Milagros C. Rivera
Raymore,United States
Summary
Immigration Services Officer with extensive experience at United States Citizenship and Immigration Services, specializing in case file management and bilingual communication. Demonstrated expertise in regulatory analysis and problem-solving, ensuring compliance and improving operational efficiency. Recognized for exceptional support to Spanish-speaking applicants, showcasing adaptability and meticulous attention to detail in high-pressure situations.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Immigration Services Assistant
United States Citizenship Immigration Services
Kansas City, MO
12.2023 - Current
- Prioritized daily tasks to align with field office and DHS component requirements.
- Processed incoming mail from ICE and verified proper routing of files.
- Managed individual case files, tracking movements between ERO, Legal, and agency areas.
- Conducted audits of files and served as records liaison to agency components.
- Updated office tracking system for incoming and outgoing files from ICE, ERO, and Legal.
- Identified and expedited processing of correspondence requiring urgent attention for appeals and fee waivers.
- Performed analysis of files and maintained data integrity across information systems.
- Assisted Spanish-speaking applicants with inquiries and received recognition for support provided.
- Managed scheduling of interviews and appointments for immigration services.
- Maintained accurate records of applicant information in agency databases.
- Provided guidance to applicants on documentation requirements and procedures.
- Collaborated with team members to streamline workflow and improve efficiency.
- Conducted data entry of case information into electronic systems for tracking.
Immigration Services Officer
United States Citizenship Immigration Services
Overland Park, United States
02.2023 - 12.2023
- Reviewed and responded to public inquiries in Spanish and English via email and phone.
- Conducted outbound calls to assess applicant needs and deliver assistance.
- Analyzed adjudicative inquiries to determine eligibility for immigration benefits.
- Assessed daily service items in STARS using Salesforce, prioritizing by receipt date.
- Identified and reassigned duplicate service items in STARS for efficient resolution.
- Interviewed applicants to evaluate credibility and eligibility for immigration benefits.
- Communicated complex immigration laws to applicants in both languages.
- Collaborated with legal teams to resolve intricate case issues and provide guidance.
Bilingual Customer Service Rep
Social Security Administration
Kansas City, United States
08.2018 - 02.2023
- Provided comprehensive assistance to beneficiaries and representatives via phone and digital media regarding SSA programs.
- Determined nature of inquiries through strategic interviewing, resolving complex issues related to benefits eligibility.
- Guided callers in applying for SSA programs, offering options for online services or scheduling interviews.
- Educated clients on the advantages of creating a 'My SSA account' for streamlined access to benefits.
- Furnished information on work incentive programs and compliance with reporting requirements.
- Processed applications and resolved discrepancies in earnings with accuracy and efficiency.
- Responded to Medicare inquiries, explaining eligibility, premium payments, and options for Part D assistance.
- Maintained up-to-date knowledge of policies, ensuring effective communication in English and Spanish.
- Assisted clients in understanding Social Security benefits and services.
- Provided bilingual support to diverse populations in various customer inquiries.
- Responded to customer inquiries in both English and Spanish, providing accurate information about the services provided.
- Displayed patience and understanding when dealing with difficult situations.
- Utilized multiple computer systems to access customers' accounts.
Bilingual EEOC Investigator
Equal Employment Opportunity Commission
Kansas City, United States
06.2015 - 12.2016
- Investigated claims of discrimination based on race, sex, religion, and other protected categories.
- Analyzed evidence and documentation to support case findings and recommendations.
- Conducted comprehensive investigations into discrimination complaints across various industries.
- Interviewed witnesses and complainants to gather pertinent case information.
- Drafted formal charges and complaints for submission by complainants.
- Researched information from charging parties to assess Commission jurisdiction.
- Collaborated with legal teams to prepare cases for potential litigation.
- Facilitated outreach events at Mexican consulates to educate Spanish-speaking individuals on employment discrimination rights.
Correspondence Exam Technician
Internal Revenue Service
Kansas City, United States
08.2003 - 06.2015
- Reviewed individual tax returns, resolving issues related to self-employment tax and child tax credit.
- Assisted taxpayers with inquiries on tax filings and regulations.
- Identified discrepancies within agency database systems and implemented corrections.
- Translated Spanish auditing letters and taxpayer correspondence to improve comprehension of tax matters.
- Facilitated resolution of inquiries from Spanish-speaking taxpayers through team collaboration.
- Recommended resources like Taxpayer Advocate Service and Low-Income Tax Clinics for taxpayer assistance.
- Applied conflict resolution techniques to de-escalate challenging taxpayer interactions.
- Ensured compliance with IRS regulations while maintaining accuracy in processing tax documents.
Education
High School Diploma -
Louis D. Brandeis H.S.
New York06-1988
Some College (No Degree) - Liberal Arts And Sciences
Longview Community College
Lee's Summit, MOSkills
- Case file management
- Immigration application processing
- Database management
- Compliance review
- Bilingual communication
- Regulatory analysis
- Information tracking systems
- Investigative research
- Attention to detail
- Effective communication
- Technical writing
- Team collaboration
- Record preparation
- Spreadsheet proficiency
- Workload management
- Documentation and filing
- Administrative tasks
- Verbal and written communication
- Typing speed 50 wpm
- Document preparation
- Decision-making skills
- Microsoft Office Suite proficiency
- Flexibility and adaptability
- Editing and proofreading skills
- Data entry expertise
- Inventory management
Accomplishments
- Continually broaden and enhance job skills, resulting in performing more complex and varied work activities.
- Take initiative to increase understanding or relevant organizational processes and applies them in helping to achieve own, and team objectives.
- Provide useful suggestions to management in ways to use resources more efficiently i performing the work.
Job Related Training
- Customer Service Certificate of Completion, 01/01/19
- Investigator Training Certificate, 08/01/16
Languages
Spanish
Professional
Certification
- Member of the NNA - Commissioned Notary Public 10/25/2023 to present.
References
References available upon request.
Timeline
Immigration Services Assistant
United States Citizenship Immigration Services
12.2023 - Current
Immigration Services Officer
United States Citizenship Immigration Services
02.2023 - 12.2023
Bilingual Customer Service Rep
Social Security Administration
08.2018 - 02.2023
Bilingual EEOC Investigator
Equal Employment Opportunity Commission
06.2015 - 12.2016
Correspondence Exam Technician
Internal Revenue Service
08.2003 - 06.2015
High School Diploma -
Louis D. Brandeis H.S.
Some College (No Degree) - Liberal Arts And Sciences
Longview Community College
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