Service Cloud
Donna Jack
Global Mobility & US Immigration
Freeport,PA
Summary
Professional and experienced global mobility and immigration manager. Proven ability to manage high volume and fast paced environment; able to effectively manage a team to meet company and client objectives; develops and integrates new processes and procedures for rapid implementation.
Overview
10
10
years of professional experience
25
25
years of post-secondary education
Work History
Service Manager, US Immigration
E&Y, LLP
4 2023 - Current
- Assist in the development of new immigration legal managed services opportunities, including assisting with proposals, gathering and consolidating information from the global network (such as fees), participating in client presentations, and conducting demonstrations of process and technology.
- Manage implementation and transition procedures for new immigration legal managed services including developing project plan, establishing engagement-specific processes and protocols, and training/coordinating the global network.
- Drive services integration with other EY teams, including Global Mobility Tax, and People Advisory Services.
- Manage, drive and coordinate the day-to-day activity of immigration legal managed services engagements including managing escalations (from client and from EY network) and serving as the main point of contact for the EY team regarding any client matters.
- Monitor and manage client expectations and EY US deliverables to agreed Key Performance Indicators.
- Manage and deliver weekly/quarterly/annual meetings with the corporate client for immigration engagements.
- Manage the coordination of consolidated monthly billing for immigration engagements.
- Manage and implement continuous improvement for immigration legal managed services engagements including technology enablement, streamlining of process, and automation.
- Effective financial management of assigned immigration legal managed services engagements including staff utilization, WIP (Work in Progress) management, expense management, revenue, margin, and collections.
- Serve as the primary point of contact for client management to communicate service progress and engagement issues for immigration legal managed services.
- Conduct periodic meetings with the client to review immigration legal managed services engagement trends and performance issues
- Establish and maintain service issue escalation and communication protocols with the client and manage the problem resolution process for escalated service delivery issues. This does not include assisting with the evaluation or resolution of issues concerning work product technical content.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
Lead US Immigration Specialist
GENERAL ELECTRIC COMPANY
03.2021 - Current
- US immigration subject matter expert, case manager and single point of contact overseeing US immigration/mobility processes for more than US based foreign national employees across all GE businesses;
- Facilitates regular weekly Immigration Office Hours for GE business units, one-on-one trainings, and Town Hall meetings to discuss US immigration regulations and processes;
- Responsible for writing, communicating, and implementing new US immigration policies and procedures;
- Absorbed responsibilities of two (2) full-time immigration specialists by reducing administrative processes using lean ideology and process improvement while maintaining quality of client experience;
- Reduced premium processing expenses by more than $75k by implementing internal policy and filing strategies; reduced vendor fees by $30k by analyzing service level requirements for H-1B Cap registration process;
- Provides regular immigration consultations to GE business partners and employees; including guidance on Request for Evidence responses; effectively communicates difficult and complex immigration policies and strategies;
- Responsible for reviewing US work authorization documents and confirming work compliance date for US onboarding authorization;
- Serves as US Dept. of State Responsible Officer (RO) for GE’s three J-1 visa programs including yearend audits;
- Directs and oversees work performed by junior team members to ensure that work assigned is completed in a correct and timely manner.
- Consults with foreign nationals on non-immigrant and immigrant visas and resolved routine and non-routine questions.
Global Mobility Service Specialist-Immigration
GENERAL ELECTRIC COMPANY
12.2014 - 02.2021
- Promoted to Global Mobility Service Specialist within a newly developed Immigration Center of Excellence;
- Independently managed day to day service delivery and global mobility immigration services, processes, administration, escalations and questions from all GE businesses units;
- Implemented and communicated current and new immigration policies and procedures; educates and trains business partners on US
- Immigration requirements and processes;
- Responsible for all US and Canada short term business travel assessments and coordination with immigration vendor;
- Served as US Dept of State J-1 Alternate Responsible Officer (ARO) for GE’s three J-1 visa programs.
Education
Certificate - Global Mobility Specialist - Talent Management
Worldwide ERC
Arlington, VA 05.2001 - Current
Administrative Assistance And Secretarial Science
The Bradford School
Pittsburgh, PA 08.1988 - 09.1990
Skills
Trusted partner working with all levels of management to achieve business hiring objectives
Experienced US immigration consultant and strategist
Highly effective written and communication skills
Lean & continuous improvement mindset
Experienced immigration policy writer
Expertise in US non-immigrant visas
Software
Power Point
Proprietary Immigration Case Management Tools
Microsoft (Word, Excel, OneNote)
SharePoint/Kiteworks/Box
Timeline
Lead US Immigration Specialist
GENERAL ELECTRIC COMPANY
03.2021 - Current
Global Mobility Service Specialist-Immigration
GENERAL ELECTRIC COMPANY
12.2014 - 02.2021
Certificate - Global Mobility Specialist - Talent Management
Worldwide ERC
05.2001 - Current
Administrative Assistance And Secretarial Science
The Bradford School
08.1988 - 09.1990
Service Manager, US Immigration
E&Y, LLP
4 2023 - Current