Melody de Guzman
Pasig City
Summary
Dedicated and highly skilled Case Manager and Paralegal Coordinator with extensive experience in legal support, fraud analysis, and customer service. Bilingual in Spanish and English, with a proven track record in managing complex cases, conducting pre-employment screenings, and providing exceptional client service. Known for effective leadership, problem-solving abilities, and consistently achieving performance goals. Seeking to contribute to a dynamic organization in the legal or customer service field.
Offering passion for helping others, combined with strong organizational and communication skills, and eager to learn and grow in supportive environment. Brings dedicated approach to understanding and addressing client needs, with ability to quickly assimilate new information and procedures. Ready to use and develop problem-solving and interpersonal skills in Case Management, Paralegal role.
Overview
9
9
years of professional experience
Work History
Spanish Bilingual Hearing Case Manager, Paralegal
IFive Global | TABAK LAW LLC
11.2024 - Current
- Manage a caseload of clients seeking SSDI and SSI benefits, guiding them through the hearing and appeals process.
- Conduct detailed case assessments, ensuring eligibility requirements are met and advising clients on their rights and options.
- Draft legal documents, including petitions, briefs, and appeals, ensuring accuracy and compliance with Social Security Administration (SSA) regulations.
- Prepare clients for hearings, including helping them gather medical and vocational evidence, and preparing testimony.
- Coordinate with medical professionals, vocational experts, and other relevant parties to secure necessary evidence for hearings.
- Conduct legal research on SSDI and SSI regulations, case law, and procedural updates.
- Communicate with SSA offices and ALJs (Administrative Law Judges) regarding case status and hearings.
- Provide clients with ongoing updates on the status of their cases and offer expert advice throughout the appeal process.
Spanish Bilingual Paralegal Case Manager
Tabak Law LLC
04.2023 - 11.2024
- Provide administrative legal support for disability claims, managing cases until they are transferred to attorneys
- Collaborate with clients, attorneys, and external parties to ensure timely case progress and compliance with procedural requirements
- Track and monitor claims to ensure adherence to legal procedures, facilitating positive case outcomes
- Maintain clear documentation of case details and communicate effectively with all parties involved
Spanish Bilingual CSR - Fraud Analyst & Collections Representative / Tier 2
FIS Global
04.2022 - 04.2023
- Investigated fraudulent activities and potential theft within customer accounts for financial institutions
- Analyzed suspicious transactions, identifying risks and providing timely solutions for clients and the organization
- Assisted customers with payment options, negotiated payment plans, and processed refunds, chargebacks, and card block requests
- Managed complex Tier 2 cases and provided supervisor-level support for escalated customer issues
- Resolved complex issues by leveraging bilingual skills to understand customer needs and provide effective solutions.
Supervisor | Subject Matter Expert
Teleperformance
04.2021 - 10.2021
- Led a team of agents, allocating tasks and providing motivation to meet performance targets
- Delivered coaching and training to enhance team performance and improve customer service quality
- Monitored team metrics, tracked productivity, and provided feedback for continuous improvement
Supervisor | Team Lead
Teleperformance
10.2018 - 10.2021
- Conducted research and verified applicant data for accuracy and compliance with company standards
- Specialized in Latin American (LATAM) Spanish verifications, ensuring timely and accurate screening
- Acted as Subject Matter Expert for Spanish language verification processes, supporting both team members and clients
Subject Matter Expert
The Results Companies (ResultsCX)
08.2017 - 02.2018
- Provided reports on customer escalations, key performance indicators (KPIs), and operational metrics
- Conducted training for new hires and participated in final interviews for prospective employees
Subject Matter Expert
The Results Companies (ResultsCX)
10.2015 - 02.2018
- Provided reports on customer escalations, key performance indicators (KPIs), and operational metrics
- Conducted training for new hires and participated in final interviews for prospective employees
Retention Specialist
The Results Companies (ResultsCX)
04.2016 - 08.2017
- Enhanced customer satisfaction by resolving technical issues and fostering customer retention through proactive engagement
- Partnered with internal teams to implement retention strategies and resolve complex technical issues
Customer Service Representative & Technical Support
The Results Companies (ResultsCX)
10.2015 - 04.2016
- Assisted customers with Sprint telecommunication account inquiries, order processing, and troubleshooting
Education
Bachelor of Science - Political Science
CAP COLLEGE
06-2028
Paralegal Certification Masterclass - Criminal Law & Procedure
Villasis Law Center
10.2024
Certification of Completion - Paralegal Certification Seminar | English for Future Lawyers, Legal Forms, Pleadings, and Court Procedures
Villasis Law Center
09.2024
Ceritification of Completion - Spanish Language
Hola Amigos
04.2022
General Education -
Talangan National High School
01.2010
Skills
- Case Management
- Legal Support
- People Management
- Team Leadership
- Pre-Employment Screening
- Background Verification
- Fraud Detection
- Risk Management
- Exceptional Communication
- Customer Service Skills
- Microsoft Office Suite
- Legal Documentation
- Compliance
- Customer Retention
- Conflict Resolution
- Problem-solving
- Legal research
- Fluent bilingualism
- Training and mentoring
- Strong analytical skills
- Performance monitoring
- Customer feedback analysis
- Customer satisfaction measurement
- Case management
- Proficient in MS office
- Call center experience
- Goal oriented
- Performance improvement
- Assertiveness
- Time management
- Client communication
- Employee motivation
- Documentation skills
- Case documentation
- Strategic thinking
- Retention marketing
- Document drafting
- Strategic planning
- Staff development
Timeline
Spanish Bilingual Hearing Case Manager, Paralegal
IFive Global | TABAK LAW LLC
11.2024 - Current
Spanish Bilingual Paralegal Case Manager
Tabak Law LLC
04.2023 - 11.2024
Spanish Bilingual CSR - Fraud Analyst & Collections Representative / Tier 2
FIS Global
04.2022 - 04.2023
Supervisor | Subject Matter Expert
Teleperformance
04.2021 - 10.2021
Supervisor | Team Lead
Teleperformance
10.2018 - 10.2021
Subject Matter Expert
The Results Companies (ResultsCX)
08.2017 - 02.2018
Retention Specialist
The Results Companies (ResultsCX)
04.2016 - 08.2017
Subject Matter Expert
The Results Companies (ResultsCX)
10.2015 - 02.2018
Customer Service Representative & Technical Support
The Results Companies (ResultsCX)
10.2015 - 04.2016
Certification of Completion - Paralegal Certification Seminar | English for Future Lawyers, Legal Forms, Pleadings, and Court Procedures
Villasis Law Center
Ceritification of Completion - Spanish Language
Hola Amigos
General Education -
Talangan National High School
Bachelor of Science - Political Science
CAP COLLEGE
Paralegal Certification Masterclass - Criminal Law & Procedure
Villasis Law Center
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