Katie Hefley
Wheaton
Summary
Program management professional with history of driving projects to successful completion. Known for fostering team collaboration and delivering results in dynamic environments. Proven expertise in risk management and resource allocation.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Destination Program Manager
IOR Global Services
Northbrook, IL
11.2021 - 06.2026
- Oversee destination services programs from client initiation to program completion, ensuring seamless transitions for expatriates.
- Interfaces with Relocation Management Companies, client human resource contacts, destination services consultants, and IOR team members to deliver outstanding expatriate support upon arrival to new destination.
- Liaise internally between destination services, management, administration, business development, and externally with the client.
- Initiated, tracked, and updated programs within IOR's proprietary program management system to enhance operational efficiency.
- Maintained high customer satisfaction levels, resulting in repeat business from clients.
Manager, Client Services/Manager, Client Strategy
Sirva
Burr Ridge, IL
01.2011 - 10.2021
- Adjusted caseload assignments and rebalances to enhance team efficiency and client satisfaction.
- Facilitated resolution of client and team issues, ensuring consistent service quality and client retention.
- Assessed opportunities to expand client relationships and improve internal processes in collaboration with Director of Client Services.
- Built productive and effective relationships with clients, assignees, and suppliers.
- Ensured compliance with client SLA targets per Contract.
- Managed all aspects of the day-to-day activities as the People Manager of the team, including coaching and training.
- Onboarded new employees; ensured training was comprehensive to perform the role effectively.
- Monitored and managed the effective service delivery of third-party vendors.
- Participated as appropriate in special projects such as RFPs.
Team Leader – Client Services
Sirva
Burr Ridge, IL
01.2011 - 10.2021
- Led training and development for new hires, ensuring timely initiation and counseling of relocations with a focus on service quality.
- Delivered high-level customer service through effective communication with customers, clients, management, and suppliers, enhancing overall client satisfaction.
- Managed a full caseload and client relationships on day-to-day issues and queries.
- Lead bi-weekly calls with client contacts to review in-process moves and to ensure smooth relocation transitions.
- Assisted with the daily operations of the team and served as a subject matter expert for International and Domestic relocations, including procedures for visa and immigration questions/issues, policy clarifications and exceptions, and team member support.
- Led monthly one-on-ones with the team regarding caseload reporting and data integrity.
- Reviewed and assigned all new incoming initiations to each consultant.
- Reviewed and processed monthly client reports for data integrity and benefit accuracy, ensuring compliance with client standards.
- Processed all tax payments to assignees authorized by the client.
Consultant – Client Services
Sirva
Burr Ridge, IL
01.2011 - 10.2021
- Counseled transferring employees and new hires regarding all aspects of their assignment and permanent international moves into North and South America, including immigration, tax services, destination services, temporary living, household goods, and expense administration.
- Counseled transferring employees and new hires on relocation aspects, including home sale process, home finding, temporary living coordination, household goods movement, and expense administration for domestic moves within U.S.
- Coordinated activities with third-party vendors to deliver timely services to clients, including local moving companies, temporary housing providers, real estate agents, landlords, and destination service providers.
- Presented to potential clients on behalf of Client Services to showcase offerings and address client needs.
- Assisted with company projects, including supporting implementation of new website for clients and transferees and training materials for team members and management.
Legal Assistant
Law Offices of Deborah S. Ashen, Ltd.
Chicago, IL
02.2010 - 12.2010
- Prepared motions, summons, and complaints for litigation clients and defendants, facilitating timely filings in Illinois State Courts.
- Coordinated service of process for litigation clients and defendants for filing in Illinois State Courts.
- Coordinated file maintenance for three attorneys, ensuring organized and accessible case documentation.
- Prepared all necessary real estate documents, including tax forms, zoning certifications, surveys, water certificates, title commitments, and closing statements.
- Ordered payoff statements and scheduled closings with title company and involved parties, streamlining real estate transaction processes.
Education
General Business Studies
William Rainey Harper College
Palatine, ILSkills
- Program management
- Relocation coordination
- Client relationship management
- Vendor management
- Data analysis
- Team leadership
- Process improvement
- Project coordination
- Problem-solving
- Detail-oriented
Certification
GMS-T - Global Mobility Specialist, Talent Management
Timeline
Senior Destination Program Manager
IOR Global Services
11.2021 - 06.2026
Manager, Client Services/Manager, Client Strategy
Sirva
01.2011 - 10.2021
Team Leader – Client Services
Sirva
01.2011 - 10.2021
Consultant – Client Services
Sirva
01.2011 - 10.2021
Legal Assistant
Law Offices of Deborah S. Ashen, Ltd.
02.2010 - 12.2010
General Business Studies
William Rainey Harper College