Genesis has built her career in personal injury intake since 2019, bringing hands-on experience in client communication, lead conversion, lost opportunity recovery, training, quality assurance, and intake operations. Her career has grown from frontline Intake Coordinator and Outbound/Lost Opportunities Lead to her current role as Intake Key Specialist at Law Bear, where she serves as a critical operational support partner to the Vice President of Intake.
With a strong understanding of both the client-facing and operational sides of intake, she helps keep the department organized, accountable, and moving forward while supporting the team members who are on the front line of the client experience.
Role at Law Bear
As Intake Key Specialist, she serves as an operational backbone for the Intake Department and works closely with the VP of Intake to ensure the department runs efficiently and consistently.
Her responsibilities include:
- Supporting the VP of Intake: Provides day-to-day operational support, reporting, call coverage, quality assurance, and administrative assistance.
- Monitoring Intake Performance: Supports KPI tracking and reporting, helping identify trends, opportunities, and areas for improvement.
- Serving as a Team Resource: Acts as a go-to resource for intake coordinators, helping answer questions, troubleshoot challenges, and provide day-to-day guidance.
- Supporting Quality Assurance: Helps maintain consistency in intake processes, policies, procedures, and client interactions.
- Handling Calls: Steps into inbound and outbound calls as needed to ensure prospective clients receive timely attention and no opportunity goes unmanaged.
- Supporting Department Growth: Helps build and maintain the operational structure needed for the Intake Department to scale alongside the firm's growth.
Career Highlights
- Personal Injury Intake : More than seven years of experience working in personal injury intake, developing expertise in client communication, lead management, conversion, follow-up, and intake operations.
- Lost Opportunities Leadership: In 2021, took on additional responsibility as Lost Opportunities Lead, focusing on re-engaging prospective clients who had previously been lost and creating opportunities to improve overall conversion.
- Outbound Intake Leadership: Previously served as a Lead Coordinator for Outbound Calls and Lost Opportunities, helping coordinate follow-up efforts and supporting team performance.
- Training & Development: Extensive experience training new intake staff, helping team members learn systems, processes, company expectations, and the communication skills necessary to provide a high level of client service.
- Intake Technology: Experienced with legal intake and CRM platforms including Filevine, Captora, and Lead Docket, with a strong understanding of lead tracking, documentation, data entry, and intake workflows.
- Frontline-to-Operations Experience: Her career has given her a unique perspective on intake—from personally handling prospective client conversations to supporting the operational needs of an entire intake team.
What She Brings to Intake
She understands intake from the ground up.
Her experience on the frontline gives her a practical understanding of what intake coordinators face every day, while her current role allows her to translate that experience into better processes, stronger training, improved accountability, and more effective departmental support.
She brings particular strength in:
- Intake team support and mentorship
- Training and onboarding
- Lost Opportunity recovery
- Inbound and outbound calls
- KPI monitoring and reporting
- Quality assurance
- Lead tracking and CRM management
- Process consistency
- Client communication
- Day-to-day operational support
Operating Philosophy
Strong intake departments are built by supporting the people who are responsible for the first impression.
She believes intake requires a balance of accountability and empathy. Performance and conversion are important, but so is understanding that every call represents a real person who may be reaching out during an incredibly difficult time.
Her approach is centered on being a resource to the team, identifying problems before they become larger issues, finding solutions without blame, and continuously looking for ways to make the intake process more efficient and effective.
She believes that when people have the right training, the right tools, clear expectations, and the support to succeed, the entire department performs better.
Client Care
In personal injury, intake is often the first meaningful interaction a potential client has with a law firm. That interaction can shape how they feel about the firm and whether they feel comfortable trusting it with something deeply personal.
She believes every prospective client deserves to feel heard, respected, and genuinely cared for, regardless of whether they ultimately become a client.
That belief carries into everything she does—from handling calls and following up with lost opportunities to training new team members and supporting the leadership of the Intake Department.
For her, successful intake isn't simply about numbers. It's about creating an experience where people feel that they have been heard and that they are in capable hands.
Personal
Outside of her professional life, she makes time to stay active, prioritize her well-being, and nurture her faith. Her faith is an important part of who she is and provides a foundation for how she approaches both her personal and professional life.
She believes in continuing to grow—not only in her career, but also as a person—and values using her time outside of work to stay grounded, active, and connected to what matters most.