Summary
Overview
Work History
Education
Skills
Timeline
Generic

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

Analytical skills

Client-focused approach

Excellent communication

Results-oriented

Problem-solving

Excellent customer service

Detail oriented

Customer service excellence

Data entry

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

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Ivonnes EscarlethTeam Lead - Evidence Collection