Emily Nielsen
Nundah,QLD
Summary
I am motivated to continually improve and extend personal skills and knowledge to attain increased responsibility and opportunities for professional growth.
I pride myself on being successful at thriving in high stress, high-pressure environments and situations involving constant change and vast ambiguity in data and instruction. I have exceptional communication skills and enjoy working with clients.
Overview
10
10
years of professional experience
Work History
Paralegal
James Noble Law
09.2018 - 03.2023
- Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
- Edited and proofread legal documents to verify accuracy.
- Maintained and updated organized client contact information to keep in touch with clients and provide updates on cases.
- Conducted detailed client intakes and entered information into company database.
- Communicated with clients, opposing counsel and court personnel to keep all parties informed on case updates.
- Assisted counsel in preparing answers, providing documentation, and information for discovery request.
- Prepared legal briefs, motions, and pleadings.
- Conferred with clients and other involved parties to gather and track case information.
- Liaised with other paralegals and legal staff to complete common tasks on schedule.
- Assisted in preparation of settlement proposals and agreements to help attorneys negotiate settlement in best interest of client.
- Examined and generated memos on statutory law, case law and federal and state regulations using online research databases, such as Westlaw and print sources.
- Communicated pertinent information to clients via phone, email, and mail.
- Contacted clients to schedule appointments and discuss progress of cases.
- Revised and finalised letters, briefs, and memos.
- Interviewed clients to obtain information relevant to cases.
- Produced legal documents such as briefs, pleadings and appeals.
Sales and Customer Service Consultant
Vita Group
06.2016 - 09.2018
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Documented customer calls in full to minimise confusion in future calls and facilitate complete resolutions to individual issues.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Provisioning daily 60 NBN orders.
- Answering and making a high volume of customer calls to discuss processes and order requirements.
- Balancing invoices to close customer cases and tickets.
- Liaising with Business Operations to ensure returned stock balances on invoices.
- Create spread sheets and record Gross Profit Reversals daily.
- Build Sales Orders to ensure stock matches repayment options.
- Case managing customer complaints at escalation level.
- Creating work instructions around processes for training purposes and implementing them into training.
- Assisting building process maps for both fixed and NBN services.
- Assisting in managing the team daily – sending out the daily communications, work allocation, notifying the team of any updates and setting out daily KPIS.
- Attending business meetings around the effectiveness and efficiency of work processes.
- Liaising with Telstra to ensure our business models are aligned.
- In bound calls
- Providing solutions for customer problems.
Warehouse Administrations Manager
Highbury Construction
01.2013 - 05.2016
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organised, and safe environment for employees and patrons.
- Onboarded new employees with training and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Improved safety procedures to create safe working conditions for workers.
- Controlled costs to keep business operating within budget and increase profits.
- Improved marketing to attract new customers and promote business.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Education
Graduate Diploma - Practical Legal Training
College of Law
Brisbane06.2023
Bachelor of Laws - Law
University of Southern Queensland
Toowoomba, QLD2022
BBA - Business Administration
Australian Catholic University
Brisbane, QLD2019
Skills
- Court Transcription
- Database Research
- Civil Law
- Records Management
- Document Filing
- Employee Development
- Microsoft Office Suite
- Resources Allocation
- Organisation and Multitasking
- Schedule Management
- Developing Policies and Procedures
- Customer Service Management
- Accounting Procedures
- Hiring and Training
- Stakeholder Management
- Performance Evaluations
Timeline
Paralegal
James Noble Law
09.2018 - 03.2023
Sales and Customer Service Consultant
Vita Group
06.2016 - 09.2018
Warehouse Administrations Manager
Highbury Construction
01.2013 - 05.2016
Graduate Diploma - Practical Legal Training
College of Law
Bachelor of Laws - Law
University of Southern Queensland
BBA - Business Administration
Australian Catholic University
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