LANA O'BRIEN

• Prepared and reviewed immigration forms for accurate, timely submission to government agencies.
• Assisted attorneys by compiling evidence packages and drafting memos to strengthen petitions.
• Supported attorneys in managing employment-based immigration matters, including visa petitions and green cards.
• Organized and maintained detailed case files while monitoring deadlines to prevent delays.
• Streamlined documentation workflows and maintained audit-ready records for efficient attorney review.
• Communicated with clients to collect documents, explain procedures, and provide status updates.

• Facilitated administrative and legal support for nonprofit, improving office operations and managing multiple priorities.
• Coordinated events and scheduled meetings, organizing materials for staff and volunteers to ensure effective participation.
• Maintained organized records and legal documents, conducting research for compliance with nonprofit regulations.
• Communicated with clients, volunteers, and stakeholders to collect documentation and address inquiries promptly.
• Streamlined filing and document retrieval processes, boosting workflow efficiency and team productivity.

Handled high-volume inquiries, delivering professional service that improved customer satisfaction.

• Resolved customer complaints and escalations, achieving satisfactory outcomes through detailed documentation.
• Trained and mentored new call center representatives on policies, procedures, and best practices.
• Analyzed customer service data to identify trends, recommending actionable process improvements.
• Maintained accurate records of interactions and collaborated with teams to enhance resolution efficiency.