The Law Offices of Samantha J. Fitzgerald is a law firm focused on estate planning and probate and trust administration. The Probate Paralegal position involves both leadership and supportive elements. A leadership role is required with clients, asking the right questions, getting to the heart of an issue, resolving that issue within the firm or via referral. A supportive disposition is necessary when assisting the lawyer, brainstorming case strategy, being flexible and adaptive when the direction of a case changes.Drafting probate petitions and all other documents required for probate administration.Reading/deciphering Will and Trust documents.Probate Case Management from opening to discharge.Communicating with clients during a sensitive time of their lives.Reviewing estate planning documents and assisting with document signings.

This was a leadership position that was responsible for Communications as a ministry of the church. Representing church communications at various meetings, designing and printing the weekly bulletin for weekly Sunday services and responsible for all printed materials required by various ministries – to include brochures, cards and flyers.Streamlined the process for sending in submissions to the Sunday bulletin.

Apex Entertainment is a start-up company providing audio services and various forms of musical entertainment for private and corporate functions.■ Created template responses and workflow for email quotes, performance contracts, invoices and receipts.■ Determined the need for and procured performer’s liability insurance.■ Created and implemented a system for tracking leads, quotes and event appointments.

Gecko Gear Australia PTY LTD is a company that designs & manufactures iPod, laptop and lifestyle accessories. Designed and established the entire order fulfillment process from order receipt to accounts receivable for the US satellite office as there was no existing system. This was a success in terms of customer service, time and money. This position highlighted my decision making, analytical and problem solving skills. ■ Improved all existing process, procedure and forms for efficiency and logical workflow.

iBill was an Internet Payment Service Provider that facilitated e-commerce through credit card and ACH transactions for online merchants of both goods and services.Motivated a 24/7/365 call center (up to 40 employees and 6 direct reports). With no previous call center experience was able to boost the call center’s overall performance. For example, devised a plan based on the findings of data gathered from personal research and analysis into poor call center quality scores. The plan resulted in call center quality scores improving significantly in 3 months.■ Supported 4 call center managers – focusing on growth and development of management skills.■ Improved Call Center quality scores from 47% to 93% over 3 months.■ Designed and implemented an incentive program.■ Established process and procedure for internal and external communications.■ Composed, edited and approved all client communication.■ Established and ensured accountability for all levels of the department.

Led a talented team of individuals who provided customer service exclusively to the company’s top tier clients. The quality of my team and success of my department was evident in the fact that other departments in the company hired from my team as often as possible.■ Educated team members on how to successfully manage clients and projects.■ Increased efficiency and client service 50% by designing and implementing CRM tool.■ Broadened operational scope 21% to better service international clients.

Performed supervisory duties for 6 direct reports while maintaining my own group of clients.In this customer service role my strong interpersonal skills allowed me to form positive relationships with many different client personalities and company employees. Represented the company at a trade show during a time when we were having many operational issues that negatively impacted clients. Successfully researched, analyzed and explained/resolved client issues in a face to face environment which resulted in continued annual attendance at trade shows.■ Cut operational costs 30% by establishing process and procedure to streamline department functions.■ Developed best practices for coaching, focusing on message delivery and record keeping.■ Hiring – instituted testing as a part of the hiring process; created tests that were adopted by other departments.

Provided customer service to the company's top tier revenue generating clients.Learned to manage and prioritize issues. Developed logical thinking abilities and sharpened problem solving skills. As a problem solver I excel at researching and analyzing situations, proposing multiple solutions and choosing the best possible solution for the situation at hand■ Increased client base revenue 40% by up-selling additional revenue streams to existing clients.

Calculated & distributed weekly and bi-monthly wire transfer, ACH and check payments to clients.In the beginning, this was a largely unsupervised position that reported directly to the CEO of the company. Developed this department from a draw of folders into a fully functioning department, creating 60% of department process and procedure. Established a system of checks and balances to prevent double payment. These systems were so effective that they continued to be used for many years and through many software upgrades. Also assisted the CEO in computing company payroll and maintaining all employee records.■ Created new department including 60% of department process and procedure.■ Established positive vendor relations with banking authorities. ■ Developed strong leadership skills and increased department efficiency 95%.

■ Retained 25% of sales targeted as lost.