A well-organized, Bilingual Legal Senior Intake Specialist - Immigration and Criminal Defense. Account Management/Product/Customer Service Specialist with significant expertise in developing and facilitating staff development training, addressing customer service escalations, and vendor management. Enjoys working as a change agent and making a positive difference to clients, projects, and stakeholders. Major strengths include focus, energy, and excelling in a detail-oriented deadline-driven work environment.
Hi, I’m
Norma De Leon
Austin,TX
Summary
Overview
1
year of professional experience
Work History
The United Firm | La Liga Defensora APCAustin
Senior Intake Specialist - Immigration and Criminal Defense
03 2025 - 08 2026
Job overview
- First point of contact with prospective clients, screen leads, responsible for obtaining case details to determine if the firm will retain the client.
- Handle large volume of incoming calls.
- Screen telephone calls before scheduling an attorney-client consultation.
- Monitor all new client inquiries (email, internet, phone and referrals)
- Update logs and reporting systems to reflect status of all potential new clients.
- Conduct potential new client interviews with empathy and compassion.
- Conduct over the phone prospective client interviews.
- Collaborate with attorneys to complete the initial consultation process.
- Receive all pertinent documents related to the potential client to provide to the attorney for vetting.
- Provide the scope of services to the client after attorney review for contract preparation.
- Interact with attorneys, paralegals for client inquiries for updates to the client.
RegusAustin, Texas, USA
Community Manager
06 2024 - 03 2025
Job overview
- First point of contact with clients, guests, prospects and building property management team
- Managing meeting room booking system
- Preparing offices for move-in/move outs
- Responsible for managing center operations, sales, location revenue, customer service, onboarding new clients, client retention, IT, finance and posting craigslist ads daily
- Responsible for quarterly USPS CMRA audit
RegusAustin, Texas, USA
Community Associate
06 2023 - 06 2024
Job overview
- First point of contact for all clients, guests and prospects
- Responsible for assisting the management team in daily center operations, sales, overseeing 80 office and virtual clients
- Manage craigslist ads on a daily basis for all centers citywide
- Communication with the building property management team
Beacon Hill (Contract - Remote) – Guidehouse/Nan McKayAustin, Texas, USA
Account Manager – Housing Specialist
07.2022 - 06.2023
Job overview
- Maintain a safe and secure work location that ensures automation and data is secured at the highest standard
- Continuously provide a quality and proficient work ethic to the organization without compromise
- Assist SC Housing to meet or exceed Service Level Agreement (SLA) standards
- Assist with mitigating financial hardships and displacements associated with the Coronavirus pandemic
- Ensure that state and federal guidelines are adhered to regarding HAF processing
- Review and process South Carolina HAF (Homeowner Assistance Fund) applications for reinstatement of delinquent accounts with their loan servicers
- Manage designated loan servicer accounts
- Active communication with loan servicer HAF representatives for receipt of files
- Responsible for processing files to each loan servicer to initiate and validate the applicants delinquent payments
- Responsible for the safety and security of applicants PII by maintaining the highest standard of equipment to ensure safeguards are in place
- Weekly team meetings with loan servicers to review pending files
- Maintain aged files to move toward processing for applicant payment/reinstatement
- Daily use of Salesforce
Education
Austin Institute of Real EstateAustin, TX
Graduate from Real Estate
University Overview
University of Texas at AustinAustin, TX
Graduate from Legal Assistant Program
University Overview
Temple CollegeTemple, TX
Associate of Applied Science from Banking And Finance
University Overview
Skills
- Salesforce
- Litify
- Airtable
- Ring Central
- CRM systems
- Sales and Marketing knowledge
- Outlook/MS Word/Excel
- 10-key by touch/70 wpm
- Strong written communication skills
- Management skills
- Leading cohesive teams/Training Associates
- Onboarding new clients
- Project/Program management
Accomplishments
Accomplishments
- Honor Graduate Temple Junior College
- President of National Hispanic Real Estate Professionals
- Treasurer of Women's Council of Realtors
- Greater Austin Hispanic Chamber Ambassador
- Go Austin Vamos Austin (GAVA)
Languages
Spanish
Timeline
Account Manager – Housing Specialist
Beacon Hill (Contract - Remote) – Guidehouse/Nan McKay
07.2022 - 06.2023
Senior Intake Specialist - Immigration and Criminal Defense
The United Firm | La Liga Defensora APC
03 2025 - 08 2026
Community Manager
Regus
06 2024 - 03 2025
Community Associate
Regus
06 2023 - 06 2024
Austin Institute of Real Estate
Graduate from Real Estate
University of Texas at Austin
Graduate from Legal Assistant Program
Temple College
Associate of Applied Science from Banking And Finance