Account Support Representative resume example

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:

• passport applications and citizenship
• judicial assistance
• federal benefits
• welfare and whereabout
• births and deaths
• voter registrations
• aspects of refugee and asylee follow-to-join processing, and provision of assistance to the Consular Chief.

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.

• 2014 - Served on the selection panel for Young African Leaders Initiative (YALI) /Mandela Washington fellows' program.
• 2003- 2008 - Served as a chemical biological weapons first responder.

In my department I had 85 students and 22 members of staff under my care :

• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Prepared reports to assist the general manager with key decision making and strategic operational planning.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Standardized office structures and processes to promote collaboration and increased performance.
• Managed protocol issues on behalf of the General Manager and overseeing hotel operations.
• Senior Lecturer and Dean of the Hotel Management Program responsible for:

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

• Monitored 5-guest services personnel for efficiency and accuracy of response to guest complaints.
• Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
• Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
• Surveyed guests to check for areas in need of improvement.
• Oversaw regulated greeting and internal processing of guests upon arrival.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Supervised team of 5 front desk agents and helped to resolve issues arising during shifts.
• Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.