Vanessa Pangheem
Toowoomba,QLD
Summary
Proactive and goal-oriented professional with years of administrative and customer service experience in the legal industry. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Committed to making meaningful contributions and advancing organisational goals.
Overview
5
5
years of professional experience
Work History
New Client Team Operator
Shine Lawyers
01.2022 - 03.2024
- Conducted detailed client intakes, entered information into company database and referring to appropriate legal departments;
- Effectively responding to inbound calls and managing other communication such as emails and live online enquiries;
- Cultivating strong relationships with new enquirers by interpreting their needs, demonstrating empathy and understanding, then connecting them with the relevant legal team members or providing referrals to third party organisations;
- Accurately recording new enquiry information, assessing the liability and quantum of the matter and booking appointments at branches across Australia;
- Supporting the New Client Team with administrative tasks and optimising the use of internal systems to process information;
- Effectively liaising with the legal department regarding new enquiries and existing client concerns or complaints;
- Providing ongoing feedback to the leadership team about processes to enable growth and improvement; and
- Proactively building strong relationships in the team and across Shine, creating a progressive working environment.
Administrative Assistant / Paralegal
Shine Lawyers
07.2021 - 12.2021
- Ensuring accurate client profiles in database and creating electronic and physical files according;
- Reviewing daily declined legal enquires and entering into relevant company database;
- Conducting investigations into declined enquiries if necessary, compiling information and providing to solicitor for review and final determination;
- Drafting and sending letters to clients, defendants and third parties;
- Legal research and drafting of legal documentation;
- Conducting perusals of medical records, Centrelink records and other governmental files;
- Scanning, photocopying, filing and saving documents into the relevant database; and
- Travelling to incident locations in Queensland for inspections and appointments.
Personal Assistant to the Owner
About Time for Justice
06.2021 - 07.2021
- Creating and updating client profiles in company database;
- Responded to emails and other correspondence to facilitate communication and enhance business processes;
- Maintained appropriate filing of personal and professional documentation; and
- Reviewing of client information and determining appropriate personal injury plaintiff law firm for referral for legal representation.
Legal Intern
Queens Arms Chambers
03.2021 - 03.2021
- Attended court hearings with barristers for observing legal proceedings and taking notes for future reference;
- Assisting in organising and preparation of legal briefs; and
- Reviewing case materials such as photographs and video footage and writing file notes to build a strong case.
Abuse and Family Law Paralegal
Munro Legal
04.2020 - 01.2021
- Locating and corresponding with clients in Queensland and New South Wales correctional centres;
- Provided exceptional client service by responding promptly to inquiries and addressing concerns in a professional manner;
- Maintaining solicitor’s calendar, providing timely reminders and scheduling client appointments;
- Managed deadlines efficiently by prioritising tasks, resulting in timely filing of court documents and servicing to parties as per court requirements;
- Effectively managing safe custody documents by ensuring documentation are accurately recorded in database and safely stored;
- Applying for governmental funding and claiming grants promptly to ensure matters are running in a timely manner; and
- Maintained a high degree of confidentiality while handling sensitive client information and legal matters.
Legal Receptionist
Munro Legal
02.2019 - 04.2020
- Scheduled initial client appointments and overseeing calenders with attention to detail;
- Ordering office supplies and coordinated with courier deliveries for facilitating smooth operations;
- Answered phone calls promptly, directing inquiries to appropriate staff members;
- Greeted clients and visitors warmly and serving light refreshments to create a welcoming atmosphere;
- Managed incoming and outgoing mail, distributing correspondence to relevant personnel;
- Handled client inquiries in a professional and timely manner, resulting in a high level of customer satisfaction and trust in the firm; and
- Providing basic administrative support including filing, photocopying, scanning and dictation.
Education
Bachelor of Laws - Law
University of Southern Queensland
Toowoomba, QLD08-2025
Skills
- Communication
- Teamwork and collaboration
- Critical thinking
- Customer service
- Call center experience
- Problem-solving
- Administrative support
- Computer skills
- Transferable skills
Languages
English
Native or Bilingual
Interests
- Volunteering
- Christian conferences
- Travel and cultural experiences
Timeline
New Client Team Operator
Shine Lawyers
01.2022 - 03.2024
Administrative Assistant / Paralegal
Shine Lawyers
07.2021 - 12.2021
Personal Assistant to the Owner
About Time for Justice
06.2021 - 07.2021
Legal Intern
Queens Arms Chambers
03.2021 - 03.2021
Abuse and Family Law Paralegal
Munro Legal
04.2020 - 01.2021
Legal Receptionist
Munro Legal
02.2019 - 04.2020
Bachelor of Laws - Law
University of Southern Queensland
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