Leticia Gallegos Ramirez
Hutto
Summary
Service professional with background in enhancing customer experiences and operational efficiency. Demonstrates strong focus on team collaboration and achieving results, ensuring reliability and adaptability. Skilled in conflict resolution and maintaining high standards of service.
Professional with solid background in providing exceptional customer service and support. Adept at team collaboration and achieving results, ensuring seamless operations and customer satisfaction. Skilled in communication, problem-solving, and adapting to changing needs, making positive impact on any team. Reliable and flexible, consistently delivering high-quality service and contributing to productive work environment.
Attentive individual with drive to work in fast-paced environments. Engaging demeanor with great communication skills.
Overview
17
17
years of professional experience
Work History
Immigration Service Assistant
Department of Homeland Security/U.S. Citizenship & Immigration Services (USCIS)
07.2022 - Current
- I am responsible for the assisting, handling of individual case files, accounting for the movement of files to other locations, conducting audits of files and acting as a records liaison with other agencies
- Gain and developed a strong foundation of immigration laws, and fraud-related laws, regulations, policies, and procedures through electronic background and security checks, document review, and other investigative methods in support of adjudicative decisions
- Assist with petitions for Immigration benefits under the Immigration and Nationality Act (INA), as amended
- Utilized electronic systems to provide verification of any number of established data points to make adjudicative decisions, determine appropriate level of adjudicative review, and update databases with appropriate information and decisions
- Creating, and editing documents and correspondence using software; to include but not limited to databases, spreadsheets, and word processing
- Handling highly sensitive information and secure documents
- Identifying incoming requests and channel those through proper department for processing
- Analysis files, reports, and detailed information systems and databases; maintaining graphic data integrity
- Pre-screening various applications and submissions by USCIS customers for accuracy and completeness of initial supporting documentation
- Prepare reports utilizing several software applications and retrieving information from other software systems
- Conduct fact finding in many available databases, spreadsheets, graphics, and word processing
- Providing administrative support of clerical functions, preparing file records, preliminary processing of case files, and maintaining data information in a variety of immigration management systems
- Conduct evaluation on technical information to provide advice to colleagues on technical issues
- Developed a collaborative working relationship with peers, senior officers, and management
- Train closely with a senior officer, trainer, and supervisors in granting or denying of applications and petitions for immigration process by implementing rules of evidence, applying precedent decisions, and following the agencies policies, procedures, and directives
- Examined, evaluated evidence, and analyzed immigration documents received for authenticity primarily to detect fraud
Coordination Center Officer
U.S. Department of Homeland Security (DHS)/Transportation Security Administration (TSA)
08.2016 - 07.2023
- Support the work force with administrative functions by providing instructions to management and supervisors on security operations procedures
- Assist with assignments, designated position, employee details, and resignations
- Provide guidance to employees and management concerning special assigned duties for high-risk travelers; reviewing submitted data at the end of shift
- Verify all data input matches hard copy paperwork for final processing
- Track and provide deadlines and administrative requirements were accomplished in a professional and timely manner
- Generate reports for upper management with passenger projected throughput for staffing purposes
- Accomplishments: I assist management and employees as an administrative assistant to over 450 employees for TSA’s workforce at Austin Bergstrom International Airport
- I am an expert in using automated systems such as Excel, PowerPoint, AIM, iShares, Word, Outlook and PMIS to conduct research, gather data and update agency software
- Convert, download and review approximately 450 employees leave request submissions daily
- I oversaw and managed all leave submissions, approved, disapproved and reject submissions ensuring all forms were processed in a timely manner and 100% accuracy
- Responsible for maintaining a secret clearance to handle sensitive data handled in this capacity
- Handle all work orders generated throughout the day
- Develop, maintain, and prepare reports and office records such as word processing documents, spreadsheets, update databases and employee property
- Supervise incidents and provide information concerning arrest of passengers attempting to smuggle prohibited items
- Prioritize and delegate tasks as needed to ensure the smooth flow during incidents
- Responsibilities for overall duties during the shift
- Performance work plans for shift team, coordinated schedules and maintained paperwork for all security areas with accuracy and accountability purposes
- Independently research, interpret and analyze an extensive spectrum of sources including pertinent sections of the law and regulations, operating instructions, references and guidance contained in legislative history, precedent decisions, state and local laws, international treaties and other legal references to embrace the correct course of action
- Analyze and evaluate effectiveness of complex data
- Coordinate VIP, Wounded Warrior and Persons with Disabilities processing through the security checkpoint
- Ensure notifications are made to the proper chain of command of ongoing incidents and activities
- Make decisions on any new incident that may require action
- Prepare reports and briefings for upper management on issues pertaining to any significant security incident
- Coordinate readiness status, maintain and create work orders for equipment and property at airport locations
Supervisor Transportation Security Officer
U.S. Department of Homeland Security (DHS) /Transportation Security Administration (TSA)
09.2009 - 08.2016
- (Acting Manager) As a supervisor, maintain secret clearance and supervise a team of 14 officers
- Methodically ensure duties and responsibilities for officers were performed in a timely and effective manner
- Maintain a cohesive team environment and provide an open line of communication to minimize weakness or vulnerability of security screening
- I implemented security screening procedures to ensure the safety of air travel
- Respond to critical security incidents, apply standard operating procedures
- Ensure officers understand and enforce safety procedures
- Conduct security checks in accordance with all applicable DHS/TSA laws and policies
- Use strong analytical, problem solving and encourage attention to detail
- Conduct briefings, issue assignments and organize workload to officers
- Review routine paperwork, data input, including Incident Reports and process performance evaluation
- Input timesheet in the automated program properly
- Create reports and letters of counseling for upper management and personnel
- Ensure proper care and maintenance of equipment and supplies
- Continuously planned and organized mentorship, guide and oversee the development of new employees
- Conduct remedial and perform counseling
- Accomplishments: Maintained payroll timesheets biweekly with 100% accuracy ensuring employees were paid in a timely manner
- Worked alongside stockholders, airline representatives and Austin Police Department (APD) Law Enforcement Officers (LEOs)
- Establish a good rapport with all officers and provide guidance
- This mutual working relationship promoted a positive and safe work environment with our team members increasing morale and productivity
- I received a “Top Gun Team” award for excellence performing x-ray duties for all my team members and myself
- I received several “Supervisor of the Quarter” awards
- I was awarded “Supervisor of the Year” runner up as well
- As an Assistant Trainer I completed routine cases or work assignments, and remain compliant with regulations, and policies with respect to security
- Analyze immigration documents presented for travel, process denials
- Analyzing and interpreting immigration laws, policies and procedures
- Conduct re-certifying current employees that need remediation
- Perform data input and filing as necessary
- Conceal items on my person for learning purposes and instruct officers to perform resolution pat downs
- Give feedback to all officers with their performance
- Ensuring required supporting documentation is included in the application package
- Train newly certified officers how to process and gather pertinent data on valid non-U.S
- Citizens court documentation
- Deny fraudulent U.S
- Citizenship and Identification card holders
- Enforce officers to pay extra attention to detail on all driver licenses provided for travel verification and all other identifications
- Such as the U.S
- Passports, DHS trusted travel cards and permanent resident cards
- Ensured all duties and responsibilities of Leads were accomplished
- Mentor employees and assist in building confidence for them to perform their new duties
- Provided administrative support in filing records and updating training logs
- Tracked officers’ files in remediation accountability
- I researched and analyzed security policies and provided creative solutions by effectively communicating with staff the accurate data they needed to maintain certification
- Provided guidance and assistance to managers, supported staff, passengers, foreign and domestic with identification status to process through the security checkpoint
- My effort to resolve issues in an expedient manner reduced the time and effort that passengers spent on the checkpoint
Lead Transportation Security Officer
U.S. Department of Homeland Security (DHS)/Transportation Security Administration (TSA)
10.2007 - 09.2009
- (Acting Supervisor) I would assist the Team Supervisor with all aspects of running an efficient team on the passenger security checkpoint and in baggage screening areas
- Maintained training with the most up to date terrorist threat intel and equipment
- Assist with training new employees with equipment, procedures, and policies
- Responsible for performing the start-up duties of the security checkpoint; ensure equipment is functional at the beginning of the shift
- Plan and assign work, rotation and break/lunch schedules for all officers during shifts
- Conduct beginning and end of shift briefings on sensitive security information
- Monitor the flow of passengers through the screening checkpoint to facilitate orderly and efficient processing while providing customer service
- Review and analyze travel documentation provided by individuals to ensure regulatory compliance
- Authorized identification met government standards
- Seek guidance from the supervisor when provided documentation that was unrecognizable
- Conduct security checks in accordance with all applicable DHS/TSA laws and policies
- Complete routine cases or work assignments, remain compliant with all laws, regulations, and policies with respect to security
- Train newly certified officers how to process valid non-U.S
- Citizens court documentation
- Deny fraudulent U.S
- Citizenship and Identification card holders
- Enforce officers to pay extra attention to detail on all driver licenses provided for travel verification and all other identifications
- Such as U.S
- Passports, DHS trusted travel cards and permanent resident cards
- Ensured all duties and responsibilities of Leads were accomplished
- Completed training, conduct remedial, responsible for counseling and guidance of officers
- Review paperwork, data input, including Incident Reports and process performance evaluation
- Accomplishments: I was recommended and assigned to take over a team as a supervisor
- I took full responsibility and authority over the team of 15 Security Officers
- I supervised the team for an extended number of months and successfully turned the team over without incident and maintained a cohesive team environment
- I received “Lead of the Month”, “Lead of the Quarter” and “Leadership of the Year Award”
- I became proficient in detecting fraudulent identifications
- I received “Officer of the Month”, “Officer of the Quarter” and “Customer Service of the Year Award”
- I was sought after to translate for Spanish speaking foreign nationals
- As a result, I received “On the Spot Awards” for assisting with translations that went beyond the call of duty
Education
Science program -
Austin Community College
Round Rock, TXLogistics Specialist -
United States Naval Technical Training Center
Meridian, MS01.2005
Naval Recruiter -
United States Naval Recruiting Reserve Command
New Orleans, LA01.2000
Aviation School -
United States Naval Recruit Training Command
Great Lakes, IL01.1997
Skills
- Customer assistance
- Verbal and written communication
- Fluent in multiple languages
- Meeting deadlines
- Clear communication
- Decision-making
Training
- United States Naval Recruit Training Command, Great Lakes, IL, Aviation School, 1997
- United States Naval Recruiting Reserve Command, New Orleans, LA, Naval Recruiter, 2000
- United States Naval Technical Training Center, Meridian, MS, Logistics Specialist, 2005
Timeline
Immigration Service Assistant
Department of Homeland Security/U.S. Citizenship & Immigration Services (USCIS)
07.2022 - Current
Coordination Center Officer
U.S. Department of Homeland Security (DHS)/Transportation Security Administration (TSA)
08.2016 - 07.2023
Supervisor Transportation Security Officer
U.S. Department of Homeland Security (DHS) /Transportation Security Administration (TSA)
09.2009 - 08.2016
Lead Transportation Security Officer
U.S. Department of Homeland Security (DHS)/Transportation Security Administration (TSA)
10.2007 - 09.2009
Logistics Specialist -
United States Naval Technical Training Center
Naval Recruiter -
United States Naval Recruiting Reserve Command
Aviation School -
United States Naval Recruit Training Command
Science program -
Austin Community College
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