Firm specializes in employment and business-related immigration matters, representing employers and their employees before the United States Citizenship and Immigration Services (USCIS), Department of Labor, Department of State, and various state and federal agencies with immigration oversight with a specific emphasis on advanced degree holders in the medical field. Preparation and review of applications and petitions to USCIS, Department of Labor, Department of State, and various state and federal agencies, primarily completion of J-1 Waivers, I-129’s, I-140’s, I-485’s, I-131’s, and I-765’s. Follow up on unresolved matters with USCIS, reading, researching, reviewing, verifying and routing correspondence, and legal documents; drafting letters and documents; collecting and analyzing information.Fielding all incoming correspondence, screening calls and emails to determine action required; prepare, file and maintain reports, memos, letters, pleadings, submissions and other documents, ensuring current updates and maintenance of all calendars, spreadsheets, databases, and tracking tools. Respond to all inquiries from employers, governmental agencies, and clients via phone, mail, and email within established timeframes. Follow up with the same groups on needed documents, status updates, and general inquiries. Routine contact with USCIS regarding petitions exceeding current time frames, misspellings and typographical errors, refunds, errors related to validity dates and priority dates, non-receipt of notices, and other issues.

Perform high-level administrative support for Compliance and Legal team; field all incoming correspondence, screen calls and emails to determine action required; prepare, file and maintain reports, memos, letters, pleadings, submissions and other documents, ensure current updates and maintenance of all calendars, spreadsheets, databases, presentation software and tracking tools for the Legal & Compliance Team.Read, research, review, verify and route correspondence, reports and legal documents; draft letters and documents; collect and analyze information; organize conferences and meetings; transcribe, format, edit, retrieve, copy and transmit data and graphics; prepare charts, graphs and visuals; coordinate case preparation as directed; place calls, make appointments, greet and receive visitors, accept deliveries, schedule department meetings and coordinate catering, food services and travel for Compliance and Legal Team.Review and process billing from outside counsel and other expenses; submit for approval and payment by Accounts Payable all internal and external expenses and ensure timely payment of invoices.Attend various internal meetings with Sales, Underwriting and Collections Teams on behalf of the Legal Team to assess potential legal and compliance impacts, reporting back to deputy General Counsel.Complete Suspicious Activity Reports (SARs) based on information provided from internal groups and forward them to Web Bank for submission. Maintenance of prior SAR reporting database and answering any follow up questions from Web Bank.Oversight of routine monitoring of all internal groups (Sales, Collections, and Underwriting) to ensure compliance with internal guidelines and policies as well as those of external partners (Web Bank and Wells Fargo).

Score calls for all internal customer-facing segments (Sales, Collections, and Underwriting) against established Compliance guidelines, internal and external policies and procedures, and Federal requirements related to lending on a regular and consistent basis.Maintain accurate and sufficient documentation of agent calls including positive observations and areas of opportunity as well as maintaining employee quality files and documentation.Participation in company-wide activities including calibration sessions and project planning with management, executive, and Compliance/Legal teams. Review of weekly QA Scorecard with management, executive, and Legal & Compliance teams.Maintain a thorough knowledge of company-wide programs, policies and procedures.Provide immediate “Red Flag” alerts of violations of Compliance guidelines, internal and external policies and procedures, and Federal requirements to Compliance Team, Management, and Human Resources for the matter to be addressed. Provide all relevant documentation which may be needed along with written summary of what occurred and what the violation(s) were.Identify representative and customer needs through analyzing QA reporting. Provide recommendations and resolution to issues identified. Create Quality Tips for Sales and Operations groups when necessary.Compile and disseminate accurate reports complying with service level agreements. Maintain open communication with Sales and Operations groups to ensure quality and Compliance standards are being met.Manage department specific performance standards (i.e.: Scorecard productivity, Quality Scores, Alert Summary log, etc.).Provide support and assistance to Sales and Operations with additional coaching sessions, nesting activities, support of new hires, and on-going training initiatives.Liaison with internal and external groups to provide additional information on Compliance issues.

Tasked with overall management of Customer Service Operations for PlayNation and two subsidiary companies (Gorilla Playsets and Plan It Play), coordination with internal groups (Shipping, Accounts Receivable, Operations, Marketing, Production, and Senior Management) and external organizations (vendors, dealers, retailers, and freight carriers) related to distribution, retailing, fulfillment, and customer service issues related to those three product lines.Resolution of escalated customer concerns regarding production, fulfillment, shipping, warranty, and other issues; providing assistance, marketing materials, pricing, and overall evaluation of marketing strategy to dealers/retailers; liaison with freight carriers (D. B. Schenker, Saia, YRC, and others) on resolving concerns related to delivery issues.Ensuring all employees are meeting Performance Management Objectives related to order entry and quality assurance as well as providing ongoing training, coaching and development, and counseling.Major initiatives have included development and implementation of department-wide Performance Management Objectives, spearheading a company-wide systems conversion from SysPro to Fishbowl, development and implementation of a retailing website for PlayNation, targeted assistance to underperforming dealers and retailers that has resulted in a 23% increase in business, and ongoing systems upgrades throughout the company to garner operational efficiencies.

Under the supervision and training of the Court Administrator/Chief Clerk and Chief Deputy Clerk/ Civil Division of Fulton County State and Magistrate Court I perform case management on garnishments, answers and small claims cases. Utilizing the State Court Odyssey software database I enter and update customer case files while correcting any missing and inaccurate information. I also file and organized completed cases by file type and date.Through this internship I am acquiring additional time management and organizational skills. I have learned to properly identify the case number, type of case, file date, parties to the case, any money paid into the case, and to notate any comments related to the case.

Individualized tutoring of secondary-level students specializing in assistance in the Social Sciences field (Economics, English, Geography, History, and Political Science) including ACT and SAT test preparation and college planning.Specialized assistance including counseling, reviewing essays and research papers, refining outlining and note taking skills, ASVAB and GED preparation for secondary-level students, and GRE, GMAT, LSAT, and MCAT exam preparation for university-level students.Development and ongoing revisions to a comprehensive listing of admissions requirements for regional college and universities for use in advising parents and secondary-level students.

Supervision of 18 person outbound team tasked with updating D&B (formerly Dunn & Bradstreet) small business customer records and cross-selling D&B products and services.Analysis of reporting, quality assurance, scheduling, monitoring, performance appraisal reviews, coaching and development, ongoing training and counseling to ensuring all representatives attained Performance Management Objectives. Ryla was acquired by Alorica in 2010.

Litigation support on mass tort cases including plaintiff and party background investigations, acquisition of public records and other evidence, asset searches, coordination on multi-district investigations, trial support, witness locating and interviewing for litigation management firm

Development of communications and support for Local Markets segment related to systems error issues. Prioritization and development of both internal procedures (directed to Customer Service Representatives and other employees) and external communications (Local Markets customers), ensuring that each communications and policies maximized customer retention for the Local Markets segment. Coordinated communications, development of tasks assigned to specific individuals, and follow-up with other internal departments (Marketing, Fulfillment, Legal, Partner Programming, Call Center Management, Training, other Program and Project Managers) and monitoring success of implemented procedures. Generated reporting and updates to advise internal departments on overall successes and deficiencies of implemented procedures.Generating lists of customers impacted by system error issues, assessing most effective means of addressing error issues, ensuring resolution of error issues, and authorship of all web based information and customer correspondence (letters, emails, automated phone messages, account auto-notation) related to error issues in coordination with other internal departments.Development of internal Call Handling Procedures, systems procedures and revised training materials for delivery to all Customer Service Representatives and Call Center Management.Communication with internal groups, encompassing conference calls, electronic notification, web-based systems tools and specialized training.

Responsible for Process Improvement of all Consumer and Small Business segments including Long Distance, Local, Cellular, Internet and Paging utilizing Six Sigma DMAIC and DMADV processes. Interaction with internal management and external groups including survey contractors (Gallup & Nielsen). Monitor segment performances, compile and analyze relevant data, identify and clarify issues for review and evaluation and report analysis and recommendations to management. Duties included competitive benchmarking and mystery shopping to ensure competitiveness of services, rates, hours of operation and other areas of operation.

Initially responsible for supervision of inbound team of Customer Service Representatives, assisting Call Co-ordination Desk to maintain nationwide coverage, familiarity with Rockwell ACD system, Call Queuing, Intelligent Routing, Scheduling and Forecasting. Supervision of the Call Center support unit tasked with installations, maintenance and billing research. Responsible for hiring, monitoring to ensure quality assurance, reporting on department performance and overall productivity of the unit. Responsibilities included employee performance evaluations, counseling and ensuring all representatives attained Performance Management Objectives.