Meet CSS MGR Kelley Shaw
Client Solutions Team manager Kelley Shaw has been with Sterling Lawyers since 2015. “Every interaction with every client and every potential client, is an opportunity for us to build relationships across our community,” Kelley says, in this interview. “The Client Solutions Team is there to guide people in a manner that is empathetic and loving,” Kelley adds. “While expertly getting all of the information, our attorneys need to best assist potential clients in moving forward.”
Kelley explains, “Every interaction with every client and every potential client, is an opportunity for us to build relationships across our community.”
At Sterling, we strive to learn what our clients want, need, and feel. To do this, we must always learn new ways to improve our listening skills. Kelley mentors the new team members on the team, to help them bring the skills they have learned in other industries to family law. Under Kelley's leadership, team members learn to develop an empathetic approach to providing solutions to our clients.
The Client Solutions Team is responsible for shepherding potential clients to the right attorney and services based on their case type. They listen to people's stories to better understand their journeys. Kelley's team explains to prospective clients and current clients the process of retaining an attorney and the difference between working with Sterling Lawyers and other firms.
“The Client Solutions Team is there to guide people in a manner that is empathetic and loving,” Kelley says. “While expertly getting all of the information, our attorneys need to best assist potential clients in moving forward.”
Every human interaction is an addition or subtraction to our reputation. For us to be a fantastic team, not just a good one, we pay attention to every client touchpoint.
When Kelley isn't at work, she is busy with family. She just got married. If she isn't working or with family, Kelley is likely to be found at the gym.
After people work with Kelley, she'd like them to know without a doubt that she'll bend over backward for them. “I am happy to do whatever needs to happen for them to accomplish their goals,” says Kelley.