ronnel M.
Senior Virtual Legal Assistant
Open to offersNew to PlatformAbout
Ronnel M. is a seasoned Virtual Assistant with over a decade of proficiency in administrative support and customer service, emphasizing operations within legal and aviation sectors. His extensive experience includes over three years supporting U.S.-based businesses and personal injury law firms, as well as back-office management for Frontier Airlines. Ronnel's key skills include managing client communications, handling medical records, coordinating insurance claims, and preparing legal documents like Letters of Representation. At firms like Pusch & Nguyen, Ronnel executed tasks such as retrieving detailed medical records and ensuring HIPAA-compliant workflows. His tenure at Expedia and Straight Talk Wireless solidified his command over complex customer service and technical support scenarios, utilizing systems like Amadeus and Salesforce CRM to streamline processes and heighten performance. Equipped with proficiency in tools like CasePro and Microsoft Office, Ronnel is committed to delivering meticulous support that aligns with industrial standards and client needs.
Experience
Virtual Legal Assistant | Intake Specialist | Document Retrieval Specialist
Pusch & Nguyen Law Firm | The Nguyen Law Firm | Huan Mena Law Firm · 2023 — 2026Provided support to several U.S.-based Personal Injury law firms, focusing on administrative tasks, client assistance, medical records retrieval, and pre-litigation case management. Managed client communications, conducted interviews to collect relevant case details, and scheduled consultations with attorneys. Evaluated case information, maintained accurate records, and followed up with clients for document collection. Retrieved medical records and other documentation from healthcare providers while ensuring compliance with HIPAA regulations. Coordinated communications with clients and various stakeholders to facilitate case progression and prepared legal documents.Back Office Agent (Non-Voice) | Administrative Support
Frontier Airlines · 2019 — 2023Handled customer refunds, travel credits, and ticket adjustments while adhering to airline policies. Responded to customer inquiries via email and social media, providing professional support for flight changes and reservations. Updated customer records and documented details accurately within internal systems. Collaborated with teams to address customer issues and enhance operational efficiency.Customer Service Representative | Tier 2 Support Supervisor
Expedia Travel Agency Account – Teleperformance Inc. · 2016 — 2019Addressed complex customer issues related to travel disruptions, flight modifications, and refunds. Provided escalated support by troubleshooting advanced concerns and offering viable solutions using Amadeus, Sabre, and airline reservation systems. Assisted clients with both domestic and international travel arrangements, ensuring adherence to airline guidelines. Managed high volumes of customer interactions while maintaining quality and satisfaction.Customer Service & Technical Support Representative
Panasiatic Solutions | Straight Talk Wireless Account · 2013 — 2016Delivered customer service and technical support concerning mobile devices and wireless services. Diagnosed various technical problems related to device setup and connectivity. Assisted customers with account management and payment issues, ensuring accurate documentation of all interactions to improve service quality and user experience.
Skills & Expertise
Education
- College Graduate – SeafarerJohn B. Lacson Colleges Foundation – Bacolod
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