Heidy Villa
Immigration Paralegal
Barranquilla,Atlantico
Summary
Dynamic Immigration Paralegal with 3+ years of comprehensive experience in immigration law. Bilingual in English and Spanish, I possess a strong legal background and a proven ability to manage client communications for immigration attorneys effectively. Skilled in preparing and organizing legal documents for various immigration applications, I bring exceptional organizational skills and a compassionate approach to every case, ensuring optimal outcomes for clients. I have a solid understanding of immigration and work authorization laws and regulations, and I thrive in fast-paced, high-pressure environments that require the utmost confidentiality and discretion.
Overview
9
9
years of professional experience
19
19
years of post-secondary education
Work History
Call Center Representative
Atlantic Quantum Innovations
Barranquilla
03.2019 - 02.2021
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Collections Agent
Sutherland
Barranquilla
02.2017 - 02.2021
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Immigration Legal Assistant
The Chidolue Law Firm, PLLC
01.2024 - Current
- Created and managed processes and procedures to coordinate documentation for immigrant and non-immigrant applications.
- Identified potential issues and concerns and proactively escalated to manager to reduce barriers.
- Assisted clients in obtaining work permits, green cards, and citizenship through diligent case management.
- Developed expertise in various types of immigration matters including family-based petitions, through hands-on experience.
- Liaised with coworkers and immigration candidates to answer questions, resolve issues, and explain immigration policy.
- Consulted with foreign nationals on non-immigrant and immigrant visas and resolved routine and non-routine questions.
- Drove continuous improvement in day-to-day process and transformation initiatives that resulted in impactful evolution.
- Contributed to client case file preparation and verified inclusion of required documentation.
- Compiled client application packets and included relevant documentation to present strongest case for successful outcome.
- Analyzed client documentation and history to determine eligibility for immigration-related benefits.
- Reduced errors in immigration applications by reviewing forms for accuracy and completeness.
Trainer
Abogada Alexandra Lozano PLLC
Remote
7 2023 - 12.2023
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Facilitated team-building exercises to foster collaboration between department members.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed and implemented successful onboarding program.
Preintake Admin
Abogada Alexandra Lozano PLLC
Remote
03.2023 - 07.2023
- Facilitated open communication among team members, promoting a positive work environment conducive to collaboration and problemsolving.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Demonstrated adaptability by quickly mastering new software applications for various tasks.
- Completed daily logs for management review.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
Evidence Verifier Specialist
Abogada Alexandra Lozano PLLC
Remote
01.2023 - 03.2023
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Interviewed individuals by phone, to write news stories.
- Edited and proofread drafts of Immigration Declarations and other documents.
- Enhanced candidate experience by conducting engaging and thorough interviews.
- Developed tailored interview questions, resulting in more accurate assessments of client's statements for Immigration purposes.
Immigration Intake Supervisor
Abogada Alexandra Lozano PLLC
Remote
02.2022 - 12.2022
- Streamlined intake processes by implementing efficient case management systems and tools.
- Enhanced team productivity with thorough training sessions and regular performance evaluations.
- Developed strong relationships with community organizations, increasing referral sources for new clients.
- Led a team of intake specialists, providing guidance, support, and feedback on their work performance.
- Conducted regular meetings with the intake team to discuss performance metrics, identify areas for improvement, and develop action plans accordingly.
- Prioritized high-risk cases by assessing client needs accurately during the intake process, allocating appropriate resources accordingly.
- Supported office staff and operational requirements with administrative tasks.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Immigration Instake Specialist
Abogada Alexandra Lozano PLLC
Remote
02.2021 - 01.2022
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Conducted client intake interviews to determine client service need and eligibility.
- Analyzed client documentation and history to determine eligibility for immigration-related benefits.
- Interacted with telephone callers and answered questions about immigration attorneys' services.
- Increased success rates in immigration cases by assisting with the collection of supporting evidence.
Legal Assistant
Self-Employed Prestamos YA S.A.S
Barranquilla
02.2016 - 02.2017
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Enhanced office productivity by implementing efficient document management systems for easy retrieval and storage.
- Responded to client inquiries, providing accurate legal advice and offering assistance.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Handled billing tasks efficiently and accurately, ensuring smooth financial operations for the legal team.
Education
Graduate In Human Resources Management - Human Resources Management
Politecnico Superior De Colombia
Barranquilla, Colombia 05.2001 - 05.2020
Graduate in Strategic Management - Business Management
Formation Center-Combarranquilla
Barranquilla, Colombia10.2020
Graduate in Excel Handling - Office Management
Formation Center-Combarranquilla
Barranquilla, Colombia10.2020
Graduate in English: B2 High - English
Universidad Del Atlantico
Barranquilla, Colombia11.2017
Lawyer - Law
Universidad Del Atlantico
Puerto Colombia, Colombia09.2014
Skills
US Immigration Law
Languages
Spanish
Proficient
C2
English
Upper intermediate
B2
Timeline
Immigration Legal Assistant
The Chidolue Law Firm, PLLC
01.2024 - Current
Preintake Admin
Abogada Alexandra Lozano PLLC
03.2023 - 07.2023
Evidence Verifier Specialist
Abogada Alexandra Lozano PLLC
01.2023 - 03.2023
Immigration Intake Supervisor
Abogada Alexandra Lozano PLLC
02.2022 - 12.2022
Immigration Instake Specialist
Abogada Alexandra Lozano PLLC
02.2021 - 01.2022
Call Center Representative
Atlantic Quantum Innovations
03.2019 - 02.2021
Collections Agent
Sutherland
02.2017 - 02.2021
Legal Assistant
Self-Employed Prestamos YA S.A.S
02.2016 - 02.2017
Graduate In Human Resources Management - Human Resources Management
Politecnico Superior De Colombia
05.2001 - 05.2020
Graduate in Strategic Management - Business Management
Formation Center-Combarranquilla
Graduate in Excel Handling - Office Management
Formation Center-Combarranquilla
Graduate in English: B2 High - English
Universidad Del Atlantico
Lawyer - Law
Universidad Del Atlantico
Trainer
Abogada Alexandra Lozano PLLC
7 2023 - 12.2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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