Lilibeth Hernandez
Tolleson
Summary
Driven Legal order processor with 2 years of experience eager to learn all aspects of the legal field. Fast-learning professional with skill in legal research and document drafting. Detail-oriented and collaborative worker.
Overview
8
8
years of professional experience
Work History
Legal Order Processor
Wells Fargo
11.2022 - Current
- Adhered to legal regulations to run compliant operations.
- Supported legal team by conducting research, drafting gathering information and interpreting legal documents.
- Checked records for accuracy and completeness, and corrected errors.
- Proven ability to learn quickly and adapt to new situations.
- Process legal orders, such as Search Warrants, State Agency Subpoena's, State Civil, State Criminal, Federal and State Grand Jury's, Bad Check Crime Reports, Elder Financial Abuse cases.
- Redact out of scope accounts and time frames from statements.
- Basic research on Hogan, FDR, Mars, OIB, Columbia, XPM.
- Account research, transactional research regarding checks and specific transactions.
- Speaking to Law enforcement agents, Attorney's, District Attorney's to collect details, and negotiate record production requests and scope to assist with burden to the bank.
Document Control Specialist
Wells Fargo
02.2022 - 10.2022
- Checked output images for proper sizing, resolution, and proportion requirements to meet quality standards.
- Analyzed documents to produce appropriate shades and best resolution in scanned reproductions.
- Followed security and privacy policies, standards and guidelines to protect informational assets of company and customers.
- Scanned, filed and transmitted various documents and adhered to digital filing procedures.
- Monitored and created control reporting to track performance of system and process integrity, vendors, internal workflows and SLAs.
Team Leader
CREDO Mobile
06.2019 - 01.2022
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Call customers to inform them about the company's new products, services and policies.
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items.
- Collaborate with other call center professionals to improve customer service
- Help to train new employees and inform them about the company's customer management policies
- Coaching members of my team
- Team Leader duties.
- Compile, sort and verify the accuracy of data before it is entered.
- Locate and correct data entry errors, or report them to supervisors.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Refer unresolved customer grievances to designated departments for further investigation.
- Account management and billing knowledge
- Sets Expectations
- Developed reputation as an efficient service provider with high levels of accuracy
- Care about your customer's privacy
- Typing tests: Here, you can assess whether the candidate can quickly and clearly communicate in writing, using good grammar and punctuation.
- Their ability to navigate software
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Solicit sales of new or additional services or products.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Social Media Customer Support
Gatestone
07.2017 - 06.2019
- Monitored service quality to support customer needs and promote loyalty.
- Formulated high-quality written storytelling and visual content for social media campaigns.
- Monitored corporate social media accounts and leveraged community support to promote brand and products.
- Helped social media team improve promotions and engagement by providing top-notch sports content targeted on specific audiences.
- Leveraged technology to respond to customer website, social media and email inquiries.
Education
GED -
BROOKLINE COLLEGE
Phoenix, AZ05.2025
Skills
- Strong communication
- Zendesk System
- Costguard System
- Active listening skills
- Interpersonal skills
- Rapport building skills
- Time management
- Organizational skills
- Computer literacy
- Phone skills
- Multilingual
- Customer service expertise
- Troubleshooting skills
- Fast-paced environment adaptability
- Flexibility
- Call center script adherence
- Researching customer accounts
Timeline
Legal Order Processor
Wells Fargo
11.2022 - Current
Document Control Specialist
Wells Fargo
02.2022 - 10.2022
Team Leader
CREDO Mobile
06.2019 - 01.2022
Social Media Customer Support
Gatestone
07.2017 - 06.2019
GED -
BROOKLINE COLLEGE
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