● Responsible for leading a team of contract personnel who intake and process petitions submitted by companies and individuals who are seeking immigration benefits.● Oversee daily operations involving 30 supervisors and over 300 employees by providing operational guidance and making recommendations to improve efficiencies so the team could exceed customer expectations.● Pioneered a production tracking system used to manage surge levels up to 300%, allowing staff to efficiently store final production, manage workflow needs, meet customer objectives, and save the organization $1.5M annually.● Contribute to ongoing Agile software development by performing User Acceptance Testing, developed Java/HTML based prototypes to demonstrate operational needs as well as creating internal or “Locally Developed” applications. All used to aid workflow management and to automate redundant tasks.● Collaborate with department leads to identify production bottlenecks and create efficiencies and cost-effective improvements to increase productivity and quality.● Establish and share production goals with the operational staff to increase awareness and ensure everyone participates in meeting production milestones.● Work closely with the management team, providing daily guidance to improve employee morale, develop individual process improvement plans, and perform evaluations of their staff.● Coordinated monthly management meetings to discuss operational needs, receive feedback for improvement, as well as provide training that helped supervisors be successful in their roles.● Utilize several data collection methods and systems to track and create individual production progress reports and compare to establish production standards. ● Liaison between management and customer daily to discuss operational needs and to ensure the customer is aware of any obstacles which may impact the team’s ability to meet operational goals.

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● Liaison between teams to ensure smooth and efficient hand-offs, resolve potential bottlenecks, and improve overall efficiency within the organization.● Developed Excel and Access databases which aided in meeting customer reporting needs, tracking production milestones, and automating complex production tasks.● Perform routine quality reviews to ensure compliance with customer quality standards and make suggestions for improvement if any deviations were identified.

● Second-line manager responsible for daily operations and supervisors and a production team of 134 employees managing the daily movement of over 35k files used to adjudicate petitions for immigrant benefits.● Identify root cause of failures and developed solutions to minimize the impact on future projects (reduced cost of failure by $25K monthly).● Produced reports and presentations that helped management improve operations, reduce costs, and increase quality.● Conducted in-depth research and analysis to help make strategic business decisions leading to $50K in annual savings.● Compiled data to produce insightful reports, which provided valuable information to management, enabling them to plan for upcoming trends, make informed decisions regarding future projects, and effectively plan space and staffing needs.● Designed and implemented new reports, increasing efficiency and accuracy of reporting by 35% which resulted in increased accuracy for end-of-month invoicing by 60%.● Reported production workload trends and backlog reduction progress to our customers so they were able to plan their resources effectively to manage the increased production.