» Led operational support and two strategic groups for real estate valuation product with effective client relationship management from onboarding to complete project life cycle, expanding case success rate by 189% by improving case selection process.
» Liaised between attorneys and clients, building trust through regular communication and responsive action to improve user experience; directed process improvement projects, increasing client business document request efficiency by 400%
» Ensured accurate reporting by creating logical quality assurance functions, regularly updating dozens of analysis templates, making revisions related to changes in government policies, and keeping website and client communications up to date.
» Spearheaded transition to paperless project management, created two dashboards to replace dozens of case status reports, and developed client relationship and case status tracking dashboards to allow for asynchronous collaboration.
» Partnered with Sales Enablement to develop value projections for prospective clients, decreasing customer value projection report time by 20% and allowing for quicker pitch development.

» Analyzed client financial documents, connecting data to case strategies and drafting unique data points, supporting product lifecycle operations for 1-300 cases, completing 1000+ cases on 40 rotating annual deadlines, communicating with client teams to align business objectives, gather requirements, and write custom narratives to support legal case.
» Maintained group template repository, updated special use cases, wrote six new affidavit templates and dozens of text blocks, and translated 30+ client forms to Spanish.
» Improved ten financial modeling templates in Excel to calculate real estate valuation and presented results to attorneys.
» Surveyed stakeholders to identify process issues, organized swim lane charts, maintained and updated SOPs, and coordinated with business development, administrative, and client success teams on cross-functional projects.
» Interfaced with external consultants regarding process improvement and CRM design initiatives.