-Successfully leading the departmental efforts during 18-month design and implementation of fully customized case management software including creating workflows, collaborating with engineering teams, performing user acceptance and regression testing, creating training materials and facilitating 15+ training sessions.-Productively partnering with executive leadership, department heads, IT staff and marketing to make long term strategic decisions; developing and documenting new processes resulting in 2% increase to want ratio.-Effectively communicating departmental successes and failures and formulating alternative strategies to achieve goals; spearheading reformed training programs thereby increasing client conversion from 90% to 93%.-Diligently analyzing and solving complex problems and synthesized data to assess opportunities; negotiating day to day tradeoffs between time and cost depending on company goals and evolving needs.-Innovatively creating internal training for 10+ roll out activities; serving as escalation point for team of 15; resolving intricate client issues; refining staff development philosophy and practices to increase workforce satisfaction and retention.

- Supervised Intake staff of full time and after hours employees- Managed initial and ongoing training for all intake staff - Provided second tier support for intake consultation calls - Coordinated investigator schedules with client appointments based on case specifics

- Obtained pertinent case information and evaluate information as it pertains to firm criteria - Created an outstanding initial experience for all clients - Consistently maintained status as top performing specialist with highest conversion rate and call volume - Reviewed accident reports to see if they meet firm criteria before sending firm marketing packet

26th Judicial District Public Defenders Office- Maintained court schedule for up to 18 attorneys - Created new case files for all assigned attorneys - Drafted, typed, and proofed correspondence and legal documents such as motions, orders, legal briefs, and subpoenas - Assisted in all manner of trial support, including attendance at hearings or trials as needed

- Served as the Lead Civil Domestic Violence Courtroom Clerk - Collaborated with sheriff's deputies, attorneys, judges, and other court staff to ensure maximum efficiency - Maintained courtroom calendar - Provided outstanding service to all members of the public

Duties Included:Answering multi-line phone callsCoordinate Day Camp activitiesPerform general administrative duties as assignedCollaborate with parents, faculty, and staff to best support students

Duties Included:Conducting interviews with clients residing in jailPerforming administrative tasks as assignedCompiling relevant information for investigators and attorneysMeeting with family members of clients to assist attorneys

Duties included:Managing student evaluationsMaintaining schedules of eight academic advisorsProviding outstanding customer serviceScheduling appointments for current and prospective students