Hellen Judith Montenegro Parrales

PROFESSIONAL SUMMARY Experienced professional with over 19 years in process analysis, quality assurance, customer service, and consular services, specializing in immigration and international law. Skilled in document drafting, legal review, and bilingual legal support across various jurisdictions. Proven ability to manage multiple tasks, handle sensitive legal information, and ensure compliance with local and international legal frameworks. Proficient in legal and office software with a strong track record of excelling in remote work environments. HELLEN J. MONTENEGRO CONTACT INFORMATION : - :-: hellen-montenegro-12b98713a : Km 11 ½ Carretera Norte, Residencial Montecristi, No.180. Managua, 11055. Nicaragua. EDUCATION Catholic University “Redemptoris Mater” UNICA. Managua. Nicaragua- BS Degree in: “International Relations with mention in International Trade” PROFESSIONAL DEVELOPMENT • I-V Module. “Online Master’s Degree in Criminal Law and Criminal Procedural Law”. Institute of Legal Studies and Research (INEJ), Nicaragua and Ministry of Public Security of Panama - August 2019 April 2020. • Tutor. Module 6: "Protection of Vulnerable Migrants and Human Trafficking," Virtual Diploma "Consular Protection and Human Rights for Consular Officers, 1st. Edition,” accredited by the Central American University (UCA) and Ministry of Foreign Affairs of Nicaragua. Funded by IOM October 2013 - January 2014. • Tutor Training Workshop, "Virtual Course on Human Trafficking,” accredited by IOM/ RCM. Funded by IOM - July 2011. SIGNATURE STRENGTHS • Legal Knowledge & International Law • Legal Research & Compliance • Customer Service & Client Support • Client Communication & Bilingual Skills • Problem-Solving & Analytical Thinking • Process Management & Organization • Leadership & Training • Document Drafting & Review • Quality Assurance & Performance Monitoring • Technical Proficiency & Adaptability WORK HISTORY Quality Assurance Analyst Pulse Medical Inc, remotely. December 2022 - Present • Monitor and analyze calls and legal interactions to ensure compliance with legal frameworks and customer service quality standards. • Provide actionable insights and feedback to teams to improve performance and client satisfaction. • Generate detailed performance reports and identify areas for process optimization. Quality Assurance Analyst SITEL, Nicaragua. August 2022 – December 2022 • Monitored and analyzed calls and legal interactions to ensure compliance with legal frameworks and customer service quality standards. • Provided actionable feedback to teams to improve performance and client satisfaction. • Generated detailed performance reports and identified areas for process optimization. Bilingual Customer Service Representative / Call Center SITEL, Nicaragua. February 2021 – August 2022 • Delivered consistent, high-quality service while meeting client satisfaction and performance goals. • Managed inbound calls, met quality standards, and achieved customer satisfaction goals through effective multitasking and system navigation. LANGUAGES: • Spanish (Native) • English (Fluent) TECHNICAL SKILLS • Proficient in general assistance tasks (emails, calls, calendar management, administrative procedures, and back-office operations). • Expertise in Office 2010 suite (Word, PowerPoint, Excel, and social media management, Zoom, Google Meet. • Experienced in using Salesforce, Mainframe, IVR systems, FQ, Close, and Hubstaff. • Strong skills in drafting and reviewing documents, letters, reports, memos, and presentations. • Skilled in developing manuals, procedural documentation, and protocol guidelines. ADDITIONAL INFORMATION • • Availability: Remotely. 40-45 hours per week References: Available upon request. Consular and Migration Process Specialist Ministry of Foreign Affairs of Nicaragua, January 2006 – June 2018 • Led the Visas Department, managing processes and training across 52+ consular offices abroad, ensuring compliance with regional and bilateral agreements. • Managed and supervised administrative tasks, including managing legal files, deadlines, and case materials, while providing consular protection services. • Facilitated communication with foreign consular offices, NGO’s, public entities to ensure compliance with legal and immigration requirements. • Coordinated document legalization and apostille processes, offering legal advice to clients. • Assisted over 60 daily inquiries providing assistance on consular and migration issues.