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
Leadership
Effective Communication
Immigration inquiries
Immigration case file strategies
Legal Research
Office Administration
Document Preparation
Appointment Scheduling
Continuous Process Improvement
Multilingual Proficiency
Proofreading
Professional writing
Client Interviewing
Compliance
Client relations skills
Immigration Law Knowledge
Legal writing
Fast Learner
Microsoft Office
Document drafting
Document filing
Legal Document Preparation
File Organization
Writing and editing
Client Communication
Document Editing
Customer Relationship Management
Legal Compliance
Case Management
Quality Control
Organizational Efficiency
Legal Terminology
Cross-Functional Communication
Attention to Detail
Adaptability
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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