Account Support Representative resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

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.

  • 2021 Mission Honor Award- Through excellent teamwork, creativity and devotion to duty, the consular section team performed admirably in support of American Citizens and Zambian travelers under extremely difficult conditions.
  • 2019 Mission Honor Award - For significant contribution to the consular section's crisis preparedness including organizing and executing a successful ACS-CLV conference
  • 2018 Mission Honor Award - For expert planning and coordination of a crisis –preparedness and outreach trip while providing full coverage of a unit not normally under her responsibility.
  • 2016 Mission Honor Award - For outstanding customer service and teamwork while preparing US citizens for contingencies for the August 2016 Zambian General Elections.
  • 2015 Eagle Award - For Exemplary Leadership during prolonged staffing shortages in the consular section.
  • 2014 Mission Honor Award - For superior performance, customer service, and commitment to all aspects of the Consular Section's Goals and responsibilities.
  • 2013 Eagle Award - For creative and effective guidance to advance key consular objectives which reflect great credit on your expertise and professionalism.
  • 2010 Meritorious Honor Award - For sustained innovation in improving service to protection of American Citizens in Zambia.
  • 2007 Extra Mile Award - In recognition of exemplary work Performance, commitment, and dedication to duty.
  • 2005 Franklin Award – given in response to a particularly difficult American citizen case, she performed her duties at the highest level. Her integrity, strong work ethic and resourcefulness ensured a successful outcome and garnered the respect of her colleagues and clients.”
  • Understanding Customer Needs
  • Order and Refund Processing
  • Verbal and Written Communication
  • Customer Account Management
  • Calm and Professional Under Pressure
  • Creative Problem Solving
  • Responding to Difficult Customers
  • Data Entry and Maintenance
  • Courteous with Strong Service Mindset
  • Efficient and Detail-Oriented
  • Invoice Preparation and Processing
  • Administrative and Office Support
  • Inter-Department Collaboration
  • Multitasking and Prioritization
Work History
Account Support Representative, 06/2021 - Current
Kehe Food Distributors Taunton, MA,
  • Helping clients navigate the asset management data base and answering questions to remedy issues as well as resetting profile credentials ( 10,000 clients)
  • Identified new opportunities and cultivated leads to consistently meet sales goals and increase business growth.
  • Researching and selling options for client equipment replacement as well as new equipment.
  • Assisting with trained new personnel regarding the sales role.
American Citizen Services Specialist , 03/2003 - 04/2021
Concord Hospitality Arlington, TX,

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.
Senior Lecturer 1 Front Office Academic /Front Office Manager, 01/1994 - 03/2003
Hotel And Tourism Training Institute City, STATE,

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

Guest Relations Manager, 01/1992 - 12/1993
Taj Pamodzi Hotel City, STATE,
  • 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.
Career Diploma: Administrative Assistant, Expected in 03/2022
Penn Foster College - Scottsdale, AZ
Master of Arts: Law, Expected in 10/2016
University of Lusaka - Lusaka, Zambia,
Bachelor of Arts: Law, Expected in 10/2014
Zambian Open University - Lusaka, Zambia,
Associate of Arts: Technical Teaching, Expected in 2000
Technical And Vocational Teachers Training Center - Luanshya, Zambia,
Associate of Arts: Front Office Operations, Expected in 1992
Hotel And Tourism Training Institute - Lusaka,Zambia,
  • 2022 International Association of Administrative Professionals
  • (Southeast Michigan Branch) - Effective Business Writing Boot Camp
  • 2022 International Association of Administrative Professionals
  • (Southeast Michigan Branch)- is a Virtual Assistance business right for me
  • 2021 Detecting Fraudulent Documents
  • 2021 Overseas Crisis Management
  • 2021 Examining Travel Documents
  • 2021 NIV Petitions: Revocations Guidance
  • 2021 IV Petitions Revocations Guidance
  • 2020 Annual Ethics Training
  • 2020 Protecting personally Identifiable Information
  • 2020 Passport Data Security
  • 2020 Special Consular Services
  • 2020 Immigrant Visas
  • 2020 Non-Immigrant Visas
  • 2020 Consular Task Force Basics
  • 2019 Overseas Crisis Management
  • 2019 Consular Taskforce Basis
  • 2019 Passport Data Security Awareness
  • 2019 Annual Counterintelligence Awareness Training
  • 2019 Citizenship and Passport services
  • 2018 Passport Data Security Awareness
  • 2018 Annual Counter-intelligence training
  • 2017 Locally Employed Staff performance and Management evaluations
  • 2017 Foreign Service national supervisory skills
  • 2017 Grants and Co-operative Agreements Training
  • 2016 Senior Foreign Service Staff workshop – Washington DC
  • 2016 Working with Federal Benefits
  • 2014 Passport and Visa Fraud Detection
  • 2011 Protecting personally Identifiable Information
  • 2011 Combating Trafficking in Persons
  • 2010 Passport Data Security Awareness
  • 2010 Immigrant Visa petitions and Revocation Guidance
  • 2009 Assisting Victims of Crime
  • 2009 Countering International Parental Child Abduction
  • 2009 Consular taskforce basics
  • 2009 Detecting Imposters
  • 2009 Collecting Consular fees
  • 2008 Behavior: Putting Your Best Foot Forward
  • 2008 Advanced Administrative Support Simulation
  • 2008 Effective Administrative Support Professional Simulation
  • 2006 American Citizen Services – Law, Statues, Regulations, Procedures
  • 2007 Nationality Law and Consular Procedures – Laws, Statues, Regulations, Procedures.
  • 2008 Immigration Law and Visa Operations – Regulations, Statutes, Procedures.
  • 2004 Foreign Service Nationals Training – US Department of State, Washington DC
  • 2004 Foreign Service Nationals Training – US Department of State, Johannesburg, South Africa
  • 2005 Crisis Management
  • 2002 Cultural Exchange Tokyo, Japan - JICA/Japanese Embassy
  • 2002 Train the Teacher – Hotel School, The Hague
  • 1996 Tertiary Teachers Training – Kenya Utalii College,

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Resume Overview

School Attended

  • Penn Foster College
  • University of Lusaka
  • Zambian Open University
  • Technical And Vocational Teachers Training Center
  • Hotel And Tourism Training Institute

Job Titles Held:

  • Account Support Representative
  • American Citizen Services Specialist
  • Senior Lecturer 1 Front Office Academic /Front Office Manager
  • Guest Relations Manager


  • Career Diploma
  • Master of Arts
  • Bachelor of Arts
  • Associate of Arts
  • Associate of Arts

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