Margaret Bernard
Tucson
Summary
Dynamic Customer Service Representative with proven expertise at AFNI - Progressive Insurance, adept at resolving inquiries and enhancing customer satisfaction. Skilled in conflict resolution and data entry, I effectively navigated complex insurance policies, ensuring seamless transactions and fostering strong customer relationships. Committed to delivering exceptional service and support.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
AFNI - Progressive Insurance
09.2025 - 11.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers in navigating insurance policies.
- Input customer information to process insurance policies.
- Receive and process customer payments.
Legal Assistant
Solyn Law PLLC
04.2020 - 05.2024
- Drafted legal documents and correspondence for attorney review.
- Conducted legal research to support case preparation and strategy development.
- Organized and maintained case files, ensuring timely access to relevant information.
- Assisted in preparing for court hearings by compiling necessary documentation.
- Communicated with clients regarding case updates and scheduling appointments.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Assisted with trial preparation, including creation of exhibits, compilation of witness lists, and organization of evidence materials.
Legal Assistant
Jaszewski Law Firm
09.2018 - 04.2020
- Streamlined document management processes, improving retrieval times and accuracy of records.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Managed high-volume workload while maintaining strict attention to detail on every task such as drafting pleadings or summarizing depositions accurately.
- Facilitated timely resolution of legal matters by preparing and organizing essential documents.
- Delivered exceptional service to clients by assisting them with routine needs like obtaining copies of pertinent records or directing them to appropriate resources when needed.
- Contributed to client retention by delivering exceptional support services and maintaining high levels of satisfaction.
- Enabled successful case outcomes by accurately compiling and organizing evidence and supporting documentation.
- Drafted legal documents, including pleadings and motions, to support attorneys in various cases.
Legal Assistant
Dependable Personnel
04.2015 - 09.2018
- Reviewed and summarized depositions, pleadings, and discovery materials for attorney use.
- Trained new staff on office procedures and software applications to enhance efficiency.
- Responded to client inquiries, providing accurate legal advice and offering assistance.
- Reduced errors in court filings by meticulously proofreading documents for accuracy before submission.
- Streamlined administrative processes for better efficiency in handling caseloads, reducing paperwork backlog, and ensuring timely completion of tasks.
- Improved efficiency in document production and management through introduction of advanced software tools.
- Ensured compliance with legal procedures and court requirements through diligent monitoring and application of rules.
- Assisted in trial preparation by organizing exhibits, preparing witness lists, and coordinating trial logistics.
- Managed correspondence with clients, courts, and opposing counsel, maintaining professionalism and confidentiality.
- Contacted clients to schedule appointments and discuss progress of cases.
- Produced legal documents such as briefs, pleadings and appeals.
- Revised and finalized letters, briefs, and memos.
- Reviewed, edited and proofread litigation for proper grammar, spelling and punctuation.
- Interviewed clients to obtain information relevant to cases.
- Drafted legal documents and correspondence for attorney review.
- Conducted legal research to support case preparation and strategy development.
- Assisted in preparing for court hearings by compiling necessary documentation.
Legal Assistant
Law Office Of Ketti McCormick
07.2011 - 04.2015
- Handled billing tasks efficiently and accurately, ensuring smooth financial operations for the legal team.
- Enhanced office productivity by implementing efficient document management systems for easy retrieval and storage.
- Gathered key information during initial client intake interviews that contributed significantly to the formulation of effective legal arguments.
- Drafted accurate and persuasive legal correspondence, contributing to successful negotiations and settlements.
- Conducted comprehensive legal research using various resources such as online databases, law libraries, or government agencies to support case strategies effectively.
- Improved client satisfaction with prompt and effective communication regarding case updates and inquiries.
- Facilitated client meetings and consultations, ensuring all necessary documentation was prepared and available for attorney review.
- Communicated pertinent information to clients via phone, email, and mail.
- Researched statutes, decisions, legal articles, and codes.
- Attended court hearings and depositions to take notes and document proceedings.
- Collaborated with attorneys to develop strategies for each case.
- Prepared various exhibits for attorneys for public meetings, zoning commission meetings, and legal resolutions.
- Developed polished motions and briefs to support litigation processes and court proceedings.
- Contacted witnesses to testify under oath at court hearings.
- Organized and maintained case files, ensuring timely access to relevant information.
- Communicated with clients regarding case updates and scheduling appointments.
- Assisted with trial preparation, including creation of exhibits, compilation of witness lists, and organization of evidence materials.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
Customer Service Representative
The Temp Connection
03.2009 - 05.2011
- Assisted customers in navigating school registration processes efficiently.
- Maintained accurate records of customer interactions to enhance service quality.
- Educated parents on school policy features, benefits, and delivery options effectively.
- Provided feedback to management on common issues for continuous service improvement.
- Developed strong rapport with customers, fostering loyalty and satisfaction consistently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Paralegal Studies
Pima Community College
Tucson, AZHigh School Diploma - General Studies
Catalina High School
Tucson, AZ06.1979
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft outlook
- Follow-up skills
- Documentation
- Customer relationship management (CRM)
Timeline
Customer Service Representative
AFNI - Progressive Insurance
09.2025 - 11.2025
Legal Assistant
Solyn Law PLLC
04.2020 - 05.2024
Legal Assistant
Jaszewski Law Firm
09.2018 - 04.2020
Legal Assistant
Dependable Personnel
04.2015 - 09.2018
Legal Assistant
Law Office Of Ketti McCormick
07.2011 - 04.2015
Customer Service Representative
The Temp Connection
03.2009 - 05.2011
Paralegal Studies
Pima Community College
High School Diploma - General Studies
Catalina High School