Wilmer Ramirez

Bilingual legal intake and operations professional with almost 3 years of hands-on U.S. immigration experience across VAWA, U/T visa, consular processing, and removal cases. Guides clients through stressful humanitarian processes, gathers evidence accurately, and keeps case data clean in Litify without ever crossing into legal advice. Backed by a long career in enterprise technical operations, brings calm under pressure, independent judgment, and no need for micro-management.

Comfortable using generative AI tools and workflow automation to speed up intake behind the scenes.

Bilingual Legal Client Experience Specialist at Quetzal International Services– Abogada Alexandra Immigration Law (2023-10 – 2026-06)

• Handled roughly 45 inbound and outbound client calls and messages per day, giving timely, empathetic updates on sensitive VAWA, U/T visa, consular processing, and removal cases.
• Manage client calls and eligibility screenings for VAWA, U/T visas, consular, and humanitarian cases; accurately gathered required evidence and critical documents to accelerate evidence process stage, verified regulatory deadlines, and efficiently routed complex matters to specialized internal teams. Managed client payments, coordinating monthly schedules, addressing pending balances, and handling sensitive collections while keeping client retention and trust high.
• De-escalated high-stress inquiries and built client trust without providing legal advice, protecting the firm's liability.
• Used Salesforce (Litify) for case escalations and cross-department sensitive escalations, coordinated directly with case managers to clear urgent bottlenecks and protect the firm's reputation.
• Completed USCIS portal actions daily (online AR-11 address updates, FOIAS request tracking, e-requests, biometrics appointments and tracked BIA appeals and escalations.

Bilingual Customer Support Agent at Global E-Commerce Retailer (2021-11 – 2023-03)

• Resolved high-volume customer inquiries in a metrics-driven contact center, consistently meeting standards for resolution time, de-escalation, and customer satisfaction.

Talent Sourcing Specialist (Remote for U.S.) at Aprilios LLC (2017-09 – 2020-03)

• Ran end-to-end remote recruiting for technical roles in the U.S., partnering with hiring managers and sourcing passive candidates through LinkedIn Recruiter for oil field services companies, (Halliburton, CNPC, and Baker).

Technical Account Manager at Schlumberger

Managing mission-critical enterprise accounts and software deployments

Nationwide Software Division Manager at Weatherford

Leading technical teams and securing and managing $7M in commercial contracts

B.S. in Business Administration and Management – Atlantis University

Associate Degree in Computer Science – Colegio Universitario Francisco de Miranda

Nuts and Bolts of U.S. Immigration Law; An Introduction to American Law – University of Pennsylvania