Immigration Service Analyst – Southern Region, Orlando, FL.

Worked remotely on projects to assist the Regional Director

Section Chief – Southern Region, Atlanta, GA

I lead the Customer Service Unit, Information Unit and Records Unit, under these units I had 25 Officers and 2 Supervisor’s direct report to me. Additionally I managed 3Quality Analyst to resolve customer service issues to residents in Georgia and Alabama.

The information unit was responsible for all congressional complaints and the American immigration lawyers. I immediately developed an excel spread sheet that would track all congressional and consultant cases. Everything on one sheet of paper versus 250 separate emails and then sorting oldest to newest allowed for prioritizing the work. The excel document was expanded with additional fields to include who was the congressional representative, when the case came to our attention and who was assigned to work the case. The entire process took two months to bring into a current status from what had existed for over a year, In addition I set up a conference meeting with consultant to use the same process and ended with the same results. The conference was a huge success

Senior Immigration Service Analyst – Southern Region, Charlotte, NC

I worked directly for the District Director & Chief of Staff of the Southern Region
I maintained the weekly production summaryfor all Southern Field Officesand the monthly roll-up
I provideda quarterly (QA) summary and a yearly (QA) summary to the District Director.
I implemented a DAO customer survey card for each Southern Region field office

I worked on opening Ft. Jackson South Carolina as the First United States Citizenship Immigration Service (USCIS) office on a military base; I completed an overall analysis of the total amount of customers as a percentage that would be better served by having USCIS on site rather than doing an outreach on an ad hoc basis as had been completed in the past.

I handled a number of oversight reviews regarding all of the Southern Region Field Offices, a few are: Service Request Management Tool Quality Analysis reviews on how Southern Region customers are being served and a analysis review of the performance of the staff from each office,Odd Bin Review is a monthly tracking task that is completed at the end of each month. The review that I compile identifies cases that each Field Office should as rule not have in their office, it allows the offices to retrieve the cases, complete those cases and made the office current; the 9thReport a monthly description of data that is taken from for instance fromthe National Benefits Center. I then used the data to update a weekly production report that contains the monthly information in an easy to read reference. Inventory Memo & Templates were completed on an as needed basis that is requested by the District Director for the Southern Region,I wrote memorandums for the District Director for approval by (HQ) on different request and on many different issues. On many occasions I was tasked with action items that has no solutionsto the problem and asked to research and prepare a solution for the region in generalfor anything that could not be understood to provide guidance