Olivia Farrell

• Streamlined call center processes for improved efficiency and reduced wait times.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Answered constant flow of customer calls with minimal wait times.
• Met customer call guidelines for service levels, handle time and productivity.
• Answered between 20 to 30 calls whilst progressing complaints

• Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
• Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
• Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
• Helped maintain office security by monitoring visitor access and issuing badges as needed.
• Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
• Reduced incoming call response time by implementing an effective call routing system.
• Managed conference room schedules to ensure efficient use of space for meetings and other events.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Answered phone promptly and directed incoming calls to correct offices.

· Communicated with clients regarding projects.

· Trained and assigned tasks to team members.

· Managed submission from team to meet timely deadlines.

· Gathered and analysed feedback from customers to gauge satisfaction.

· Addressed customer complaints and resolved issues.

· Edited and revised content to comply with organisation guidelines.

· Answered phone calls and responded to emails from clients.

· Produced timeline and logistics for planning events.

· Registered contact list of collaborators on database to maintain accurate information.

· Answered over 50+ phone calls a day and responded to emails from clients.

· Analyse legal document, regular meetings with clients, arrange invoices, monitor the department financially through billing to meet regular milestones.

· Experienced in all Microsoft packages and LEAP providing an efficient productive approach to legal works.

· Point of contact for clients, coordinator of appointments, liaison with lawyers, keeping the key dates in mind and diarising them accordingly

· Continuous studying of case law and family law outside of working hours to proactively expand my knowledge of law.

· Supporting solicitors during trial preparing of key documents, fact checking, preparing evidence for presentation and tracking case developments.

· Kept and maintained accurate filing system for preservation of office information.

· Received, sorted and distributed incoming mail.

· Answered 50+ calls a day and diverted clients to the correct departments, or fed the correct information to the correct employee

· Progressed and improved computer literacy adapted emailing techniques and gained great confidence digitally coordinating daily tasks.

· Over-time progressed onto a Legal assistant in the criminal department; initially, preparing materials which helped strengthen a case for a solicitor.

· Reported case progress to clients with warm and professional style.

· Managed client files with highest levels of confidentiality and discretion.

· Handled complex scheduling for appointments and court appearances.

· Delivered legal research and analysis to effectively resolve cases.

· Developed strong working relationships with clients, lawyers and court staff.

· Co-ordinated a high volume of calls, planning of appointments and organizing of resources to suit.

· Managed all front of house activities in line with the companies' policies and procedures.

· Monitored and updated budget and account records.

· Assisted the hairdresser in cutting, prepping, styling and blow- drying client's hair.

· Coordinated and facilitated company social outings and lunches, showing up to event venues in advance to make preparations.