Roland Boutros

• Generated 60+ types of legal documents, including contracts, production services agreements. • Counseled 5000+ refugees and beneficiaries on legal issues • Guided 8+ attorneys on cloud-based document management and contract tracking systems, boosting efficiency by 24% • Monitored regulation and guideline changes, submitting reports on pertinent changes to keep 100% of operations up to date • Developed a case file indexing system for active case archiving, improving case completion rate by 28% .

•Oversee call center daily operations, coordinate scheduling, and collaborate with corporate teams to define policies and service standards •Manage a team of 20+ customer service representatives and provide training on communication protocols, customer service standards, and de-escalation techniques •Identify opportunities to improve the patient experience and operational performance, resulting in a 12% reduction in wait times and a 92% patient satisfaction rating •Screened and hired all new employees.