Heather S.

About Heather S.

I have over 10 years of experience in leading and managing a team of customer service agents who provide exceptional service to our guests across various channels. I am skilled in resolving issues, achieving and exceeding the service-level agreements (SLA), and enhancing the customer satisfaction and loyalty.I am also responsible for the planning, staffing, organizing, and execution of the Customer Service Call Center, ensuring that all agents follow the best practices and utilize the available tools and systems. I analyze and report on guest and agent metrics, identify trends and improvement opportunities, and collaborate with other teams to relay and escalate customer feedback and website deficiencies. Additionally, I compose and manage all documentation for new system launches pertinent to the call center. I have a passion for delivering excellent customer service and a proven track record of success in the retail and communication industry.

Experience

1. Legal Assistant

   Bain & Barkley

   May 2025 — Present · Sugar Land, TX, US

   Provide legal assistance to “top billing” Insurance Defense Attorney • Manage 70+ case docket to ensure Court deadlines are adhered to. • Prepare Rule 194, Rule 195, DOEW, Counter-Affidavit, Notice of Filing Counter-Affidavit, and trial documents (i.e, Motion in Limine, Proposed Jury Charge, Witness and Exhibit Lists, • Prep Motions to Compel, Motions for Trial Continuance, and Notice of Hearings. • Prep Defendant(s) Discovery Request to Plaintiff (ROGS, RFP, RFA) and calendar response deadline. • Hire experts (i.e, doctors, accident reconstruction and/or biomechanical). • Prepare and bates label all materials produced. • Assist with obtaining Defendant(s) responses for Discovery (ROGS, RFP, RFA) and prepping responses. • Hire private investigators to contact Defendant(s) when necessary, perform social media canvas, surveillance, and background checks. • Coordinate and schedule depositions and mediations. • Schedule Court Reporter, prep No6tice of Deposition, and schedule pre-deposition phone calls with Defendant(s), and calendar, • Coordinate hearings, phone calls with Insurance Adjusters, opposing counsel, and Court Clerks. • E-file/E-serve filings, download served filings and any produced materials, and calendar deadlines.

Education

• Laconia High School

  Diploma

  1985 — 1986

• BURDETT Business College

  Associate's Degree, Business/Communications

  1986 — 1987