise sales opportunities and promote additional products or services to customers.Provided technical support and troubleshooting assistance. Maintained accurate and detailed records of customer interactions, inquiries, and resolutions in CRM software, ensuring data integrity and compliance with company policies and procedures.

Bachelor'S Degree, Geology, 87%

Activities and Societies: -Dean's Lister (2013) Organizations: - Member, Geology Student Society, S.Y. 2012-2017 - Member, Negros Oriental.

Bachelor'S Degree, Education, 89%

Completed a comprehensive program focused on developing teaching skills and pedagogical knowledge. Engaged in coursework covering.

High School Diploma

Valedictorian