JPJuan Sebastian Perlaza
@juansebastianperlaza
Customer-focused legal intake and operations leader skilled in CRM and analytics.
United StatesWhat I'm looking for
I am a client-centered Legal Intake Specialist and operations leader with extensive experience managing high-volume inbound communications and guiding clients through sensitive processes with empathy and professionalism.
I have led remote and on-site teams, consistently meeting key performance metrics such as CSAT, QA, FCR, and AHT, while using Root Cause Analysis and Power BI to drive measurable improvements.
My technical expertise centers on Salesforce CRM integrations, DocuWare, DocuSign, Genesys, Zendesk, Power BI, and Google Workspace, which I combine with strong communication, attention to detail, and problem-solving skills to streamline workflows and improve conversion and satisfaction rates.
I am pursuing a Bachelor's Degree in Business Administration and bring a proactive, organized approach to operations, intake, and client management, prioritizing confidentiality, compliance, and positive first impressions.
Experience
Work history, roles, and key accomplishments
Legal Intake Specialist
Now Analytics
Jun 2025 - Present (3 months)
Manage incoming client calls, emails, and online inquiries, conduct detailed intake interviews to assess case viability, and enter confidential case data into the CRM while coordinating transitions to attorneys and supporting lead tracking and marketing efforts.
TALed a remote team to exceed CSAT, QA, FCR and AHT targets, used root cause analysis and Power BI to drive performance improvements, and managed staffing, audits, and IT escalations to maintain operational continuity.
Team Leader
Vital Imaging Center
Sep 2020 - Dec 2022 (2 years 3 months)
Supervised a 15-person team to manage appointment scheduling across multiple centers, resolved overbooking and cancellations with empathetic communication, and produced performance reports to drive staff improvements.
Education
Degrees, certifications, and relevant coursework
UQUniversidad del Quindío
Bachelor's Degree in Business Administration, Business Administration
2019 -
Pursuing a Bachelor's Degree in Business Administration at Universidad del Quindío since 2019.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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