Hi, I’m
MELISSA MIGGINS
Executive Legal Assistant
Medellín,ANT
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
7
years of professional experience
2
Languages
Work History
TrademarkiaRemote - US Based Company
Executive Legal Assistant
02.2023 - Current
Job overview
- Conduct structured legal review of trademark records, filings, ownership data, and status histories to support attorney decision-making.
- Analyze documentation to identify inconsistencies, deadline risks, and ownership or authorization issues prior to submission.
- Maintain and audit legal trackers for filings, renewals, Office Actions, and compliance deadlines to reduce errors and missed actions.
- Prepare clear, client-facing summaries explaining legal status, next steps, and risk considerations.
- Coordinate directly with U.S. attorneys, clients, and internal teams while handling confidential legal records.
- Improved client retention rates through exceptional customer service skills and timely responses to inquiries.
- Conducted comprehensive legal research to inform decision-making, utilizing both online databases and traditional resources.
TeleperformanceGuyana - Hybrid
Operations Supervisor
11.2021 - 02.2023
Job overview
- Supervised and lead a team of customer service representatives, including hiring, training, scheduling, and performance evaluation.
- Led day-to-day operations; documented SOPs for escalations, scheduling, and incident handling to stabilize quality at scale.
- Identifying and implementing process improvements to enhance service efficiency and customer satisfaction.
- Worked closely with other departments, such as sales, marketing, and product development, to ensure a cohesive approach to customer service.
- Set up KPI reviews and feedback cadences; coached teams against clear QA criteria to lift consistency and reduce rework.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Completed bi-weekly payroll for 15 employees.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Enhanced team productivity by providing ongoing coaching, and mentoring to staff members.
TeleperformanceGuyana
Quality Analyst
10.2020 - 11.2021
Job overview
- Regularly monitor and evaluate customer service interactions (calls, emails, chats) to ensure adherence to company policies, procedures, and quality standards.
- Provide constructive feedback and coaching to customer service representatives to improve their performance and enhance customer satisfaction.
- Analyze customer feedback and complaints to identify common issues, root causes, and opportunities for improvement.
- Develop, analyze, and report on performance metrics, and key performance indicators (KPIs), to identify trends, areas for improvement, and training needs.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Audited interactions, identified failure modes, and wrote corrective SOP updates; reported quality metrics to leadership for process fixes.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
TeleperformanceGuyana, Departamento de Santander
Customer Service Specialist
10.2018 - 10.2020
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated chats efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved complex escalations with structured troubleshooting, documenting repeatable steps for future use.
Education
University of California, IrvineCalifornia
Course from Project Management: The Basics for Success
05.2024
University of GuyanaGuyana
Associate of Science from Communication Studies
11.2023
Zeeburg Secondary SchoolGuyana
High School Diploma
Skills
Adaptability & Stress Tolerance
Interpersonal Skills & Effective Listening
Conflict Management & Mentorship
Critical Thinking & Prioritization
Operations & Project Management
Project Management & Office Administration
Meeting Scheduling
Confidentiality, Compliance & Quality Control
Client & Customer Focus
Customer Relations Management
Legal research
Document management
File organization
Litigation support
Client communication
Confidentiality
Calendar & Deadline Management
Timeline
Executive Legal Assistant
Trademarkia
02.2023 - Current
Operations Supervisor
Teleperformance
11.2021 - 02.2023
Quality Analyst
Teleperformance
10.2020 - 11.2021
Customer Service Specialist
Teleperformance
10.2018 - 10.2020
University of California, Irvine
Course from Project Management: The Basics for Success
University of Guyana
Associate of Science from Communication Studies
Zeeburg Secondary School
High School Diploma