Catherine Jackson
Belmont,NC
Summary
Intake Specialist with proven success at Mike Morse Law Firm, excelling in high volume client intake. Met closing performance expectations on auto accident cases with a closing percentage of 94% and above. Handled and vetted all case types including auto accidents, motorcycle accidents, trucking accidents, premises liability, dog bites, medical malpractice, criminal, probate and family law claims. Demonstrated expertise in Salesforce, Lead Docket and date entry. Assisted with training staff and always maintained a team approach. Fostered strong client relationships through compassionate support, empathy and effective communication.
Overview
11
11
years of professional experience
Work History
Intake Specialist
Mike Morse Law Firm
02.2020 - Current
- Answered new potential client calls and provided new clients with required paperwork to initiate service.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Completed intake assessment forms using Lead Docket, CasePacer and Salesforce.
- Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
- Utilized critical thinking skills to analyze complex client situations and make informed recommendations for appropriate services and support.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
- Maintained accurate, up-to-date client records for reliable reference and communications.
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
- Supported team members through collaborative problem-solving, leading to enhanced productivity and overall workplace morale.
- Facilitated smooth transitions between intake, claims verification and litigation departments by effectively communicating relevant client information at each stage of their journey within the organization when necessary.
- Facilitated smooth transitions between different departments by effectively communicating relevant client information at each stage of their journey within the organization.
- Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within the Intake Specialist role.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Enhanced client experience by conducting thorough intake assessments and accurately identifying their needs.
- Demonstrated adaptability when faced with changing circumstances or new challenges within the role, maintaining consistent performance levels.
- Maintained a 94% conversion rating between wanted leads and signed cases.
- Cultivated and maintained relationships with community members to facilitate outreach activities.
- Trained new members of intake staff on vetting process for all case types.
National Recruiter
RCS Corporation
03.2017 - 02.2020
- Establish and maintain credibility with clients through consistent submittals of qualified candidates
- Research client's job description and culture to ensure complete comprehension of needs
- Source potential candidates based on client and role needs utilizing the most effective engines and
advanced Boolean searches - Cold call and communicate with appropriate candidates to begin conversation regarding roles available.
- Thoroughly vet candidates to ensure proper match against role requirement
- Connect candidates with hiring managers via account executives
- Resume proofing, building, and redesign to maximize and highlight candidates qualifications
- Thorough interview preparation and debriefing to ascertain candidate’s viability with client and role
- Present, negotiate, and close offers for employment
- Conduct and validate every aspect of the on-boarding process
- Build a network of qualified candidates for current and potential roles
Shift Supervisor
Starbucks
09.2014 - 11.2017
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures
- Responded to and resolved customer questions and concerns.
- Assisted store manager in executing store operations.
- Deploy partners and delegate tasks to ensure store runs at optimal capacity
- Cash management; Opening and closing of cash drawers and safe
- Exhibited exceptional customer service through consistent interaction with patrons
- Tended to customer’s queries and needs to achieve customer satisfaction
- Trained and supervised partners from beginning of employment forward
- Received Partner of the Quarter; Recipient of multiple Mug Awards for exceeding job duties; Awarded Knowledge, Inspiration, and Connection pins
Education
Bachelor of Science - Sociology
University of North Carolina At Charlotte
Charlotte, NC01-2012
Skills
- Client intake
- Customer Service
- Data entry
- Training
- Proficient in Lead Docket and Salesforce
Timeline
Intake Specialist
Mike Morse Law Firm
02.2020 - Current
National Recruiter
RCS Corporation
03.2017 - 02.2020
Shift Supervisor
Starbucks
09.2014 - 11.2017
Bachelor of Science - Sociology
University of North Carolina At Charlotte
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