Interview: Mary Lois Rodriguez-Aspillaga, Customer Support Specialist
At One Legal, we’re a diverse team of over 150. Based across California, at our headquarters in the Bay Area and in branch offices around the state, we work together every day to ensure that we deliver a seamless and high-quality experience to our customers.
We’re really proud of our team and the broad range of skills and talents we possess. Over the next few months, we’ll be posting a series of short interviews with some of our staff so that you can better get to know the people behind One Legal.
This month we interviewed Mary Lois Rodriguez-Aspillaga, a member of One Legal’s 16-person strong Customer Support Team.
Q1: You’ve been with One Legal for three years now. What brought you into the legal sector?
Before starting out at One Legal, I was an on-call substitute daycare teacher. That was fun, but I wanted a change! I came across an office recruitment agency and submitted by resume to then. My first assignment was with a printing company, and then I got an offer to come to One Legal. To be honest, I was hesitant at first – going from nursing school to the legal services sector. But I love to learn, and I love to talk to people, and it wasn’t long before I went from being an on-call agent to a part-time agent and then to the full-time Customer Support Specialist I am now.
Q2: What does being a One Legal Customer Support Specialist involve?
It’s our job in customer support to help our customer’s overcome their problems as quickly and as effortlessly as possible. So the job for me involves answering customer calls, watching the call queue (to ensure that we’re answering incoming calls in as few second as possible), following up with customers we have assisted earlier in the day/week to ensure that their problems are fully resolved, answering customer questions and queries submitted via email, and carefully noting any customer suggestions, comments, or complaints to ensure that they reach the right people within the company.
Q3: What’s a typical day like for you?
The beginning of every day is about getting set up for success: clocking in and then opening all of the programs that I’ll need to take calls and quickly help customers, like ShoreTel (our phone system), Desk (our knowledge base), and ServiceHub (where I can see customer accounts). Once logged in and prepared, the day is all about dealing with customers contacts as fully as possible and making sure that no one is ever waiting too long to speak with somebody.
A typical day for me will consist of the following tasks: taking calls, tracking calls, making outbound calls, sending escalations to the right people to be dealt with quickly, following up either with our customers or with our branches, etc.
Often the things that I do every day can be similar, and even repetitive but can be rewarding and humbling when you know that you helped satisfy a customer, helped them meet their needs and I’ve got to hear great and positive feedback from them. I often really feel like I’ve accomplished something at the end of the day.
Q4: What’s your favorite thing about working at One Legal?
Working for an award-winning company like One Legal is definitely exciting. If I had to pick my number one favorite thing about working here, I would have to say it is working with such a variety of different customers.
It’s really fun to meet and talk to so many different types of customers as I find that it builds and refines my character as an individual. Also, adapting to cater to different customers with different needs, and have different levels of experience with One Legal is an important part of my job and allows me to have a variety of experiences.
I’ve grown so much since the day I started. Not only in my knowledge in the legal field but also as an individual.
Q5: You help One Legal’s customers to solve their problems every day. What’s the best thing someone has said at the end of a call?
I remember a recent call helping a customer to place a court filing order. He was an older gentleman who had less experience with computers. At One Legal we want to make sure that all of our customers can succeed. So I spent over an hour on the phone with him, carefully helping him to get his documents ready to upload, going through our workflow with him, and getting his documents successfully filed.
I’ll always remember what he said at the end of our call: “you have been nothing but patient, friendly young lady. You have no idea what you just did. You should get a raise. We need more people like you.”
Q6: Finally, can you tell us one interesting thing about your life outside of work?
In my spare time, I’m an intern youth and young adults pastor and part of the leadership of my church in Santa Rosa. I work really closely with our youth and young adults. I love to help them in any way I can, empower them that there’s always hope for change, and to share God’s love with them. My heart is to see this generation rise up and reach their God-given destiny.
Remember that at One Legal we have a California-based Customer Support Team available via phone or email every weekday between 8:15 am and 5:30 pm. Need help? Mary and the rest of the team will be happy to assist you via 1-800-938-8815 or email@example.com.