Executed intensive discovery interviews under audit deadlines. Evaluated operational baselines, unraveled contradictory steps, and identified where employee responsibilities were unaligned.

Translated raw interview findings into granular L7 procedural flows and standardized metadata schemas in IBM Blueworks, collaborating with the L5 mapping team to ensure macro-level operational alignment.

Facilitated live virtual review workshops with adult learners and SMEs to validate workflow accuracy. Ran weekly executive standup calls, daily meeting minutes, and leadership decks until all maps were finalized.

Interviewed internal mobility personnel and outside immigration attorneys. Clarified role responsibilities, analyzed cross-department handoffs, and resolved conflicting procedural inputs.

Authored 3 exhaustive 50+ page training and policy guides. Translated dense legal and regulatory criteria into clear, accessible language to standardize onboarding and ongoing operational execution.

Applied adult learning principles to distill 300+ procedural steps into 3 checkable desk-side job aids, establishing an accessible Single Source of Truth that reduced processing errors and onboarding ramp-up time.

Audited QA-flagged calls to cross-examine errors. Deciphered whether mistakes were driven by system false-positives or genuine training gaps, tracing valid errors back to the governance sheet to isolate missing data points.

Re-engineered 200+ interdependent, outdated flow charts into the system to guide reps through 5 complex screens. Authored original e-learning videos and walkthroughs to train personnel on complex navigation paths.

Managed compliance matrix parameters on the LMS, requiring staff to pass assessments before assisting constituents. Tracked completion, flagged non-compliant agents, and escalated metrics to leadership to pause call access.