Account Managers Department Team Leader at Cabanillas & Associates

Led the Account Managers department at a U.S.-based immigration law firm, overseeing day-to-day operations and ensuring high-quality client service. Trained and prepared new team members, equipping them with tools and knowledge to meet client expectations and internal performance metrics. Generated and analyzed team performance reports to identify areas for improvement and support strategic decision-making alongside the operations department. Collaborated with the operations team to improve internal productivity and efficiency. Planned, implemented and executed multiple internal projects to improve the firm’s efficiency and promote standardization. Designed onboarding materials and training strategies, significantly reducing ramp-up time for new hires and ensuring consistency in service delivery. Led a team of 14 Account Managers, overseeing their performance, offering ongoing coaching and facilitating regular feedback sessions to support professional development and maintain high st

Account Manager at Cabanillas & Associates

Managed a portfolio of client accounts, serving as the primary point of contact between clients and legal teams within the firm, ensuring high customer satisfaction and retention. Coordinated the internal departments of the firm to ensure the timely and accurate delivery of services aligned with each client’s needs. Oversaw the tracking of accounts receivable, developed custom performance reports for a designated office and monitored case progress to maintain service quality and transparency. Implemented new strategies to focus on customer satisfaction and a systematic protocol to follow up on the cases.