Renata Antunes
Orlando,FL
Summary
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
17
17
years of professional experience
Work History
Office Manager
Magnolia Immigration Law
Orlando, FL
06.2023 - Current
- Company Overview: Magnolia Immigration Law assists clients in successfully navigating the impersonal and complex process of the U.S
- Immigration system
- Website: [website]
- Handle client scheduling with the attorney;
- Ensure all staff calendars are maintained and up to date;
- Track and manage client project milestones in conjunction with the attorney using appropriate software, escalating issues before they become issues;
- Answer basic client inquiries regarding case status and steps;
- Prepare, send and follow up on client invoices;
- Ensure timely collection of revenue;
- Review and process invoices and expenses reports;
- Ensure the facility is cleaned, maintained, safe and secure in order to represent the firm favorably with clients and staff;
- Understand and provide technology needs for the office and all staff;
- Manage inventory of office supplies and equipment;
- Liaise with technology and facility vendors to ensure excellent service and timely responses;
- View all operations and spending with lens of improvement and cost efficiency
- Magnolia Immigration Law assists clients in successfully navigating the impersonal and complex process of the U.S
- Immigration system
- Website: [website]
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Analyzed data from various sources to identify trends and make recommendations for improvement.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Monitored inventory levels and placed orders when needed.
- Responded to customer inquiries via phone or email in a professional manner.
- Maintained confidential records relating to personnel matters.
- Maintained filing system for records, correspondence and other documents.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Coded and entered daily invoices with in-house accounting software.
- Automated office operations for managing client correspondence, payment schedules and data communications.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Reviewed files and records to obtain information and respond to requests.
- Managed office inventory and placed new supply orders.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Monitored payments due from clients and promptly contacted clients with past due payments.
Senior Client Support Specialist
Yellow Visa PLLC
Washington, DC
02.2023 - 05.2023
- Company Overview: Yellow Visa is an immigration office specializing in green card visas
- The Yellow Visa is from the same HAYMAN-WOODWARD group, responsible for approximately 50,000 approved green cards
- Website: [website]
- Ensure that clients receive high-quality service and that their immigration applications are handled efficiently and effectively;
- Participate in the compliance meeting between the attorney, and the client;
- Assist clients in the construction of the EB2 NIW cases and family-based cases;
- Handle client inquiries;
- Communicate with government agencies;
- Maintain client files organized and accurately;
- Provide support to the attorneys
- Yellow Visa is an immigration office specializing in green card visas
- The Yellow Visa is from the same HAYMAN-WOODWARD group, responsible for approximately 50,000 approved green cards
- Website: [website]
- Responded to customer inquiries via telephone, email and chat services in a timely manner.
- Participated in team meetings to discuss current projects and brainstorm ideas for future initiatives.
- Monitored customer service metrics such as response time, resolution rate, and customer satisfaction scores.
- Tracked progress of open tickets and escalated unresolved cases when necessary.
- Collaborated with other departments to resolve complex customer issues quickly and efficiently.
- Created detailed reports on customer feedback for management review.
- Documented processes and procedures for internal use within the team and organization-wide distribution.
- Developed knowledge base articles to assist customers with common problems or questions.
- Adhered to all company policies and guidelines when providing client support services.
- Analyzed customer data to identify patterns of recurring issues or complaints.
- Developed strong relationships with customers through excellent communication skills.
- Identified opportunities for improvement in customer service process and procedures.
- Provided technical guidance to junior members of the team regarding best practices and standards.
- Applied client feedback to deliver information to management for corrective action.
- Delivered high level of service to clients in effort to build upon relationships for future.
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
- Researched, identified and responded to client inquiries expeditiously, providing reactive and proactive customer support.
- Led on- and off-site customer support teams across multiple time zones.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Client Support Supervisor
Hayman-Woodward Immigration Law Firm
Washington, DC
05.2019 - 01.2023
- Company Overview: Global Mobility Services is a multinational conglomerate that believes no bureaucratic boundaries or obstacles should exist for individuals and companies seeking to invest and thrive globally
- These include tax planning, tax compliance, insurance, wealth management, logistics, and global visas, which can help you plan and manage the global expansion of your businesses and investments
- Offices are located in Brazil, UAE, the UK, China, and Headquarters are in the USA with offices in DC, NY, and California
- The executive is based in Washington, DC
- Website: [website]
- Supervise the day-to-day operations of the Client Support Department;
- Identify and resolve complex clients' issues;
- Manage procedures and ensure the levels of service are maintained
- Document, track, and monitor problems to ensure resolutions are obtained on time;
- Ensure effective customer service is held in line with the procedures and mission of the Client Support Department;
- Ensure the team is answering the call, and providing guidance to our client regarding processing times, receipts, social securities, requests for evidence (RFE), decisions, approvals, combo cards, green cards, interviews, biometrics, premium processing, change of address, insurance, DMV, public charge, income tax, etc
- Monitor the staff progress and give feedback;
- Supervise the team and assist them with internal and external demands;
- Answer intra-company demands and assist coworkers;
- Expedite requests for I-485 and I-765; Intermediate calls and emails between clients and attorneys;
- Send Inquiries, change of address, problems with missing documents, green card, and combo card replacement;
- Log calls and saves important information in Salesforce;
- Orientation calls for adjustment of status and consular interviews; Prepare cover letters to assist the legal department when requested;
- Prepare labels for shipping documents; Share documents when requested by clients; Submit green cards, approvals, RFE, NOID, and decisions to the department in charge;
- Troubleshooting with third-party companies (UPS, USPS, FedEx); Updating green cards, approvals, RFE, NOID, and decisions in Salesforce; Supporting clients and employees at events
- Global Mobility Services is a multinational conglomerate that believes no bureaucratic boundaries or obstacles should exist for individuals and companies seeking to invest and thrive globally
- These include tax planning, tax compliance, insurance, wealth management, logistics, and global visas, which can help you plan and manage the global expansion of your businesses and investments
- Offices are located in Brazil, UAE, the UK, China, and Headquarters are in the USA with offices in DC, NY, and California
- The executive is based in Washington, DC
- Website: [website]
- Managed escalated customer cases by providing solutions that met or exceeded expectations.
- Provided guidance and mentorship to junior members of the client support team.
- Performed quality assurance checks on all customer interactions prior to closure.
- Developed training materials and conducted trainings for new members of the client support team.
- Maintained detailed records of all customer interactions for future reference.
- Collaborated with other departments such as sales, marketing, product development. in order to ensure successful implementation of projects for clients.
- Consulted with staff on resolution of complex service issues.
- Monitored incoming tickets and assigned tasks to appropriate personnel as needed.
- Resolved customer inquiries in a timely manner, while maintaining high levels of customer satisfaction.
- Recommended process improvements based on feedback received from customers.
Legal Assistant
Castro Legal Group
Pompano Beach, FL
05.2017 - 05.2019
- Company Overview: Castro Legal Group is a boutique law practice offering clients legal expertise and outstanding customer service
- Provide clients with tailor-made services to address legal needs and personal and corporate goals
- Positioned in Pompano Beach, Florida, the Castro Legal Group is available across borders by offering its clients phone consultations to accommodate the needs of their international clientele
- Website: [website]
- Responsible for VAWA, T-Visa, U-Visa, and Waiver cases;
- Assisting in family-based cases;
- Monitor the entire process of the client after qualifying for a certain visa by the lawyer;
- Check the necessary documentation, do the interviews, record, and transcript the testimonies for the client affidavit;
- File out the forms and prepare the package for the USCIS;
- Keep clients informed about their case progress
- Castro Legal Group is a boutique law practice offering clients legal expertise and outstanding customer service
- Provide clients with tailor-made services to address legal needs and personal and corporate goals
- Positioned in Pompano Beach, Florida, the Castro Legal Group is available across borders by offering its clients phone consultations to accommodate the needs of their international clientele
- Website: [website]
- Reviewed and prepared legal documents, such as contracts, pleadings, motions, briefs, memoranda of law and discovery requests.
- Maintained client confidentiality in all matters.
- Researched case law, statutes, regulations and other legal authorities to support assigned tasks.
- Ensured that all paperwork was properly filed according to established procedures.
- Generated reports summarizing case progress for internal use.
- Greeted clients upon arrival at office and provided assistance as needed.
- Conducted interviews with potential witnesses to obtain statements relevant to pending cases.
- Processed incoming mail on a daily basis.
- Answered phones promptly while providing courteous customer service.
- Compiled financial records related to specific cases.
- Prepared summaries of depositions, interrogatories and testimony for attorney review.
- Provided administrative support to attorneys by managing calendars; scheduling appointments; organizing files; preparing correspondence; filing court documents; and obtaining necessary signatures.
- Scanned physical documents into electronic format for storage in a secure database system.
- Maintained inventory levels of office supplies necessary for day-to-day operations.
- Updated databases with new information received from attorneys or clients.
- Handled telephone calls, meeting plans and conference organization requirements.
- Participated in client interviews, observed questioning process and documented information.
- Responded to client calls and inquiries to deliver applicable information.
- Drafted correspondence, documented data and submitted materials to appropriate parties.
- Organized legal documents in company filing systems and databases.
- Processed closing documents and transactional documents for legal review.
- Met with clients and attorneys to discuss case details and evidence.
Psychologist
Consorcio Queiroz Galvao - Galvao - IESA
Rio de Janeiro, Brazil
02.2011 - 06.2013
- Monitoring the entire admission process of the candidate from the behavioral interview to the first day of work at COMPERJ (The Rio de Janeiro Petrochemical Complex);
- Give feedback to the managers;
- Admission interviews, application of psychological testing and group dynamics, and draft opinions;
- Monitor the Trainee Program with Paulo Matos Consulting, regarding the inclusion of new trainees (technical lectures, vacation, job rotation, and development reviews)
- Conducted psychometric assessments to diagnose psychological disorders.
Psychologist
Consorcio Queiroz Galvao - IESA
Rio de Janeiro, Brazil
12.2007 - 08.2010
- Monitoring the entire admission process of the candidate from the behavioral interview to the first day of work at REDUC (Duque de Caxias Refinery)
- Give feedback to the managers and the president;
- Admission interviews, application of psychological tests testing and group dynamics, draft opinions;
- Development and implementation of the Professional Development Program for supervisors, Teachers, and Supervisors, Monitor and psychosocial counseling to participants in the program Development with the Social Worker
- Conducted psychometric assessments to diagnose psychological disorders.
Education
Postgraduate - Human Resources Management
Universidade Candido Mendes
01.2007
Postgraduate - Clinical Psychology
Associação Pestalozzi de Niterói
01.2002
Bachelor’s degree - Psychology
Universidade Estácio de Sá
01.2000
Skills
- RENATA AÑTUÑÊS
- Profile
- Assisting customer service staff in managing customer inquiries and complaints;
- Training customer service staff; Delegating tasks; Monitoring performance of
- Customer service staff; Conducting performance reviews; Organizing work
- Schedules; Developing standard work procedures; Collecting data and preparing
- Reports
- Skills
- Project planning, Team leader, Ability to resolve customers’ complaints and issues
- Self-Control, Ability to use positive language, Clear communication skills, and Time
- Management
- Languages
- Portuguese Native Proficiency
- English Professional Working Proficiency
- Spanish Limited Working Proficiency
- Data Entry
- Office Management
- Employee Supervision
- Billing
- Inventory Control
- Team Supervision
- Customer Service
- Compliance Monitoring
- Administrative Support
- Workflow Optimization
- Database Administration
- Senior leadership support
- Conflict Management
- Mail handling
- Customer Relations
- Organizational Skills
- Relationship Building
- Human Resources
- Emergency Response
- Employee Development
- Information Protection
- Document Management
Languages
English
Full Professional
Portuguese
Native/ Bilingual
Timeline
Office Manager
Magnolia Immigration Law
06.2023 - Current
Senior Client Support Specialist
Yellow Visa PLLC
02.2023 - 05.2023
Client Support Supervisor
Hayman-Woodward Immigration Law Firm
05.2019 - 01.2023
Legal Assistant
Castro Legal Group
05.2017 - 05.2019
Psychologist
Consorcio Queiroz Galvao - Galvao - IESA
02.2011 - 06.2013
Psychologist
Consorcio Queiroz Galvao - IESA
12.2007 - 08.2010
Postgraduate - Human Resources Management
Universidade Candido Mendes
Postgraduate - Clinical Psychology
Associação Pestalozzi de Niterói
Bachelor’s degree - Psychology
Universidade Estácio de Sá
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