Andreina Sanchez
Sierra Vista,AZ
Summary
Bilingual intake and client services professional with extensive experience in immigration law firm operations and case management. Expertise in conducting consultations, managing sensitive information, and training staff to enhance organizational efficiency. Demonstrated success in managing high-volume workflows while ensuring compliance and delivering exceptional client experiences.
Overview
7
7
years of professional experience
Work History
Intake Assistance Manager
Lisinski Law Firm
01.2025 - Current
- Oversaw daily intake operations, coached team members, resolved complex client issues, and ensured consistent, high-quality client experiences aligned with attorney guidelines.
- Facilitated complex immigration consultations as the primary in-office resource for the Intake team and addressed escalated client concerns.
- Managed escalated client calls to provide effective resolutions. and in-office consultations.
- Supported Intake Manager in training, onboarding, shadowing, and performance coaching to enhance team capabilities.
- Coached team members on attorney approved ethical sales scripts to improve close rates.
- Conducted role-playing and consultation reviews to support performance improvement.
- Monitored consultations for quality, empathy, and compliance.
- Reviewed and approved payment plans and manager specials in accordance with firm guidelines to ensure compliance.
- Streamlined intake workflows, standard operating procedures, and client service processes in collaboration with leadership.
Intake Specialist
Lisinski Law Firm
Tampa, Florida
07.2022 - 12.2024
- Provided client intake services by conducting detailed immigration consultations, educating clients on legal options, and converting qualified leads into retained clients while maintaining compliance and exceptional customer service.
- Conducted in-office intake consultations to assess eligibility and determine appropriate case types, ensuring alignment with attorney guidelines.
- Converted leads into clients using effective communication techniques, strengthening client acquisition.
- Led interviews using approved sales scripts, empathy, and active listening.
- Educated clients on services and payment options, enhancing understanding of firm benefits.
- Collected and documented client information while ensuring strict confidentiality and compliance.
- Scheduled appointments and sent contracts for execution.
- Followed up with leads to enhance engagement and clarify information, building stronger client relationships.
- Traveled to support new office openings by assisting with intake operations and ensuring consistent client service standards.
Service Advocate
Asurion
, Remote
01.2022 - 12.2022
- Delivered excellent customer service by addressing queries and resolving complex issues in the most timely and professional manner.
- Leveraged strong knowledge of company products to provide robust recommendations to customers.
- Communicated and engaged with clients in person and by phone to ensure successful and on-time completion of required tasks.
- Reviewed customer accounts for adherence to scripts, ensuring consistent service delivery by Service Advisors.
- Conducted audits of Service Advisor actions to ensure compliance with company standards. and communicated findings to management for targeted improvement.
- Updated and maintained client records to ensure accurate documentation and support effective client interactions.
- Increased process efficiencies by ensuring compliance with corporate and regulatory policies regarding information confidentiality and privacy.
- Operated various computer systems and applications to support daily tasks. and used search tools to find relevant information.
- Improved overall team performance while directing, supervising, and training technicians.
Service Advocate
Stop the Gap – Pilot Program
01.2021 - 12.2021
- Reviewed customer accounts, ensuring Service Advisors adhered closely to provided scripts to enhance service consistency.
- Analyzed team notes, offering actionable suggestions to improve customer assistance quality.
- Led the training of new employees on key processes and procedures.
- Managed contract termination forms, reviewing contracts to ensure compliance and accuracy.
- Participated in peer review sessions, evaluating and providing feedback to enhance coworkers' work.
Case Manager
Original Equipment Manufacturer
01.2019 - 12.2021
- Developed and executed innovative strategic plans to successfully resolve 750+ customer complaints.
- Collaborated with LG, Whirlpool, and GE to resolve complex customer cases, ensuring timely solutions.
- Coordinated communication with LG, Whirlpool, and GE to identify and implement optimal solutions for customer cases.
- Implemented solutions by collaborating with key customers and service departments to address issues.
- Engaged customers to address inquiries and concerns, enhancing overall customer satisfaction.
Intern
Bus Cumaná
Cumana, Venezuela
01.2019 - 12.2019
- Coordinated with drivers to ensure effective communication and smooth operations during shifts.
- Monitored and prioritized passenger safety and comfort throughout bus routes.
- Assisted in daily transportation operations to uphold punctual bus schedules.
- Reviewed contracts for new hires and terminations to ensure compliance with company policies.
Education
Organizational Management -
Purdue University Global
Online02.2026
Lean Six Sigma Yellow Belt -
University of South Florida
Tampa, FL01.2024
PHR Certification -
Syracuse University
Online01.2022
Certificate - ESL Advance/ESL
Fayetteville Technical Community College
Fayetteville, NC01.2020
Human Resources Professional -
Texas A & M University-Kingsville
College Station, TX01.2020
Bachelor of Science - Law
Universidad Nor-Oriental Privada Gran Mariscal de Ayacucho
Cumaná, Venezuela01.2017
Skills
- Case management
- Client relations management
- Process optimization
- Process improvement
- Compliance & Confidentiality
- Data Entry & Records Management
- Reporting & Metrics Tracking
- CRM management
- Project management
- Staff Training & Supervision
- Team management
- Cross-functional collaboration
- Communication management
- Written communication
- Problem-solving
- Conflict resolution
- Documentation
Languages
- English, Advance
- Spanish, Native
Process Improvement
Skilled at evaluating business operations, uncovering conclusions, presenting effective recommendations, and determining eventual improvements.
Training And Development
Demonstrated ability to successfully lead and train diverse teams to improve performance and enhance overall organization productivity.
Timeline
Intake Assistance Manager
Lisinski Law Firm
01.2025 - Current
Intake Specialist
Lisinski Law Firm
07.2022 - 12.2024
Service Advocate
Asurion
01.2022 - 12.2022
Service Advocate
Stop the Gap – Pilot Program
01.2021 - 12.2021
Case Manager
Original Equipment Manufacturer
01.2019 - 12.2021
Intern
Bus Cumaná
01.2019 - 12.2019
Organizational Management -
Purdue University Global
Lean Six Sigma Yellow Belt -
University of South Florida
PHR Certification -
Syracuse University
Certificate - ESL Advance/ESL
Fayetteville Technical Community College
Human Resources Professional -
Texas A & M University-Kingsville
Bachelor of Science - Law
Universidad Nor-Oriental Privada Gran Mariscal de Ayacucho