Knowledgeable and dedicated customer service professional with over 18 years experience in various sectors. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
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American Citizen Services Specialist responsible for providing a vast range of services to over 6000 resident US Citizens in Zambia. Range of services included but not limited to:
Subject Matter expert on laws and customs relating to marriages, births, deaths, registrations, immigration, and refugee matters.
Senior locally employed staff in the Consular Section responsible for overall quality control in the section, locally engaged staff development and training, oversight of non-immigrant visa and immigrant visa policy, systems and procedures, cashiering as well as anti-fraud measures.
Direct responsibility for decision-making and case resolution on cases relating to the safety and wellbeing of U.S. Citizens including managing relationships with external local entities such as hospitals, correction facilities, adoption agencies, local government officials and counterparts at other diplomatic missions.
Refugee coordinator responsible for processing all stages of refugee and asylee resettlement for applicant's resident in Zambia, including coordinating with local United Nations High Commission for Refugees (UNHCR) and International Organizations for Migration (IOM) offices, contact with U.S. based voluntary organizations, and preparation of final refugee/asylee travel documents.
Subject matter expert on Inter-country Adoptions and International Parental Abductions, with vast knowledge on local as well as Hague convention provisions. Collaborated extensively with the Zambian Central Authority and the U.S. Central Authority.
Other career highlights:
• Part of team that coordinated high profile visits to Zambia including former President George W. Bush and First Lady Mrs. Laura Bush (2012 and 2013)
• Key member of the working group which spear-headed the first ever Zambia Consular Access Conference held at the US Embassy (over 30 Countries represented).
• Work in the refugee portfolio helped advance the US Government's goals by ensuring refugee protection in Zambia. Zambia became the first Country in the Sub Saharan Africa Region to buy into the idea of local Integration for former Angolan Refugees.
• Support to other U.S Embassy offices including: 2017, 2018 and 2019 - Served as a PEPFAR small grants reviewer.
In my department I had 85 students and 22 members of staff under my care :
a) Lecturing to 85 students on front of the house related programs.
b) Coordination for the Mobile Training unit.
c) Coordinating all the graduation activities Including drafting speeches.
d) Final examinations coordinator for National Hotel management examinations
e) Setting and marking examinations on behalf of the local examination's authority
f) Curriculum charting for front of the house related programs and handling upgrades to to Curriculum.
g) Advertising, public relations and marketing for the Institute
h) Setting and marking examinations on behalf of the local examination's authority
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