Darla McConnell
PLEASANT HILL, MO,MO
Summary
Experienced data entry professional with a solid foundation in service operations. Adept at improving customer satisfaction and optimizing processes to boost operational efficiency. Proven track record in problem-solving and clear communication, facilitating seamless and efficient interactions. Skilled in service operations, ensuring customer satisfaction and operational efficiency. Utilizes problem-solving and communication skills to enhance service delivery. Knowledgeable in team collaboration and adaptability, contributing to consistent and reliable performance.
Service professional with solid track record in customer service and operational management. Adept at leveraging experience to drive process improvements and optimize customer experiences. Known for team collaboration, adaptability, and achieving results through effective communication and problem-solving skills.
Professional service expert with solid background in delivering exceptional customer support and fostering positive client relationships. Skilled in problem-solving, process improvement, and ensuring compliance with policies and regulations. Strong focus on teamwork and achieving results, with flexible approach to adapt to changing needs. Reliable, dependable, and equipped with excellent communication and organizational skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Immigration Service Officer (GS 1801-12, Step 8)
National Benefit Center
05.2007 - 09.2025
- Sixty to Ninety day detail to T-Pro as Supervisory Immigration Services Officer for Team 5
- Review all denials
- Review all BCU and FDNS referrals.
- Review QAT and QAR on officers.
- Hundred percent reviews on fellow officers
- Maintain sign in book
- Hold team meetings
- Adjudicate Form I-765 Application for Work Authorization.
- Proficient in the following sections of 8 CFR: 274a.12: C18 Order of Supervision, A10 Withholding or Removal, C09 Adjustment of Status, C10 Cancellation of Removal, C11 Parole
- Adjudicate I-131 Travel Documents for Immigrants.
- Adjudicate I-90 Renew or Replace Green Card.
- Achieved the status of Subject Matter Expert on all I-765 and I-90 applications.
- Lead employee responsible for “Biometric Project,” customer service project that identifies and resolves Employment Authorization applications without biometrics.
- Lead employee to resolve complex work authorization issues identified by Analysis Integrity Division and Records.
- Collateral Duties:
- Mentoring
- Selected to demonstrate I-765/Biometric project for the NRC Leadership Program participants during a one-day shadow assignment at the National Benefit Center.
- Mentor new ISO III on I-765.
- Routinely provide technical guidance to officers on ancillary work permits I-765 and I-90 forms.
- Mentor new officers on miscellaneous I-765 applications and initial computer setup.
- Process improvements
- Explained how to use PCQS in training class to find underlying petition to speed up adjudications.
- Reviewed existing Biometric Project process. Identified inefficiency in processes. Proposed and implemented new processes, resulting in reduction in the backlog and number of employees to complete the project.
- Created Visio diagram of C10 (Cancellation of Removal) process flow.
- Created a barcode sheet for validity dates to assist officers to reduce date errors in Claims 3.
- As part of the initial telework group, provided feedback for Telework Program.
- Created a reference guide to assist officers in navigating the new National DC510 system.
- Management Duties
- Sixty to Ninety day detail to Temporary Promoted as Supervisory Immigration Service Officer.
- Acting Supervisory Immigration Services Officer for six week detail while Supervisor was at basic.
- Reviewed and signed resolution memos and denial reviews.
- Delegated as point of contact for Division 3.
- Special Projects:
- Collaborated with teammate to reduce 7000 case backlog by restructuring spreadsheet data and adding barcodes. This process change also allowed officers to work more efficiently so the backlog would not build again.
- Performed system updates for adjudicated applications discovered through A-file sweeps.
- Awards:
- Received three time off rewards in 2017 for my work.
- Received Achieved Excellence performance rating award for 2013,2014,2015,2016 and 2017.
- Certificate of Appreciation “Watchdog” Award: detecting a major error in biometric project. (2013)
- Certificate of Appreciation for extraordinary effort an support to the National Benefit Center Employee Training and Mentorship Program (2012-2013)
- Certificate of Appreciation for supporting the National Benefits Center’s Biometric Project.(2012)
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Streamlined service processes, enhancing operational efficiency and reducing response times.
- Implemented feedback mechanisms to gather client insights and drive continuous improvement initiatives.
- Mentored junior staff on best practices for service delivery and customer engagement techniques.
- Analyzed service data to identify trends, informing strategic decisions for improved service offerings.
- Collaborated with cross-functional teams to ensure seamless service integration across departments.
- Developed and maintained accurate records of programs and services.
- Developed training programs for new employees, focusing on skills essential for outstanding customer interactions.
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
Education
High School Diploma -
Tri County High School
Thornburg, IA05-1979
Skills
- Cross-selling and Up-selling
- Reporting and documentation
- Effective communication skills
- Excel proficiency
Accomplishments
- Achieved Excellent by completing data entry and adjudications with accuracy and efficiency.
- Supervised team of eight staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved data entry errors which led to reducing backlog cases.
- Collaborated with team of two in the development of Biometric Project.
Certification
- Certified Immigration Officer Step 12 / 8, National Benefit Center - 2007-2025
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Recieved Achieve Excellent for the last 17 years.
This reward is given to employees that have achieved high standard in their work.
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Flexible work hoursHealthcare benefitsWork from home optionPaid sick leavePaid time offTimeline
Immigration Service Officer (GS 1801-12, Step 8)
National Benefit Center
05.2007 - 09.2025
High School Diploma -
Tri County High School
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