Jhanna Castillo

In my current role as Appeals and Refile Production Supervisor, I oversee daily operations to ensure timely, accurate and compliant processing of cases. I bring my leadership skills to support a production team by setting performance expectations, monitor productivity and quality and also provide coaching and feedback. I do coordinate and improve workflows, identifying gaps and implementing initiatives to increase efficiency and reduce rework. My expertise also includes:

• Directing and overseeing the in-office and remote production team responsible for processing over 300 immigration case packets per month.
• Train and develop staff, manage escalations, analyzing performance data, and collaborating with cross functional teams to meet service level and immigration deadlines.

• Lead the design, implementation, and oversight of high-performance team training programs.
• Assess organizational needs, develop new initiatives, and enhance existing curricula.
• Deliver training content, supervise internal trainers, and establish benchmarks to evaluate program effectiveness.
• Oversee the creation of instructional materials and collaborate with stakeholders throughout program development.

• Lead production operations to meet output, quality, and cost targets, coordinating daily activities and resolving shift-related issues.
• Applied advanced DMS tools to proactively manage performance and ensure operational continuity.
• Improved cycle time, inventory levels, and schedule linearity while reducing costs and boosting employee engagement.
• Reduced cycle time by 18% and improved schedule linearity through targeted workflow adjustments $800K savings.
• Increased employee satisfaction scores by 30% through structured feedback loops and team engagement initiatives.
• Achieved a 15% reduction in production costs by streamlining resource allocation and eliminating waste.