Aisha Flecha, Customer Service Representative

About

My name is Aisha Flecha. 32 years of age, with a little over 10 years of customer service experience in personal injury law. Also, reservations, security and dispatching. I enjoy working with others and turning negative situations into positive warm ones.

Experience

ADT

Nov 2021 – Aug 2023

Orlando, Florida

Remote Customer Service Monitoring Representative

Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties. Paying attention to detail while documenting alarm handling procedures within the alarm screens. Completing alarm processing in accordance with departmental procedures. Providing alarm reset instructions and basic troubleshooting to customers during outbound alarm calls and inbound alarm call backs. Receiving inbound calls related to alarm call back inquires.

Martinez Manglardi P.A.

Oct 2020 – Feb 2021

Orlando, Florida

Paralegal

Keep up with clients treatment status, follow up on policies, request medical records, and billing statements. Assist clients with any questions and concerns they may have had. Assist with recorded statements. Scheduling any attorneys telephone conference request. Work up any/all files to demand.

Pardy & Rodriguez P.A.

Sep 2019 – Mar 2020

Orlando, Florida

Paralegal

Assisting workers compensation attorney, calling and gathering important medical records, assisting clients, getting files ready for court dates, filling petitions, and any assistance attorney needed.

JetBlue

Nov 2016 – Dec 2018

Orlando, Florida

reservation crewmembers

As a Reservations Crew I was responsible for providing excellent customer service over the phone. I had to meet the Customer’s needs through prompt responses to Customer inquiries and requests. I had to have effective problem-solving skills, consistently provide excellent customer service, and contribute to the development of a growing team environment. After initial training had been successfully completed, our positions were handled from home. Some of my responsibilities, were to answer continuous calls and digital messages (i.e. chat, SMS text, email, etc.) regarding general information about airline travel on JetBlue. Provide the JetBlue experience to every Customer, every time. Perform activities including viewing and sitting in front of a computer terminal, navigate and toggle between multiple screens, talk and type at the same time and navigating menus and screens on a computer terminal. Sell ancillary products from incoming calls. Resolve general customer service concerns through effective customer service techniques. Send and receive email correspondence. Initiate searches for miscellaneous travel-related information on the Internet. Work independently and in a team environment.

Trial Professionals

Aug 2014 – Oct 2016

Orlando, Florida

Legal Assistant

Communicate with the attorneys and paralegals on behalf of clients via outlook and phone. Investigate the fact of a case, collect all evidence, communicate with insurance company, and speak with witnesses. I also retained all police report and medical records needed. Negotiate and put together demands per attorney's request. Maintained and schedules appointments with customers and attorney.

Morgan & Morgan P.A.

Aug 2011 – Aug 2014

Orlando, Florida

Legal Assistant

Receive incoming calls, screen calls for acceptance or rejection of new cases. Communicate with the attorneys and paralegals on behalf of clients via outlook and phone. Look up clients in client profiles, and Collect information for class action suits, provide follow up services, state bar numbers and potential referrals to other law firms. Answer email correspondence and/or accept Live chats of potential new clients. Provide back up to receptionists; help train new employees when asked to do so. Screen and possibly sin-up walk in clients for new cases. Meet or exceed all quota based on monthly intake job requirements. Complete intakes with client's medical history, conditions and prescribed medication which are reviewed by the Social Security coordinator in our firm to verify if it's a valuable case. If accepted I inform the client and complete both SSDI and SSI applications. Also handled complaint calls.

Education

Cypress Creek High School

Aug 2005 – May 2009

High School Diploma

Aisha Flecha

Customer Service Representative

Skills

Languages