Roscoe James Hilton

• Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
• Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
• Addressed and resolved billing inquiries, ensuring customer satisfaction with account management.

• Provided assistance with inbound and outbound document processes, document sorting, logging, and work order creation - on average 16-25 customers daily.
• Maintained document control system and updated work instructions, procedures and associated databases.
• Worked with internal staff to process documents and sent for closing.
• Expedited client services by promptly responding to requests for specific documents.
• Safeguarded confidential information through proper handling and secure storage of sensitive documents.
• Reduced retrieval time for important documents by maintaining an organised digital database.

Conducted Research Tasks as a member of Clerk Team on behalf of Legal Counsel's Request, as much as 4 requests per day.

Compiled Condensed-Format Reports on Client Matters, Policy - accessing databases for Case Law and Legislation applicable.

Drafted amendments to maintain updates versions of legal material for public access - as per legislative developments.

• Prepared concise and comprehensive memoranda summarising key research for clients, approximately 16 classes/subclasses of Visa, Visa Requirements for Individuals - Immigration
• Served as a valuable resource for colleagues seeking guidance on complex research tasks or unfamiliar areas of law.
• Enhanced legal research efficiency by implementing advanced search strategies and utilising various databases.

• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Demonstrated respect, friendliness and willingness to help wherever needed - numerous occasions in dialogue with Parliamentary Staff, Community Groups - on average in regards to no less than 7 State/Federal Policy and Legislative developments on a monthly basis
• Developed and maintained courteous and effective working relationships.