Customer Service Services Assistant

Amna Tahir

***** ****** *****

Fremont, CA *****

Cell Phone: 510-***-**** Work Phone: (408) 562 – 7445

********@*****.***

Citizenship: United States

Federal Status: Immigration Services Assistant GS-8.4

OBJECTIVE: Title: Nutrition Partner

SUMMARY OF QUALIFICATIONS:

oDedicated and self-disciplined Immigration Services Assistant with an extensive knowledge in the Naturalization and Citizenship processing, Customer Service at the Front Office/Triage greed customer and check-in for their interview appointment. Process FBI finger/Name check in IVT system

oA professional with a distinguished background highlighted by rapid advancement to positions of increased responsibility.

oHighly organized and proven administrator in personnel administration, training, and quality control.

oProviding guidance to staff members, to include changes impolicies and procedures;

oDistributing and balancing workload;

oCreating and maintaining employee work schedules;

oOrienting and providing on-the-job training for new and current employees;

oIdentifies requirements for equipment within the regional office and forwards for action.

oProvides input on staffing and budget requirements for NCC activities.

oMaintains official station control log/history file for circulars, bulletins, and memoranda.

oEstablishes and maintains files and records for the division.

oPrepares access requests for division employees.

oAssists other users with regards to applications and selection of appropriate formats and procedures for correspondence preparation.

oReviews correspondence for accuracy, format, and appropriate usage of grammar.

oPerforms duties of a government purchase card holder to include securing the card, maintaining receipts and other supporting documentation, and reconciling transactions timely.

oAssists the primary Transit Benefit Manager in program administration.

oMonitors and reports time and attendance for division employees.

oPerforms PIV Official Role duties.

oReceives all division visitors and callers and provides the appropriate information or refers to the appropriate operating element

oEnsuring all training requirements are met;

oOrganizing the work structure of assigned areas and acting as a liaison between MSA and staff to resolve day to day conflicts;

oScheduling, canceling, re-scheduling appointments and request for to place in-quque.

oEntering no-show information for each account and updated the system.

oMonitoring appointment requests from multiple electronic sources;

oProvide on going support to adjudicated officer on their cases in search, analytical strategies.

oResearching and analyzing human resource data from various systems change or update necessary corrections.

oReviewing and analyzing human resource data from various systems to create reports for various documents.

oOutstanding team skills, able to remain effective when working with a wide range of personalities. Prepared and issue written instructions and procedures on established policies, special programs, a complex and non-routine assignments.

oCapable of supervising a team and provide necessary training.

PROFESSIONAL EXPERIENCE

DEPARTMENT OF HOMELAND SECURITY 5/18/2017 - Present

CITIZENSHIP & IMMIGRATION SERVICES 40 hours/week

1450 Coleman Avenue, Santa Clara CA 95050

Current Supervisor: Edelina Carpio

May be contacted at 408-***-****

IMMIGRATION SERVICE ASSISTANT:

Month and Year Start: F/T 5/18/2017 GRADE: 6.0

GS 7.0 – 05-/13/2018

GS 7.2 – 05/12/2019

GS 7.3 – 05/14/2020

GS 7.4 – 05/22/2021

GS 7.5 – 05/22/2023

Strong background as an Immigration Administrative Supporting Personnel for more than two years.

A proficient user in using proper DHS USCIS system for placing cases in queue, scheduling, searching case status, running reports, printing certificates, and closing

Provide assistance to higher graded analyst by developing background information and data for program to closed Out Oath Ceremonies DHS Electronic system known as ELIS.

Researches problems and/or reviews issues and requests related to information regarding provisions for medical care, eligibility, etc.

Use various software system to research, review, analyze results of FBI Name check and Fingerprint including submit it for the refresh of their expired.

Produce highly secure forms in DHS electronic system known as ELIS to issue Naturalization Certificate to applicant who clear all the test and step to be a U.S. Citizen.

Properly and efficiently use electronic systems and programs to review, research, and update and establish data to support Immigration Service Officers level 1 and 2.

Gathered, summarized and analyzed information for supervisor to review for special cases I-485 Employment, Family or other base, I-751, I-130, I-730, I-589 and N400 files with the guidance from Section Chiefs for applicant's eligibility to interviewed locally.

Special assignment task to tram work with focus groups that have been convened to assess unusual or inter-related processing or pay/data entry problems. Assist with identification of underlying problems later. Schedule and mail out interview letters to applicants and the Attorney.

Provide direct and indirect support to ICE/ERO, DRO and Fraud Department/FDNS participate in monthly/periodic audits of personnel actions and data entry or processing operations.

Analyze in-coming work and conduct pre-processing reviews. Apply knowledge of personnel actions processing to ensure correct

Conduct various preparations and supports for Naturalization Oath Ceremony.

Review and make corrections in the file including system update for the accuracy of N-400 and N-600, N-565 certificates.

Research, draft, edit and respond by mail or email to the Applicants and Attorney at Law's inquiries in Service Request Management Tool.

Provide stellar Customer Support in Front Office Area/Triage. In-Person Services to the Applicants and Attorney at Law in TRIAGE/Front Office area.

Gather, analyze and understand the information gained from the Applicants and Attorney at Law for accuracy and precise issuance of Q-flow tickets on daily basis.

Conduct file and certificate audit as part of well-organized team with Immigration Service Analyst and Local Security Officer.

Performed SRMTs and Cashier tasks.

Trained new employees on reviewing files, logged in-coming files in to Transferred-In log.

FCI FEDERAL at DEPARTMENT OF HOMELAND SECURITY 8/01/2008 - 5/18/2017

CITIZENSHIP & IMMIGRATION SERVICES 40 hours/week

1450 Coleman Avenue, Santa Clara CA 95050

Site Manager: Paul Coutts

May be contacted at 408-***-****

GENERAL OFFICE WORKER (GOW)

Extensive background as an Immigration Service Clerk as a contractor at the DHS-USCIS San Jose Office for over eight years.

Prepare and track also deliver interview files to the assigned Immigration Service Officers.

Performed analysis on files, reports, and information systems & databases to update information and maintain data integrity.

Received, researched and processed incoming/outgoing mail in the San Jose Clerical Unit.

Performed Clerical support and data entry in FDNS/Fraud Unit for three years.

Prioritized deadline projects as per assignment.

Performed the tracking and logging of files in DHS data base for the accuracy.

Scheduled applicants for N-400 Naturalization Oath Ceremony.

Validated the file and date base for the accuracy of the applicant’s data.

Prepared and printed the Naturalization Certificates.

Created reports for after and before the N-400 Oath Ceremony.

Reviewed and closed the Oath Ceremony on the data base.

Interfiled all the final documents.

Performed the final audit and sent the files to the record unit for retirement process.

Served as an Acting Supervisor for ISD team for one year.

APPLE ONE EMPLOYMENT AGENCY:

5308 Mowry Ave

Fremont, CA 94536

F/T 40 HRS

DATA ENTRY CLERK 6/15/2008- 7/20/ 2008 (temp one month assignment)

Performed Data Entry task entered data on the data base spread sheets. Validate the information in the system.

AEROTEK PROFESSIONAL SERVICES:

4530 Paseo Padre Parkway

Fremont, CA 94536

F/T 40 HRS

LOAN ORIGINATOR 08/10/2007 - 10/15/2007

Extensive working knowledge of originating loan files.

Supervised a loan processing team to ensure the best quality.

Ran credit reports, prepared loan files, and forwarded to be underwritten.

Edited and created office documents and correspondence using office automation software, i.e. databases, spreadsheets and word processing, managed individual case files, and acted as a records liaison with other agencies.

Confirmed with the broker for application approval to process the loan.

Emphasis on a team work and customer service for broker & escrow.

Kept all files up to date.

MYERS INTERNET SERVICES:

3740 Lundy Ave

San Jose, CA 94550

DATA ENTRY CLERK 07/2007 - 08/2007

Perform Data Entry for the loan rate on company data base. Proof read all the entries & prepared report on Excel.

WASHINGTON MUTUAL BANK (Home loan Wholesale division)

4500 Rosewood Drive

Pleasanton, CA 94551

F/T 40 HRS

LOAN COORDINATOR II 04/2001-05/2004

Extensive working knowledge of originating loans.

Organizing workflow and ensuring that employees understand their duties or delegated tasks. Emphasis on a team work and customer service for broker & escrow.

EDUCATION:

Millikan High School Long Beach, CA. Graduated from High School in 1983.

Attended Long Beach Community College from 1983-1986.

References: Available on request.

Contact this candidate