Workflow Specialist

Responsible for day-to-day production management of assigned teams. Analyze client requests and documentation prior to assignment distribution. Monitor assignment status and coordinate with teams. Prioritize jobs and update dashboards. Delegate tasks and recommend efficiency improvements. Monitor pending jobs and endorse to next shift. Provide guidance on endorsement process. Act as first escalation level and resolve issues. Address client queries by email or call. Coordinate with Supervisor on process and quality improvements. Produce one-pass work meeting quality standards. Drive team compliance with processes. Analyze issues with Supervisor and prevent escalation. Ensure quick complaint resolution.

Main point person for critical projects and tasks assigned by Shift Supervisor and DSC Manager. Coordinate with requestors and project staff to ensure timely task processing. Provide feedback to team members and serve as feedback source for performance management.

Log incoming jobs from clients. Monitor and check jobs for shift submission. Acknowledge incoming emails. Communicate with shift supervisor regarding jobs needing longer turnaround or client updates.

Processed formatting requests from different offices. Processed copy-typing requests. Handled immigration tasks for Washington and Toronto. Processed time entries for Chicago, Washington, and Toronto. Processed visa applications for Sydney office.

Handled real-time questions from agents. Managed team in Supervisor’s absence. Handled hourly reports submitted to client. Generated daily and hourly AET reports.

Discussed promotions and products to improve customer service. Verified and updated information databases. Redirected emails and worked with supervisor to address issues.

Verified and updated information databases. Provided quality assistance via phone, email, and internet chats. Built strong knowledge of company procedures and protocols.