Overview
Work History
Education
Skills
Additional Information - Social Media Specialist
Timeline
Generic

Gema Castillo

Dallas

Overview

6
6
years of professional experience

Work History

PROJECT COORDINATOR

RSM
06.2024 - Current
  • Reported on project status and performance to senior management
  • Coordinated project activities and ensured timely completion of tasks
  • Managed project documentation and deliverables by version
  • Developed detailed project plans and monitored progress
  • Streamline project workflows through systematic documentation management and status tracking, while fostering clear communication channels with stakeholders
  • Facilitate cross-functional team coordination to ensure project milestones align with organizational objectives and stakeholder expectations
  • Develop and implement enhanced project tracking methodologies to optimize workflow efficiency and strengthen team communication

Program Manager and Sales Team

Ontra
10.2021 - 11.2023


  • Managed an international contract specialist team assigned to a 600-account program, delivered daily guidance, resolved inquiries, and upheld Service Level Agreement (SLA) standards, guaranteeing daily operational success
  • Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance
  • Implemented process improvements resulting in a 400% increase in company contract uploads, establishing actionable data metrics and OKRs to drive performance
  • Achieved a 67% reduction in intake contractor SLA times by introducing innovative training materials and enhancing documentation protocols
  • Formulated and communicated contract program metrics to measure contractor work expenses and assess overall performance of the program to align with company, sales and goals
  • Facilitated cross-departmental collaboration to address knowledge gaps and collaboratively developed training materials
  • Analyzed and reported weekly product data, tracked key performance indicators for effective decision-making in established projects
  • Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.


LEGAL CASEWORKER

American Gateways
01.2019 - 10.2021
  • Client support by addressing inquiries, resolving issues, and ensuring a positive experience through effective communication and problem-solving
  • Developed project plans outlining scope, goals, deliverables, resources, and timelines
  • Tracked project performance using key metrics, adjusting plans as necessary for successful delivery
  • Managed end-to-end individual client cases, guiding clients through the entire process, covering VAWA, UVisa, N-400, DACA, Work Permits, and Fee Waivers
  • Collaborated with clients to complete immigration applications, ensuring accuracy and compliance with relevant requirements
  • Conducted bilingual workshops, informing and guiding individuals through legal processes and requirements
  • Provided support by orchestrating comprehensive intake legal services in office and immigration detention centers

Education

BACHELORS DEGREE - SOCIAL WORK

The University of Texas At Austin
Austin, TX

Skills

  • Project Management
  • Data Analysis
  • Microsoft 365
  • Process Improvement
  • Team Leadership
  • SLA Management
  • Documentation
  • Client Support
  • Bilingual
  • Contract Management
  • Sales
  • P&C License- In Prograss

Additional Information - Social Media Specialist

Social Media Specialist, Monitored social media trends to stay current with audience preferences, Developed content strategies to engage and grow online communities, Created engaging written and visual content for various channels

Timeline

PROJECT COORDINATOR

RSM
06.2024 - Current

Program Manager and Sales Team

Ontra
10.2021 - 11.2023

LEGAL CASEWORKER

American Gateways
01.2019 - 10.2021

BACHELORS DEGREE - SOCIAL WORK

The University of Texas At Austin

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Gema Castillo