Liliana Ibarra Alba
Cd. Juárez
Summary
Experienced bilingual immigration advisor with over 10 years of expertise in U.S. immigration procedures, client case management, and customer service. Known for effectively guiding clients through complex immigration processes and supporting attorneys with strategic case preparation. Strong skills in legal documentation, client relations, and process improvement within immigration contexts.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Customer Service Specialist
Finhabits
Ciudad Juarez
02.2024 - 10.2024
- Guided clients in account setup and navigation of Finhabits investment platform.
- Ensured seamless support across phone, email, and SMS, achieving high client satisfaction in complex account inquiries.
- Handled escalated calls calmly, finding resolutions that satisfied both company and customer's needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Advisor
DiDi Driver’s Club
08.2023 - 02.2024
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
Lead Attorney
I-Forma
Ciudad Juarez
04.2023 - 07.2023
- Delivered, U.S. Immigration guidance, adapting strategies to individual client situations to ensure successful application completion.
- Supported legal team with calendaring, document review, and client advisement.
Legal Advisor
Immigration Document Processing De Mexico S.A.
Ciudad Juarez
12.2019 - 03.2023
- Provided expert advice on U.S. Immigration applications, tailoring strategies to client needs, and supporting all documentation stages.
- Assisted Attorney Anderson with case management, including client consultations, appointment scheduling, and process follow-up.
- Collaborated with the Administrative Manager to structure efficient internal processes for case completion and customer service.
- Enhanced client satisfaction with timely and accurate legal advice on various matters.
- Reduced potential litigation risks by conducting thorough research and providing preemptive solutions to clients.
- Directed and supported staff with business registrations and other legal requirements.
- Developed compliance best practices for company.
English Teacher
Instituto Einstein
07.2017 - 08.2019
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Kept classroom organized, clean and safe for students and visitors.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
- Designed and implemented assessments to measure student progress in English language learning.
Education
Bachelor of Science - Law
Universidad Cultural
Ciudad Juárez, Chihuahua, Mexico 09.2016 - 01.2019
Skills
Customer Service
Good communication skills
Complaint resolution
Customer Relationship Management
Senior leadership support
Call Centers
Problem-solving abilities
Sales expertise
Administrative Support
Certification
Medios Alternos de Solución de
Timeline
Customer Service Specialist
Finhabits
02.2024 - 10.2024
Advisor
DiDi Driver’s Club
08.2023 - 02.2024
Lead Attorney
I-Forma
04.2023 - 07.2023
Legal Advisor
Immigration Document Processing De Mexico S.A.
12.2019 - 03.2023
English Teacher
Instituto Einstein
07.2017 - 08.2019
Bachelor of Science - Law
Universidad Cultural
09.2016 - 01.2019
Medios Alternos de Solución de
09-2016
Medios Alternos de Solución de
09-2016
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