Po (Emily) Yan Email & Phone Number

Costa Mesa, California, United States

• File, Scan, Copy, Mail, and Fax• Greet and serve clients, vendors, counsels as well as organize and keep conference room tidy• Update both digital and physical case files by saving and printing new documents and updating service lists• Case Manager for automobile personal injury cases• Experience with discovery shells/templates• Experience with preparing retainers and new client files• Excellent attention to detail and problem solving capabilities• Knowledge of California Court filing/e-filing procedures• Process and distribute mail, correspondence, memoranda, office supplies, etc.• Calendaring and scheduling depositions, meetings, appointments, hearings, conflict checks, monitoring and flagging deadlines• Experience assisting with trial preparation needs including, trial binders, exhibits, deposition transcripts and notice of lodgment• Prepare, draft, e-file and serve correspondence, notices, deposition subpoenas, petitions, motions, discovery.• Daily verbal and written communication with clients, opposing counsels, Court clerks by phone and e-mail

Filing, Scanning, Copying, Mailing, FacsimilePrepare, index and create new case filesPerform time entry billing and prepare outgoing monthly invoices Daily verbal and written communication to clients and court clerksListen to recorded dictations and transcribe information into typed documents

Irvine, California, United States

Civil Litigation ICivil Litigation IILegal ResearchLegal WritingContractsTortsEthics for the ParalegalTechnology PracticumCorporate Law

Direct point of contact for all things product related: formulation, supplement facts, serving suggestion Created and periodically update knowledge base within excel of past and current products as direct point of reference for customer service department Expert in social media replies on both public and private platformsOutbound telephone calls to meet company demands and interestResolve an average of 200 email on a weekly basisFamiliarity with Microsoft Teams, Gorgias, Intercomm, Sellics, TargetBay and Purecloud CRM tools

Addressed high inbound/outbound tickets, reviews and questionsManaged monthly catalog audits across all products, correcting any grammar or content related improvements Handled reporting of customer related interactions, analyzing trends and alerting management of potential issue trendsResolved an average of 300 inquiries in any given week and consistently met performance benchmarks in many areas.Maintained an average of 90% customer satisfaction rating to date Content recommendations to improve customer experience

Utilized Zendesk Insights Reporting Analytics to further improve and enhance customer service offerings and workflow (Ticket count, First reply time, First response time, SLA, etc.)Shopify Analytics to generate refund reports to track various return and/or cancellation reasonsShopify Flow reporting tool

Accurately and efficiently recorded information into Ticket Wizard Entered 400+ parking citations daily into Ticket Wizard softwareCorresponded with various clients to obtain information to complete missing dataAnalyzed pre-entry data for errors and mistakesEfficient in 10-Key

Managed a team of 8 agents, who are critical to the support of our customers.Evaluated customer complaint trends daily and reported them to the executivemanagement team in order to rectify the issue.Coordinated and provided the customer’s perspective for promotional and campaignemails between departments.Provided exemplary customer support to clients and merchants on disputes byassessing and resolving their issues as needed via phone and email.Assisted our business process outsourcing provider’s phone calls and email contactsin order to improve quality of service.Audited and coached our business process outsourcing provider’s phone calls andemail contacts in order to improve quality of service.Assisted in forecasting claims on a weekly basis by evaluating trends and reporting tomanagement.Provided accurate budgeting concessions for customer service refunds on a monthlybasis for accounting reportingResolved BBB Disputes, Google Disputes and Marketplace Guarantee Claims

Inbound Calls and Outbound Calls via ZendeskIncoming and Outgoing Emails via ZendeskLive chat via Zendesk

Clerical dutiesMulti-line phone callsAssisted with inbox inquiries

Legal Assistant/Paralegal

Bachelor'S Degree, Sociology