Ivonnes Escarleth
Team Lead - Evidence Collection
Guatemala
Summary
I possess strong leadership and analytical skills, a client-focused approach, and excellent communication abilities. I am results-oriented and adept at problem-solving, ensuring efficient outcomes in immigration initiatives.
Developed strong communication and problem-solving skills in customer-focused environment. Demonstrated ability to handle multiple tasks and provide timely resolutions to inquiries. Seeking to transition into new field, leveraging these transferable skills for impactful contributions.
Overview
5
5
years of professional experience
13
13
years of post-secondary education
Work History
Team lead - Evidence Collection
Abogada Julia GF Inmigration Law
01.2024 - Current
- Define objectives and strategies to achieve monthly goals.
- Organize and assign daily tasks to Kp’s agents.
- Motivate and train the team.
- Facilitate communication with agents and other departments.
- Evaluate agent performance.
- Promote the company’s core values among the agents.
- Improve and monitor the quality of agent calls.
- Daily call listening sessions to enhance call quality.
- Coaching sessions to share feedback and tips for improving quality related to customer service and customer experience.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Declaration and Forms Reviewer
Declaration and Forms Reviewer Agent
01.2024 - Current
- Call clients to verify edits in the documents to be sent to Immigration.
- Verify declarations and forms related to the type of case before sending to Immigration.
- Send emails, text messages, and case updates.
- Complete the document package that will be sent to Immigration.
- Maintained strong attention to detail while reviewing and uploading numerous documents daily, ensuring consistent quality and accuracy.
- Maintained strict confidentiality with sensitive client information, adhering to industry standards and company policies.
- Increased efficiency, automated routine tasks using specialized software.
Document Evidence Collector
Document Evidence Collector Agent
01.2024 - Current
- Developed reliable and strong relationships with clients, fostering trust and facilitating successful document collection.
- Improved customer satisfaction and provided effective case updates via phone, text message, and email.
- Assisted clients with the FBI fingerprinting process.
- Maintained a focused and detail-oriented approach in all tasks and during the interaction.
- Sent to the client, USCIS forms related to client processes.
- Review USCIS forms to ensure proper signatures and compliance.
- Conducted follow-ups to ensure deadlines were met.
- Provide excellent customer service by demonstrating empathy and maintaining warm, humanized interactions.
- Receive, verify, select and archive documents efficiently.
Case Worker CSR
Carvana
02.2022 - 12.2023
- Review, approval or disapproval of vehicle documents such as: Vehicle´s title, Driver´s license, Payoff, Paper registration, Vehicle registration, Etc
Chat representative
DIGI
02.2022 - 12.2023
- Assisting customers in real time with questions about sell, purchase or trade in vehicles
- Scheduling appointments
- Following up case process
- Documentation
- Uploading documents
- Cancellations
- Billing
- Approving or disapproval documents
- Following expired cases process
- Manual appraisal (vehicle´s offer)
- Trained new hires on company protocols, product offerings, and best practices for effective chat communication.
Assistant
SANATORIO RENACER
03.2021 - 02.2022
- Write and distribute emails, correspondence notes, letters, and forms.
- Assist in the preparation of regularly scheduled reports.
- Develop and maintain a filing system.
- Update and maintain office procedures and policies.
- Maintain contact lists.
- Provide general support to visitors.
- Act as a point of contact for internal and external clients.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
CSR
VXI-Century Link
04.2020 - 02.2021
- Customer service
- Land line service installation
- Internet service Installation
- Billing
- Moving services
- Enrollments for new customers
- Cancellation of services
- Demonstrated empathy skills, resulting in a higher rate of customer satisfaction and repeat business
- Responded to customer requests for products, services, and company information.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Developed strong relationships with clients by understanding their needs and preferences
Education
Business Administration
Galileo University
01.2000 - 01.2010
Bilingual Secretaty - undefined
Escuela Técnica Superior Alinari
01.1996 - 01.1999
Skills
Leadership
Timeline
Declaration and Forms Reviewer
Declaration and Forms Reviewer Agent
01.2024 - Current
Document Evidence Collector
Document Evidence Collector Agent
01.2024 - Current
Team lead - Evidence Collection
Abogada Julia GF Inmigration Law
01.2024 - Current
Chat representative
DIGI
02.2022 - 12.2023
Case Worker CSR
Carvana
02.2022 - 12.2023
Assistant
SANATORIO RENACER
03.2021 - 02.2022
CSR
VXI-Century Link
04.2020 - 02.2021
Business Administration
Galileo University
01.2000 - 01.2010
Bilingual Secretaty - undefined
Escuela Técnica Superior Alinari
01.1996 - 01.1999
Similar Profiles
Marian WisemanMarian Wiseman
Editor at Abogada Julia - GF Immigration LawEditor at Abogada Julia - GF Immigration Law
Sandra VanegasSandra Vanegas
Inmigration Paralegal at Inmigration Office LawInmigration Paralegal at Inmigration Office Law
Melissa Sarmiento De La CruzMelissa Sarmiento De La Cruz
Legal Assistant at ABOGADA ALEXANDRA IMMIGRATION LAWLegal Assistant at ABOGADA ALEXANDRA IMMIGRATION LAW