Mikaela Olivera

I am a motivated and results-driven team leader with extensive experience in legal intake, customer service, and remote team management. My career has been defined by my ability to adapt to fast-paced environments while consistently hitting performance metrics and driving process improvements. I pride myself on being a strong communicator who enjoys coaching teams, improving workflows, and leveraging data to enhance performance.

Currently, I lead a Legal Intake team at Top Dog Technologies, where I ensure efficient lead management and adherence to performance metrics in a dynamic call center environment. My role involves collaborating cross-functionally with senior leadership and vendors to enhance service quality through innovative solutions like post-call customer satisfaction surveys. I have successfully created and implemented standard operating procedures to streamline workflows, and I actively manage performance metrics to optimize team outcomes.

Previously, I worked as a Paralegal at Kam, Ebersbach & Lewis P.C., where I supported attorneys in managing personal injury cases. My responsibilities included legal research, drafting documents, and maintaining communication with clients and medical professionals. My bilingual skills have allowed me to serve as a liaison between plaintiffs and attorneys, ensuring clear communication and effective case management.