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Cecilia Santos is an experienced professional with a strong background in customer experience and legal support, currently serving as the Customer Experience Lead at Marasco & Nesselbush, LLP since March 2012. In this role, Cecilia provides leadership and training to a team of 10 representatives, utilizing CRM software to enhance customer interactions and develop personalized solutions. Previously, Cecilia managed a team of five intake specialists to achieve client retention goals and oversaw a portfolio of over 250 client cases as a Legal Assistant, ensuring efficient management and support for clients navigating the Social Security Disability claims process. Prior experience includes serving as a Legal Secretary/Paralegal at Jaffe and Asher, LLP and as an Assistant Secretary at Assumption College. Cecilia holds a B.A. in Spanish and Latin American Studies from Assumption University.