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Mariela Melero, of U.S. Citizenship and Immigration Services, discussed her customer service creations — including Emma, a virtual assistant with a 90-percent success rate. That work made Melero a finalist for a 2016 Service to America Medal in the Citizen Services category.

Mariela Melero, of U.S. Citizenship and Immigration Services, discussed her customer service creations — including Emma, a virtual assistant with a 90-percent success rate. That work made Melero a finalist for a 2016 Service to America Medal in the Citizen Services category.

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