-Exceeded KPI goal in the first month by 166%. -Supports product adoption with a world-class user experience by acting as the first line of defense and advocating for all customers globally. -Guides users through unique features and functionalities and fully resolves their challenges or questions. -Investigates, diagnoses, troubleshoots and develops solutions for queries sent through various communication channels, leading support calls directly with users as needed.-Retains a position as users’ point person through regular updates and concise communication. -Acts as a key partner to Content, Product, and Engineering by retaining a deep understanding of both product and user to effectively collaborate and field feedback and feature requests with respective teams. -Contributes to creating and updating knowledge base articles, tutorials, and other support.

-Work in collaboration with cross-functional teams to asses the urgency of competing client projects and prioritize accordingly.-Deliver continuous communication and problem resolution for stakeholders to sustain a 96% or better consult completion rate.-Organize, schedule, and troubleshoot an average of 135 consultations for more than 10 client projects per week.

-Determined business development opportunities with contacts and formulated effective message for lead conversion.-Strategically devised lead approaches with Account Executive(s).-Improved business pipeline using cold and warm techniques within both the inbound and outbound teams. -Remained current on company products and services. -Identified customer needs and demonstrate product features that aligned with needs.

-Acted as first point of contact for potential clients and exercised excellent communication skills.-Promptly attended to leads on different channels, including direct calls, text messages, and emails.-Screened for conflicts of interest and safeguarded client dignity and confidentiality.-Maintained attorney calendars, scheduling consults and ensuring no conflicts occur.-Tracked and managed client intake process on Salesforce.-Executed various projects for the firm, which included social media marketing and research.

-Executed various administrative tasks, including answering and directing phone calls, sending email/text message reminders to clients, and updating case information on Clio.-Translated important documents and interpreted for clients during interviews and court meetings.-Scheduled meetings for new and existing clients with their respective attorneys.-Contributed to the successful organization of the Immigration Clinic events.-Filed new and renewal applications for clients, including DACA, I-485, and I-130.-Supported student attorneys and supervisors with side projects.