Ingrid Ovelar Laterza
Bay Area
Summary
Immigration operations and HR program manager with 13+ years of experience managing high-volume, compliance-driven services and supporting individuals through regulated, high-stakes processes. Proven ability to assess needs, recommend solutions, manage ongoing accounts, and meet performance targets. Experienced in consultative client engagement, compliance-driven services, and cross-functional coordination. Bilingual in English and Spanish; basic proficiency in Portuguese.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Legal Services Program Manager
Catholic Charities of the East Bay
Bay Area, CA
03.2017 - Current
- Led end-to-end coordination of high-volume immigration workflows for 800 to 1,200 individuals (3000+ cases) annually across three offices, ensuring compliance, timely document collection, and accurate case progression.
- Partnered with external legal counsel and internal stakeholders to outline case requirements, gather documentation, and maintain consistent service delivery standards.
- Built and maintained tracking systems to monitor case status, deadlines, and service-level commitments, improving on-time completion and leadership visibility.
- Oversaw secure documentation storage and records management to ensure audit readiness and data integrity across digital systems.
- Managed and coached 12 to 18 staff and volunteers, aligning daily operations with monthly performance targets and service-level expectations.
- Led process improvement initiatives that reduced processing timelines by approximately 25 to 30% while maintaining compliance standards.
- Served as escalation point for complex cases requiring regulatory interpretation, cross-agency coordination, and sensitive stakeholder communication.
- Developed SOPs and internal documentation standards to support consistent execution of immigration workflows across offices.
- Developed and managed program budgets, ensuring alignment with organizational goals.
- Championed best practices in project management, fostering a culture of continuous improvement.
Immigration Legal Services Supervisor
Catholic Charities of the East Bay
Bay Area, CA
01.2016 - 03.2017
- Supervised 5 to 7 staff while managing a personal caseload; enforced documentation standards and service quality.
- Supported intake workflows and cross-team coordination to maintain steady case volume and predictable processing timelines.
- Monitored compliance and productivity benchmarks tied to funded service agreements and internal performance goals.
Immigration Program Manager
International Rescue Committee
Bay Area, CA
03.2015 - 01.2016
- Managed federally funded immigration programs serving 200+ individuals annually with strict compliance and reporting requirements.
- Coordinated communication between government agencies, community partners, and internal teams to ensure accurate case progression and timely follow-up.
- Led workshop-based service models serving up to 300 individuals per event through pro bono partnerships.
- Trained and supervised 10+ interns and volunteers during peak demand periods, maintaining documentation quality and workflow consistency.
Immigration Caseworker
International Rescue Committee
Bay Area, CA
07.2012 - 03.2015
- Supported hundreds of individuals annually through eligibility screening, documentation, and enrollment workflows.
- Led workshop-based service models serving 30 to 50 individuals per event, improving completion and follow-through rates.
- Contributed to multi-county outreach strategy, increasing participation and intake volume.
Education
Bachelor of Arts - Political Science
University of California, Berkeley
Legal Studies - undefined
Universidad Nacional de Asunción
ParaguaySkills
- Consultative Client Engagement
- Needs Assessment and Solution Matching
- Cross-Functional Collaboration (HR, Legal, Operations)
- Employer and Community Partnerships
- Compliance-Driven Service Delivery
- Performance Metrics and Reporting
- Client Onboarding and Education
- Relationship Building
- Process Improvement
- CRM and Case Management Systems
- Detail-oriented
- Problem-solving
- Project management
- Project coordination
- Interpersonal skills
Certification
DOJ Accredited Representative (Active) – U.S. Department of Justice
LANGUAGES
English (Fluent)
Spanish (Fluent)
Portuguese
Limited Working
Timeline
Legal Services Program Manager
Catholic Charities of the East Bay
03.2017 - Current
Immigration Legal Services Supervisor
Catholic Charities of the East Bay
01.2016 - 03.2017
Immigration Program Manager
International Rescue Committee
03.2015 - 01.2016
Immigration Caseworker
International Rescue Committee
07.2012 - 03.2015
Legal Studies - undefined
Universidad Nacional de Asunción
Bachelor of Arts - Political Science
University of California, Berkeley