Jeni Mellott Email and Phone Number

Draft pleadings for civil ligation, probate and bankruptcy matters. Schedule and calendar settings, hearings and trials. Maintain client files and trial preparation for multiple attorneys. Extensive use of internet for research on legal issues and background searches on case parties. Communicate status of cases with clients.

Researched new projects and assembled financial expectations. Brainstormed marketing ideas for new projects. Worked with external programming staff to design software for Internet Web Systems with Integrated Media Players for audio/video streaming. Set up new client Internet Web Systems with Integrated Media Players and walked clients through updating and maintaining their new systems. Conducted extensive training sessions for clients with little to no web/computer experience. On-call client assistance, ranging from email troubleshooting to making design changes to their web sites. Assisted clients with account/billing questions. Maintained contact with external programming staff to correct software issues, suggest upgrades, and follow-up on changes to systems. Managed workload, schedule, and priorities while working self-directed from a home office.

Managed full-time Call Center Staff of 10 and part-time staff of 250, directing day-to-day duties and setting priorities. Oversaw Call Center Coordinator and scheduling of part-time staff for a 117 station outbound Call Center. Ensured Recruiting and Training Staff met staffing levels and quality standards for new hires. Coordinated outsourcing partnerships for overflow work for both our work, and other centers needing assistance. Negotiated pricing with vendors and clients. Daily interaction with client teams to ensure satisfaction. Set up and trained 58 station satellite Call Center in Dallas, Texas on general and project operations. Reviewed and maintained department budget in excess of $1M.Juggled employee inventory with project hours to determine whether additional projects above and beyond current commitments would be completed in or out of house. Project Leader for implementation of CATI system and Call Center expansion, including coordination of communication processes throughout the company, interface with vendors, and defining productivity improvements. Revised reporting mechanisms to communicate the need to improve productivity and bottom line performance.