★ Oversee all aspects of the Visa and Immigration Service, ensuring that the process runs smoothly.★ Interview clients and deal with all applications face to face and by post to ensure that the client is suitable.★ Oversee the completion of all relevant visa and immigration documents and ensure that they are received within the time limit set by the government.★ Ensure that all of the information provided by the client is accurate and correct, preparing and checking all legal documents.★ Prepare all fee quotes and any information required by clients, colleagues or authorities.★ Maintain strong working relationships with all clients and colleagues.★ Help students apply to Universities and the entire process to get Student Authorization and then to obtain Visas.★ Help clients to see if they qualify for different categories for Canada immigration (Skilled Workers, Investor, Family Class); US immigration to obtain Visas, Green cards and other documentation required.★ Train staffs to enhance their understanding of immigration rules to help them to fulfill their roles to a high level.

★ Develop new product plans and strategy with solid business cases working with cross-functional teams (engineering, design, business development, product management, marketing etc.) ★ Run primary and secondary research to build new product plans and business cases.★ Brainstorm with various internal team members to identify new opportunity★ Develop a detailed execution plan for new product initiatives★ Manage executive and stakeholder approval process to get product plans green-lighted.★ Assure quality of final products by supervising and monitoring, guiding and directing QA activities.★ Define, design, and develop technical product(s)/service(s) that are aligned with customer needs and market demands.★ Generate technical documentation, including detailed use cases, FAQs, demos, user guides, business requirements, and marketing requirements.★ Design and implement operational model to support product/service launch, maintenance, release, life-cycle.★ Articulate product/service strengths and technical positioning to customers, sales and marketing teams through the development of compelling product demonstrations, online seminars, and examples.★ Lead technical requirements definition which includes bringing technical feedback from partners and customers back to the cross functional teams.★ Track and analyze competitive activities and market developments to guide development efforts. ★ Serve as a technical expert and consultative resource for customers, marketing, sales and suppliers. ★ Apply advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of projects★ Participates in the development policies and procedures to achieve specific goals★ Recommend new practices, processes, metrics, or models★ Works on or lead complex projects of large scope, projects that may have significant and long-term impact★ Provide solutions which may set precedent. Determine method for completion of new projects

★ Manage product roll-outs including installation, configuration, integration, customization and validation within customer environments and for partner assessments. ★ Provide post-sale technical support evaluating customer readiness; conducting product training for internals; identifying and resolving application or environmental issues. ★ Work closely with and manage client-specific cross-functional teams composed of Engineering, Sales, Client Services, and Business Development Representatives. ★ Take a technical management role for partners by providing assistance in engagement and deployment planning, data collection, and analysis in customer environments. ★ Define, coordinate, and prioritize customer and partner feedback and ideas into product management requirements for future enhancements to client products and services. ★ Play an active role within the department by participating in process development and other business improvement projects. Regular client and partner interaction via telephone, email, and regular face-to-face contact. ★ Work independently with customer/partner technical teams on post sales activities. ★ Work with Client Services team members and the Training Service Department to update and develop training materials.★ Quicklaw® for Microsoft® Office - Leverage the seamless integration of the Quicklaw® service and the open web with the Microsoft® Office applications you use every day.★ Concordance Evolution - e-discovery management for cases of any size, but is specifically designed for large-scale, complex litigation cases.★ LAW PreDiscovery™ - e-discovery imaging and electronic processing software offers the power to filter and cull non-responsive e-discovery & scanned documents before review, eliminating unnecessary litigation costs & reducing time.★ Early Data Analyzer (EDA) - e-discovery early data assessment software offers you unprecedented insight into the size & scope of discovery—at the earliest possible point.

★ Created and delivered weekly/monthly/quarterly business reviews★ Improvement of Quality of Service by implementing detractor process (Measured by Customers Satisfaction) from 50% to 65%★ Improved First Call resolution from 15% to 10% via effective coaching/triad sessions ★ Designed and Implemented sales tracking system that increase revenue/revenue per call by 30%★ Designed and Implemented escalation queue, resulting in a 20% improvement★ Implemented process to ensure client verbiage compliance to be the first site to achieve 70% compliance★ Process improvement to increase adherence from 80% to 92%, attendance from 76% to 90%, AHT improvement by 20%★ Improved overall environment with agent events, activities, family activities ★ Quality improvement with quality evaluation, realignment, focus total improvement 52% to 72%★ Utilization improvement from 52% to 72% with appropriately agent scheduling★ Developed Strategic Black Friday/Cyber Monday sales flow to maximize sales★ Provided live rewards/recognition process to motivate floor (Spiff/Non-monetary) ★ Providing strong leadership in delivering legendary service★ Establishing and maintaining a culture of customer satisfaction★ Daily monitoring of random support calls by individual support reps★ Analyzing customer issues for patterns and priorities.★ Monitoring support agent statistics and other quality metrics to ensure maximized quality and efficiency★ Tracking issue statistics so as to better understand product weak points that can be improved in future versions, and providing feedback on same to Products★ Expanding personal knowledge of technologies and products so as to better supervise staff★ Expanding staff knowledge through training, including internal seminars, self-help materials and through incentives to take outside courses, with an emphasis on customer satisfaction skills and techniques.★ Coordinating staff shifts, call handling, issue escalations and processes

★ Eliminated all redundancies, reducing 11 FTEs and saving $605K annually★ Re-engineered product/process call drivers, reducing call volume by 30%★ Redesigned customer call flow, reducing mean time call resolution from 19 days to 3 days★ Improved agent processes, reducing ASA from 6 minutes to 30 seconds★ Re-engineered customer call flow, improving 2nd level contact from 6 days to 1 day★ Increased LexisNexis University sign up course adoption rate by 150%★ Implemented quarterly employee focus group, reducing employee attrition from 17% to 7%★ Designed and implemented scorecard, improving overall KPI achievement by 45%★ Implemented call center best practices, increasing revenue by 15%★ Implemented QA and C-Sat processes, improving customer experience and improving quality scores by 13%★ Responsible for WFM analysis, determining trends, volumes, patterns, staff productivity, and attrition★ Prioritized email flow, reducing volume by 20% and improving efficiency by 40%★ Identified communication/process gap, reducing incoming volume by 15%★ Conducted data analysis for top software email driver, dropping e-mail volume by 5%★ Helped to meet department objectives regarding quality, answer speed, call abandon rates and daily staffing matters. ★ Innovated, implemented, and adjusted processes to promote customer satisfaction and to maximize staff performance, productivity, and effectiveness, all to meet or exceed customer expectations for service★ Advised and consulted with the Training Managers to work towards the department’s overall objectives for strategic training. Assessed future skill needs and worked with training manager to identify and address competency gaps.★ Performed trend analysis on recurring problems and identified opportunities to improve product and process.★ Represented and supported customer interests in the product development process.★ Provided feedback on new product features and document technical solutions.

★ 6 years of programming experience in Visual C++ on .Net environment★ Hands on experience in SQL database administration in SQL2000 - 2008★ Writing SQL queries to provide data maintenance for customers data★ Debugging and analyzing software defects using Visual Studio 2008★ Writing utility applications to modify and fix client data in Visual C++★ Detecting and reporting defects in production software and recommend solutions★ 6 years of QA/ testing software on various Windows and SQL platforms

★ Supported the growth of annual account revenues from $8.4M to $12.6M★ Implemented quality best practices, improving Quality of Service (Measured by Customers Satisfaction) from 76% to 85%★ Aligned customer expectations with call flow, improving first call resolution by 10%★ Revamped operations and trained TLs to effectively coach agents, improving KPIs by 30%★ Achieved 98.2% answer ratio through hands-on workforce management, forecasting, and scheduling★ Improved E-Sat by 10%, reducing monthly employee attrition from 9% to 6% by implementing retention initiatives including agent recognition, team building, and management/agent engagement★ Improved customer experience by aligning processes to meet business and customer expectations★ Research, resolve and respond to highly complex questions in accordance with current standards liaise with R&D and Quality Control, Product Management departments.★ Manage and create a Positive work environment for the department★ Monitor and maintain team statistics and produce reports for senior management.★ Promote customer service both internally and externally.★ Establish training for the team by first determining the needs of the team members; research the various methods of training available; develop a training plan; and implement the training.★ Lead or participate in team projects that enhance the quality of efficiency of the support capability★ Improve and/ or develop quality support methods and communication skills through coaching, feedback to contact agents and other development issues.