Jamila Low
Summary
Results-oriented Immigration Client Services Consultant with more than 8 years of experience in providing legal administrative support to legal staff, organized and professional, specializing in administrative support to busy law offices. Committed to delivering high quality results with little supervision.
Overview
13
13
years of professional experience
Work History
Client Services Consultant
Fragomen Immigration Services
03.2019 - 02.2024
- Coordinated correspondence between attorneys and clients for active cases and other matters.
- Managed high volume PERM alias and coordinated responses with attorneys or case teams.
- Maintained up-to-date knowledge of product and IV & NIV immigration service changes.
- Identified issues, analyzed information and provided solutions to problems to the immigration attorneys and immigration teams.
- Supported case teams in multiple practice groups with clerical data entry and fact gathering
- Managed and updated case closure and case opening database for 1000+ clients.
- Mailed and arranged for delivery of legal correspondence to clients.
- Demonstrated strong organizational and time management skills while managing multiple immigration data entry and audit projects.
- Maintained knowledge on case status by reviewing relevant records and reporting back to clients and case teams.
- Experience with managing immigration-related records accurately, updating information, and supporting the immigration team.
- Demonstrated creativity and resourcefulness while conducting difficult development client's immigration escalation.
- Streamlined communication between clients and internal teams for improved consistency on standardized responses
- Championed a positive team environment that fostered collaboration, increased productivity, and improved client satisfaction within all immigration teams.
- Gained extensive knowledge in data entry, auditing data, analysis and reporting.
- Promoted superior experience by being detail-oriented while being accurate and careful when reviewing documents and client's immigration information.
- Enhanced client satisfaction by providing timely and accurate resolutions to immigration inquiries and concerns.
- Provided administrative support to the team by billing and refunded cases.
- Organized and detail-oriented with a strong work ethic.
- Provided bilingual (Portuguese) translations for abroad clients.
Team Support Specialist
Fragomen Immigration Services
01.2017 - 03.2019
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Managed high levels of call flow and responded to immigration inquiries via the PERM and AOS alias' of +1000 clients.
- Enhanced team efficiency by streamlining communication and implementing effective by creating a FAQs for PERM initiation and questionnaires.
- Assisted in bill and provide refunds closely to maintain an accurate billing through the PERM team.
- Resolved a diverse range of immigration inquiry issues across multiple systems and applications for clients and end-users across various time zones.
- Coordinated with cross-functional teams to facilitate smooth workflow and information sharing among IV and NIV departments.
- Conducted regular training sessions for new employees to facilitate seamless integration into the team.
- Documented support interactions for future reference.
- Facilitated strong working relationships between different departments by organizing cross-departmental meetings and collaborative projects.
- Maintained up-to-date knowledge on immigration industry trends, sharing relevant insights with colleagues to help inform decision-making processes.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Provided professional services and support in a dynamic work environment.
- Identified issues, analyzed information and provided solutions to problems.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with a strong work ethic.
- Proven ability to develop and implement creative solutions to complex problems.
- Applied effective time management techniques to meet tight deadlines.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Strengthened communication skills through regular interactions with others.
Receptionist
Fragomen Immigration Services
03.2015 - 01.2017
- Maintained confidentiality of information regarding clients and company.
- Increased customer retention rates through exceptional communication skills and problem-solving abilities.
- Handled cash transactions and maintained payments records accurately.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Corresponded with clients through email, telephone, or postal mail.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
- Monitored and screened visitors to verify accessibility to inter-office teams.
- Provided administrative support to immigration teams by handling correspondence, filing documents, and managing office supplies inventory.
- Assisted in the on-boarding of new employees by preparing orientation materials and providing guidance on company policies.
- Scheduled and maintained Attorneys appearances USCIS appointments.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Answered phone promptly and directed incoming calls to correct offices.
- Managed conference room schedules to ensure efficient use of space for meetings and other events.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Collaborated with management to improve internal processes and procedures for better workflow optimization.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
- Handled assignments independently with good judgement and critical thinking skills.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing immigration documents.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Gained strong leadership skills by managing projects from start to finish.
- Proved successful working within tight deadlines and a fast-paced environment.
- Self-motivated, with a strong sense of personal responsibility.
- Gained extensive knowledge in data entry, analysis and reporting.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Passionate about learning and committed to continual improvement.
- Worked effectively in fast-paced environments.
- Organized and detail-oriented with a strong work ethic.
Program Coordinator
ABC Languages
05.2011 - 11.2014
- Maintain day to day front desk operation by assisting in greeting students and directing them to their classrooms.
- Responsible for coordinating the new class by providing students with their material and books for their first day of class.
- Responsible for replying to potential new student's class inquiries via email and by phone.
- Coordinated teacher's schedule and vacation days.
- Kept classes program-related data accurate, up-to-date and easily accessible for management's visibility.
- Maintained student's material up to day by ordering accurately.
- Provided exceptional customer service to student's through prompt response times and attentive assistance with inquiries or class schedule concerns.
- Managed the intake of the I9 forms and personal documents of new teachers and maintained their records for payroll.
- Assisted payroll with billing of students weekly classes by maintaining accurate classes schedules.
- Followed up with students for billing of next classes
- Organized weekend fast track learning workshops by routing students and teachers to their classes along with their materials.
- Provided administrative support to teachers by assisting in printing class materials packages for students weekly classes.
- Applied effective time management techniques to meet tight deadlines.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Resolved problems, improved operations and provided exceptional service.
- Worked effectively in fast-paced environments.
- Completed paperwork, recognizing discrepancies and promptly addressing the resolution for students and management.
- Worked flexible hours across night, and weekend.
- Identified issues, analyzed information and provided solutions to problems.
Education
Associate of Arts - Language Interpretation And Translation
UNIBERO
Sao Paulo, Brazil01.2010
Skills
- Exceptional communication
- De-Escalation Techniques
- Problem Resolution
- System Documentation
- Customer Service
- Data Entry
- Relationship Building
- Immigration process knowledge
- Data Evaluation
- Billing Adjustments and Refunds
- Follow-up skills
- Database Maintenance
- Complaint Handling
- Customer Account Management
- Client Relations
- Process Improvement
- Client Support
- Strong empathy to clients needs
- Strong Teamwork and Collaboration
- Project management abilities
- LiveChat Messaging
- Report creation
- Remote Office Availability
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Microsoft Office & Pages
- File Management
Languages
Portuguese
Full Professional
Timeline
Client Services Consultant
Fragomen Immigration Services
03.2019 - 02.2024
Team Support Specialist
Fragomen Immigration Services
01.2017 - 03.2019
Receptionist
Fragomen Immigration Services
03.2015 - 01.2017
Program Coordinator
ABC Languages
05.2011 - 11.2014
Associate of Arts - Language Interpretation And Translation
UNIBERO