Steven J. Grossman, a founding partner of GTPP, specializes in patent protection, licensing and enforcement of intellectual property rights and represents local and nationally known companies in the management of their intellectual property portfolios.
Dr. Grossman’s areas of technical expertise include polymer blends, polymer chemistry, conductive materials, recycling of plastics, plastic manufacture and processes such as injection molding, blow molding and extrusion, fibers and fiber based-products, mechanical devices and related products. Since 1990, Dr. Grossman has served as an expert witness in a variety of patent and trade secret infringement matters, represented a variety of clients concerning intellectual property litigation at the Federal District Court level and has argued in Washington D.C. before the Court of Appeals for the Federal Circuit.
Prior to entering the legal profession, Dr. Grossman worked as a research and development scientist in the field of polymer research at the Upjohn Company in North Haven, Connecticut. He then joined the University of Massachusetts Lowell in the Department of Plastics Engineering where he reached the position of Full Professor, teaching in the field of polymer materials as well as offering a survey course on intellectual property for engineers. In January 2017, after thirty-two years of service, Dr. Grossman retired from the university and was granted the status of Professor Emeritus.
Dr. Grossman completed a B.S. degree in chemistry from the University of Connecticut, Storrs in 1976, a Ph.D. in polymer science and engineering from the University of Massachusetts, Amherst in 1980, and a J.D. degree from Franklin Pierce Law Center in 1990. Dr. Grossman is a member of the New Hampshire Bar and is admitted to practice in the Federal District Court of New Hampshire and the Court of Appeals for the Federal Circuit. He is also registered to practice before the United States Patent Office. Dr. Grossman resides in Amherst, New Hampshire and enjoys white water kayaking, officiating for soccer and flying helicopters (licensed commercial pilot-instrument rated-certified flight instructor).
Donald J. Perreault, a founding partner of GTPP, specializes in U.S. and foreign protection for innovations in WDM optical communications components and systems, computer electronics and interfaces, software systems and interfaces, control systems, business method and Internet architectures, electrical communication components and systems, semiconductor manufacturing technologies, electric motor technologies and complex mechanical and electro-mechanical components and systems.
Don has counseled clients ranging from Fortune 100 companies to independent inventors, has prepared and prosecuted hundreds of U.S. and foreign patent applications and has provided countless infringement, invalidity, and use opinions. He is active in negotiation and preparation of patent and technology license agreements, and has assumed primary responsibility for patent, trademark and copyright litigation matters. He also has acted as Lead Counsel in patent interference proceedings.
Prior to entering the legal profession, Don worked in Raytheon Company’s Communication Systems Division, where he designed and implemented electrical and software interfaces for communication systems used by the U.S. Armed Forces. He is a graduate of the University of New Hampshire, where he earned a degree in Electrical Engineering with a concentration in communications technologies. Don received his law degree from the University of New Hampshire School of Law (formerly Franklin Pierce Law Center) and is a member of the Massachusetts and New Hampshire Bars as well as the Patent Bar. He is admitted to practice in the Massachusetts and New Hampshire Federal District Courts.
Don is active in professional associations. He is a member of the Patent Law and Patent Litigation committees of the American Intellectual Property Law Association and participates in local technology organizations including the New Hampshire High Tech Council. Don is a New Hampshire resident and is active in his community, coaching youth baseball and soccer, and participating in community fundraising.
Edmund P. Pfleger, a founding partner of GTPP and managing partner in our Tucson, Arizona offices, specializes in U.S. and foreign intellectual property protection, licensing and enforcement. Ed has extensive technical experience in semiconductor processes and devices; analog, digital and mixed signal devices and systems; opto-electronics; mass storage and data backup; computer hardware and software; power converters and power inverters; and medical devices and systems.
Ed has prepared and prosecuted hundreds of U.S. and foreign patent applications, and prepared numerous infringement, invalidity, and use opinions. Ed’s clients include start-up enterprises, mid-sized corporations and Fortune 100 companies. Ed is actively involved in patent licensing, technology transfer and patent, trademark and copyright litigation and pre-litigation strategies.
Prior to becoming an attorney, Ed worked for IBM in Princeton, New Jersey where he designed computer system expansion cards and memory devices for IBM’s AS400 and legacy PC systems. Prior to that Ed worked at Apple Computers in Philadelphia, Pennsylvania where he worked as technical advisor to the marketing division.
Ed holds a B.S. degree in Electrical Engineering from Drexel University and a law degree from Franklin Pierce Law Center. Since graduating from law school in 1997, Ed has practiced in New Hampshire and Arizona, and is a member of the Bar of Arizona. Ed is actively involved in community issues and is a member of the IEEE. Ed coaches youth football in Tucson and he enjoys scuba diving, racquetball, traveling and playing guitar.
Kevin Carroll is a partner at GTPP and specializes in patent prosecution, client counseling, opinions on patent validity and infringement, licensing and IP due diligence in the mechanical, electrical and optical arts.
Kevin has prepared and prosecuted patent applications since 1993 in a wide variety of technologies including: optical communications, wireless communications, laser machining, software, computing systems, electronic commerce, consumer products, medical devices, optics / opto-electronics, and energy. Kevin has also provided litigation support and served as an expert witness in patent litigation. Kevin’s clients range from start-up companies and independent inventors to universities and publicly-traded companies.
Prior to beginning his legal studies, Kevin worked as a patent examiner in the U.S. Patent and Trademark Office, where he examined patent applications in the areas of electrical connectors and machine tools. Kevin was also a clerk in the Office of Unfair Import Investigations at the International Trade Commission, where he provided litigation support and assisted staff attorneys with Section 337 proceedings. He earned a BS in Mechanical Engineering from the University of Notre Dame and completed his law degree at Franklin Pierce Law Center (currently the University of New Hampshire School of Law).
Kevin was selected as the top IP attorney in New Hampshire by Business NH Magazine in 2010. Kevin is also a member of the New Hampshire Bar Association and the American Bar Association Intellectual Property Section. He is admitted to practice in New Hampshire, Massachusetts and the U.S. Patent and Trademark office.
Kevin has extensive legal teaching and lecture experience both in the U.S. and abroad. He is currently an adjunct professor at the UNH School of Law where he teaches U.S. Patent Law on-line and Intellectual Property Management. He has been teaching since 1996 and previously served as the Acting Director of the Patent Practice and Procedure Program at Franklin Pierce Law Center. Kevin is also the Vice Chair of the NH EPSCoR Statewide Committee and the President of the Notre Dame Club of New Hampshire.
A Concord, New Hampshire resident, his interests include playing guitar, alpine ski racing, biking, running and kayaking.
Paul Kroon is a partner at GTPP and focuses his practice in helping businesses protect their products and ideas from being unfairly copied or stolen through United States and international patent and trademark protection. Paul works with a wide range of technologies including polymers, adhesives, medical devices, and mechanical and electro-mechanical devices.
Paul graduated from the Chemical Engineering program at the University of Delaware in 1998 and from the Joint Degree Program at Franklin Pierce Law Center in 2002 with a Juris Doctor as well as a Master of Laws in Intellectual Property. Prior to entering law school, Paul worked at Merck & Co. as a Biological Manufacturing Engineer supporting the production of several well known pharmaceutical drugs, and at the New Hampshire Department of Safety, Marine Patrol Bureau as a police officer. Paul is a member of the New Hampshire and Massachusetts Bars, New Hampshire and Massachusetts Federal District Courts, and is registered to practice before the United States Patent Office.
Paul is a Massachusetts resident with strong ties to New Hampshire. He enjoys automotive racing/repair and is also an avid water skier having performed in numerous water ski shows for the Abenaki Water Ski Club in Wolfeboro, NH.
Michael Gallagher’s practice is directed to drafting and prosecuting patent applications, as well as counseling clients with respect to a variety of intellectual property matters.
Mike has written and prosecuted patent applications in a number of technical fields including: electrosurgical and other medical devices; automotive products such as instrument and trim panels as well as inflatable restraint systems; plastic compositions, composites and associated processing techniques; coatings such as paints and finishes; heating, ventilation and air conditioning systems; electro-mechanical devices such as electric motors and pumps; lighting systems; recycling equipment and related techniques; and gauges, test fixtures, molds, tooling, and other manufacturing equipment and mechanical devices.
Mike’s pre-law engineering career spanned more than a decade, where he garnered substantial experience in the full product development cycle from conception through launch. In particular, he held engineering positions in advanced product development, applications engineering, and materials and process engineering at Textron’s Automotive Technology Center in Dover, NH. There, he was involved with automotive projects relating to interior and exterior trim, instrument panel, and inflatable restraint systems. During his eleven year tenure with Textron Automotive Company, Mike was a named inventor on twenty-four U.S. patents related to automotive products.
In 1995, Mike transitioned the focus of his career to intellectual property law. From 1995 until 1999, he managed the intellectual property matters of a major division of Textron Automotive Company, including a diverse patent portfolio having several hundred patents and patent applications. Mike also served for a number of years as the Director of Intellectual Property at Salient Surgical Technologies, where he gained significant business and legal expertise within the medical device and healthcare industry.
Mike holds a J.D. degree from the New England School of Law, an M.B.A. degree from Northeastern University and a B.S. degree in engineering from the University of Lowell. He is a registered patent attorney with the United States Patent and Trademark Office and admitted to the District of Columbia and New Hampshire Bars.
Mike and his family reside in Hampton where he is active in youth sports and as a member of the community.
Beth Filip is patent attorney at Grossman, Tucker, Perreault & Pfleger, PLLC, with a focus on patent preparation and prosecution. Beth assists clients across a broad range of technologies including engines, exhaust systems, mechanical devices, nanocrystalline materials, polymers, textiles, garments, consumer products, medical devices, semiconductor materials, and mineral recovery. Beth also has experience in the preparation and prosecution of design patents, foreign patent prosecution, state of the art reviews, invalidity analyses, infringement analyses, and portfolio management.
Beth graduated from Franklin Pierce Law Center, now UNH School of Law, and holds a Bachelor’s degree in Plastics Engineering from UMass Lowell. She is registered to practice before the U.S. Patent & Trademark Office and is member of the Massachusetts Bar and New Hampshire Bar.
Nikolas Uhlir, a patent attorney in GTPP’s Manchester New Hampshire Office, specializes in patent prosecution, client counseling and due diligence in the chemical, metallurgical, and mechanical arts.
Nik has prosecuted hundreds of patent applications in a wide variety of technical fields, including: alloys; composites; computer hardware; cosmetics; “green” technology; magnetic materials; molding; nanotechnology; optics; pharmaceuticals; recording media; tires; thin films; mechanical devices and related products. He has represented a wide variety of companies in the management of their intellectual property portfolios, including some of the largest companies in the world.
Prior to entering the legal profession, Nik worked as a physical scientist at the Naval Research Laboratory (NRL) in Washington D.C. While at NRL, Nik’s work focused on the development of novel magnetic materials for use in next generation stealth technology, including the development of novel ferromagnetic nanoparticles. Subsequently, Nik worked for three years as a Patent Examiner at the United States Patent and Trademark Office, where he examined patent applications related to composites, magnetic media and related hardware, nanoparticulates, thin films, and non-structural laminates.
Prior to and after the completion of his law degree at George Mason University, Nik worked for a large intellectual property law firm. In 2009, he left that firm to become the in-house patent counsel of Powerspan Corp., a Portsmouth, New Hampshire based engineering and technical services company focused on the development of carbon capture and sequestration technology.
Nik received his B.S. in Chemistry from James Madison University in 1999 and his J.D. from George Mason University School of Law in 2007. Nik is admitted to practice in both New Hampshire and Massachusetts, and is an active member of the Intellectual Property Law Section of the New Hampshire bar association. He is also an adjunct professor at the University of New Hampshire School of Law (formerly Franklin Pierce), where he teaches a course on patent application preparation and prosecution. He has authored several articles on Intellectual Property law, and speaks regularly on the topic.
A Portsmouth, New Hampshire resident, Nik’s interests include baseball, camping, fishing, golf, and hockey.
Elliot is an attorney in our Tucson, AZ, office practicing patent law with extensive experience in the preparation and prosecution of patent applications before the U.S. Patent and Trademark Office (USPTO). He works closely with inventors to draft comprehensive patent applications in a variety of technical areas. Example technologies include system-level, device level and board-level electronics, wireless communications, heat flux sensing, tactical vision systems, computer/system security, Internet infrastructures, business methods and online services. He has also prosecuted and obtained patents for his clients in fields such as digital photography (electronic camera control operations, image processing, optics, etc.), network control systems, automotive lighting electronics and optics. Moreover, Elliot has provided technical assistance including prior art searching and analysis in support of patentability, freedom to operate and validity studies pertaining to medical devices (implantable devices and treatment equipment), Internet-based commerce systems and automated cleaning systems.
Elliot’s substantial patent prosecution experience includes time spent as a USPTO Patent Examiner, where he was employed in Technology Center 2100 examining patent applications in class 700 dealing with general control theory and specific applications of computer control. Prior to pursuing a career in patent law he worked as a software support specialist for a large industrial automation and control company.
Elliot received his B.S. in Electrical Engineering from Bucknell University in 1994 and his J.D. from American University Washington College of Law in 2005. Elliot is a member of the Virginia State Bar, the District of Columbia Bar and is registered to practice before the USPTO.
Mike is an associate in our Tucson, AZ, office practicing patent law with experience in the preparation and prosecution of patent applications before the U.S. Patent and Trademark Office (USPTO). Mike enjoys working with inventors and business managers to provide efficient and cost-effective counseling and IP preparation and prosecution services that provide value in an overall business strategy. Example electrical/electronic technologies include system-level, device level and board-level electronics, wireless communications, multimedia presentation systems, Internet mediacasting and podcasting, Internet infrastructures, business methods, solid-state devices, solid-state lighting, online content deliver, automotive head units, RFID devices, GPS devices, secondary batteries, electric-powered vehicles, three-dimensional imaging, optical volume dimensioning systems, artificial intelligence, and machine learning systems. Example chemical/chemical processing technologies include: chemical formulations, material handling systems and equipment, natural gas extraction and refining processes, gas-to-liquids processes, hydrocarbon treatment/refining processes, distillation/separation/fractionation processes, gas compressors, and liquid handling systems. Example mechanical technologies include: oilfield downhole tools, seismic investigation technologies, vehicle suspension components and systems, and hydraulic power systems. Example medical technologies include: ultrasonic diagnostic equipment, ocular ultrasound devices, surgical item tracking systems, and cardiac defect treatment systems. In support of the above preparation and prosecution activities, Mike has provided technical assistance including prior art searching and analysis in support of patentability, freedom to operate, infringement, and validity studies pertaining to electrical and electronic devices, chemical processing equipment, and alternative fuel vehicle technology.
Mike has nearly 20 years of professional project and operations management experience in the chemical processing industry and is a registered Professional Engineer in Chemical Engineering (Maryland, Reg. No. 20464). In addition to patent and trademark preparation and prosecution experience in small to mid-size intellectual property boutique firms, Mike has significant in-house counsel experience as an IP counsel and patent portfolio manager with Hewlett Packard Corporation.
Mike earned his B.S. in Chemical Engineering with specializations in process control and biochemical engineering from the University of Maryland in 1987. Mike earned his M.S. in Electrical Engineering with specializations in satellite and cellular communications from the Johns Hopkins University in 1995. Mike earned his J.D. from the University of Houston Law Center in 2008. Mike is a member of the Texas State Bar, the District of Columbia Bar, the Washington State Bar, and is registered to practice before the USPTO.
Ken focuses on patent preparation and prosecution in wide variety of technical disciplines including digital/analog circuits, power conversion, semiconductor devices, wireless and other hand held systems, software, mechanical devices, data processing and Internet technologies. His background includes over 10 years of business and engineering experience, primarily as a software engineer in the public safety sector.
Ken received a Bachelor of Science in Electrical Engineering Technology, magna cum laude, from the University of New Hampshire in 2007. He received his J.D. at New England Law|Boston (formerly New England School of Law) and served as an editor for the New England Law Review. During law school, Ken worked as a technology specialist at the Boston-area law firm of Lando & Anastasi.
Ken is a member of the state bars of New Hampshire and Massachusetts, and is a registered patent attorney with the U.S. Patent & Trademark Office.
Zachary Cody is an associate at GTPP with a focus on patent preparation and prosecution. His technical background is in the mechanical sciences, with a particular focus on energy transfer, fluid dynamics, control systems, and electro-mechanical devices.
Zachary received his Bachelor of Science in Mechanical Engineering, magna cum laude, from Rensselaer Polytechnic Institute in 2012. He received his J.D., summa cum laude, from the University of New Hampshire School of Law (formerly Franklin Pierce Law Center) in 2015. While at the University of New Hampshire School of Law, Zachary served as an editor for IDEA: The Intellectual Property Law Review (currently IDEA: The Journal of the Franklin Pierce Center for Intellectual Property).
Zachary is currently a member of the New Hampshire Bar, the New Hampshire Federal District Court, and is registered to practice before the United States Patent Office. Zachary is a New Hampshire resident who enjoys golfing, skiing, home brewing, and bicycling.
Alex is an associate in our Tucson, AZ office practicing patent law with a focus on the preparation and prosecution of patent applications before the U.S. Patent and Trademark Office (USPTO). Alex’s technical background is in aerospace engineering, including communications systems, fluid dynamics, electronics, structural dynamics, and an added emphasis on computer science.
Alex earned his B.S. in Aerospace Engineering from the University of Colorado – Boulder in 2012, and graduated as a member of the Engineering Honors Program. He then received his J.D. from the University of Arizona James E. Rogers College of Law in 2015, where he served as Senior Managing Editor for the Arizona Journal of Environmental Law & Policy.
Alex is a member of the Arizona State Bar and is registered to practice before the USPTO. A Tucson native, Alex enjoys swimming, eSports, and SCUBA diving.
Dale F. Regelman specializes in drafting and prosecuting patent applications in the United States, and uses trusted Foreign Associates to prosecute patent applications in many other countries around the world. In addition, Dr. Regelman files applications for Copyright protection in the United States, counsels clients in Copyright matters, and litigates Copyright disputes in the Federal Courts. Dr. Regelman also drafts, files, and prosecutes, applications for trademark protection in the United States, and in many foreign jurisdictions via the Madrid Protocol.
J.D. University of Arizona College of Law – 1992
Ph.D. Chemistry – University of Arizona – 1976
B.S. Chemistry – Cornell University – 1971
Of Counsel – Grossman, Tucker, Perrault & Pfleger, Tucson, Arizona 2017
Partner – Quarles & Brady, LLP – 2008 – 2016
Partner – Chandler & Udall – 2007-2008
Owner – Law Office of Dale F. Regelman – 2002-2007
Patent Lawyer – Hayes, Soloway, Hennessey, Grossman & Hageite Bio – June 2017 – 1999-2002
Junior Member – O’Connor Cavanagh Molloy Jones – 1996 – 1999
Associate – Molloy, Jones & Donahue – 1992 – 1996
Director Technology Center – International Telephone & Telegraph Corporation 1986 – 1989
Research Leader – Dow Chemical – 1983-1986
Senior Research Scientist – The Upjohn Company – 1979-1986
Will is an associate patent attorney at GTPP and focuses his practice on patent portfolio development and management.
Will has experience in preparing and prosecuting patent applications for a wide range of technologies. Some of the technologies include semiconductor manufacturing, packet processing, CMOS image sensors, gaming technology, alternative energy, power supplies, analog and digital circuit, computer security, LTE telecommunications standards, educational software, RFID systems, archery, firearms optics, information management technologies, and financial management systems.
Prior to attending law school, Will worked for about 2 years as a submarine systems test engineer and for about 2 years as a product engineer for CMOS image sensors.
Will received a J.D. from the University of Washington in 2010 and a B.S. in Electrical Engineering from Utah State University in 2002.
Will’s personal interests include cybersecurity, hunting, cycling, and spending time with his family.
Jamey specializes in foreign and domestic electrical, electronic and computer science matters, including patent procurement, licensing, and strategic portfolio management. He specializes in patent prosecution and counseling, including the drafting, prosecution, and procurement of U.S. and foreign patents in the fields of computer software, hardware, networking, and Internet technologies. Jamey’s work has encompassed areas such as media distribution; operating systems; software applications; digital rights management; wireless communications; e-commerce; semiconductor fabrication; storage devices; parallel network storage (e.g., cloud storage), encryption, authentication, and data security systems; data bus architecture; gaming servers and software; and mobile devices. Aside from years of experience in drafting and prosecuting patent applications, Jamey counsels clients on strategic development of their domestic and international intellectual property portfolios.
Chelsea VanderWoude is an associate at GTPP’s Manchester, NH office with a focus on trademark and copyright law. Chelsea’s work includes domestic and international trademark clearance, prosecution, management, and enforcement; copyright filings, management, and enforcement; IP licensing; contract drafting; client counseling; and business strategy.
Chelsea earned her J.D. from the University of New Hampshire School of Law, where she also received an LL.M. in Intellectual Property. She holds a Bachelor of Fine Arts degree from Emerson College. Chelsea is currently a member of the New Hampshire bar and the New Hampshire Federal District Court.
A New England native, Chelsea enjoys gardening, kayaking, and spending time with her dog.
Carol McClelland is a patent administrator responsible for managing U.S. and foreign patent filings, as well as patent support matters. Carol has worked closely with GTPP attorneys for many years, and is available for fielding client inquiries concerning file status and related issues.
Jennifer Hobbs is GTPP’s senior trademark administrator responsible for managing U.S. and foreign trademark filings and maintenance, as well as trademark docketing issues. Jennifer also supervises and trains other trademark administrative staff members. Jennifer has worked closely with GTPP attorneys since 1995, and is available for fielding client inquiries concerning file status and related issues.
April Davis is a patent administrator with GTPP and is responsible for U.S. and foreign patent filings, as well as patent docketing issues and litigation support matters. April has worked closely with GTPP’s attorneys for many years, and is available for fielding client inquiries concerning file status and related issues.
Dana Robertson is a patent administrator with GTPP and is responsible for U.S. and foreign patent filings, as well as support matters. Dana works closely with GTPP’s attorneys and is available for inquiries concerning file status and related issues. Dana previously worked at the the U.S. Attorneys’ office for the U.S. Government in Midland, Texas.
Elizabeth (Libby) Cullity is a patent administrator with GTPP and is responsible for U.S. and foreign patent filings. Elizabeth works closely with GTPP’s attorneys and is available for inquiries concerning file status and related issues. Libby received her A.S. Degree in paralegal studies at Northern Essex Community College in Lawrence, Massachusetts and has industry experience in the high tech manufacturing field.
Bruce Currier is a Paralegal with GTPP and is responsible for U.S. and foreign patent filings. He received his Associate’s Degree in Business Science with a Major in Paralegal Studies. Bruce has over 17 years of industry experience in the field and has worked for some of Boston’s largest Intellectual Law firms, including at Raytheon Company where he worked for the Office of the General Council. Bruce is available for fielding client inquiries concerning file status and related issues.
Melissa St.Laurent is a patent administrator with GTPP and is responsible for U.S. and foreign patent filings, as well as support matters. Melissa works closely with GTPP’s attorneys and is available for inquiries concerning file status and related issues.
Lynn Denbow is a trademark administrator responsible for managing U.S. and foreign trademark filings, maintenance, and trademark docketing issues. In addition, Lynn has extensive experience with managing U.S. and foreign patent filings, maintenance, as well as patent docketing issues. Lynn works closely with GTPP’s attorneys and is available for inquiries concerning file status and related issues.
Heather Woods is a patent administrator with GTPP and is responsible for U.S. and foreign patent filings, as well as patent docketing issues. Prior to joining GTPP in January of 2018, Heather was the head Patent Paralegal at DEKA Research & Development Corp. for 11 years. Heather works closely with GTPP’s attorneys and is available for fielding client inquiries concerning file status and related issues.
Reena Mendez is a patent administrator with GTPP and is responsible for U.S. and foreign patent filings, as well as support matters. In addition, Reena has extensive experience with managing U.S. and foreign trademark filings, maintenance, as well as trademark docketing issues. Reena works closely with GTPP’s attorneys and is available for inquiries concerning file status and related issues.
Stacey Coleman is a trademark and patent paralegal responsible for managing U.S. and foreign filings, maintenance, and docketing issues. In addition, Stacey has diverse legal experience working as an in-house senior paralegal as well as over 20 years of law firm experience. Stacey works closely with GTPP’s attorneys and is available for inquiries concerning file status and related issues.
Kim Shikrallah is GTPP’s office administrator and is responsible for all aspects of accounts payable, accounts receivable and human resources. Kim is available to answer questions regarding your account with GTPP as well as any billing questions you may have. Kim received her Associate’s Degree in business management from Castle College in Windham, NH.
Lesa Pelletier is the GTPP front desk coordinator and an administrative assistant. She supports the office in general operations and is responsible for greeting and assisting clients. You are likely to hear Lesa’s friendly voice when you call our office. Lesa understands the importance of client calls and works to ensure that our clients receive better than expected service.