Experience

Express Network, A Legal Support Network Co.

• United States
• Legal Services
• 1 - 100 Employee

• Director of Business Relations

  • Jun 2023 - Present

• Major Account Director

  • Dec 2022 - Jun 2023

• Client Relations Manager

  • Nov 2022 - Dec 2022



First Legal!

• United States
• Legal Services
• 100 - 200 Employee

• Deposition Client Care Manager

  • Dec 2020 - Oct 2022

  -Collaborate with Director of Operations to achieve the company vision of focusing on excellent customer service.-Streamline operations to optimize the user experience by improving departmental workflows in efforts to increase efficiency and effectiveness.-Manage customer expectations to enhance the client experience by establishing protocol and create technological solutions for internal communication between departments.-Monitor third party vendor interactions and oversee the interactions between third party vendors and client care staff.-Assist Division President with special projects, discount determinations, proposal negotiations, and documentation.-Assist with tasks in other departments to mitigate service errors and customer dissatisfaction.-Provide sales support with high level customer service, competitive pricing quotes, dispute resolution, new lead qualification and proposal negotiations. Show less

• Court Reporting Billing Specialist

  • Dec 2017 - Dec 2020

  -Billed and emailed invoices to clients utilizing RB8 and Solaria.-Process invoices for third party vendors and independent contractors-Assist clients and resources with inquiries and requests.-Researched and proposed resolution for client billing disputes and discount requests.-Developed and improved client quote templates

• Sales Operations Analyst

  • Jun 2015 - Dec 2017

  -Created and audited monthly sales commission reporting for multiple divisions.-Maintained sales compensation plans and updated billing systems as needed-Reported and summarized sales metrics and performance to the Vice President of Sales.-Prepared Billing Trends and distributed to the sales team.

• Invoicing Specialist

  • Nov 2013 - Jun 2015

  -Close month end and distribute month end reporting to executive management.-Distributed a high volume of invoices through Datatrac and TriStar, from weekly, bi-monthly and monthly cycles.-Developed strategies to streamline the invoicing processes, such as enhancing excel data and utilizing pivot tables and VLOOKUPs to save extra time with manual processes.

• Billing Disputes Specialist

  • May 2012 - Nov 2013

  -Assist in responding to emails surrounding billing inquiries and disputes-Distributed invoices via email on a daily basis-Researched disputes using various channels and documented recommendations-Conducted weekly meetings with the office manager to make recommendations for operations improvement and obtain discount approval.

• New Accounts Specialist

  • Mar 2011 - May 2012

  -Processed Customer Applications to verify data and submit for background investigations.-Established customer accounts and coded accounting terms, billing contacts, and commissions within Datatrac and TriStar-Qualified new leads and deferred to sales management for sales rep assignment.-Prepared and distributed welcome letters to new clients.