passport acceptance agent services associate resume example with 17+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Self-motivated Federal government professional with over 14 years experience in management, customer service, and office support. Extensive knowledge of MSWord, MSExcel, and skills in supporting program needs and managing projects with little oversight. Accustomed to juggling multiple tasks and working under pressure. Team player with lengthy experience meeting deadlines, shifting priorities, and following government policies and rules of discretion. Recognized consistently for performance excellence and contributions to success in government.

  • MS Office
  • Project planning
  • Report writing
  • Spreadsheet management
  • Research
  • Customer service
University of Maryland College Park, MD Expected in Bachelor of Arts : Journalism, French Language And Literature - GPA :
United States Postal Service - Passport Acceptance Agent/Services Associate
City, STATE, 01/2019 - 02/2020
  • Received and examined applications and supporting government-issued verification for the issuance of passports
  • Approved acceptance of completed application package and payment to be forwarded to Department of State
  • Administered "Penalties of Perjury" declaration to applicants.
  • Sold and collected payment for products such as stamps, prepaid envelopes, calculated postage, mailing supplies, and money orders
  • Obtained signatures from recipients of registered or special delivery mail, and post office boxes
  • Reconciled cash drawers at the start and end of each shift
  • Completed forms regarding refund of services, Customs Declarations, or special services such as registered or certified mail
  • Responded to complaints regarding mail theft, delivery problems, and lost or damaged mail
U. S. Citizenship & Immigration Services - Immigration Services Assistant
City, STATE, 06/2016 - 10/2016
  • Reviewed immigration claims by verifying customer identity and confirming release of information to authorized individual only
  • Used InfoPass, an Internet-based application, to schedule, cancel, and track appointments for customers
  • Provided citizenship claim information at Customer Service window explaining benefits of citizenship, processing time frames, ceremony questions, immigration claim status and other claim information
  • Accompanied Immigration Officer to court to assist with Naturalization Oath Ceremony by validating immigration documents, reviewing candidates' Naturalization notice to verify information, asking interview questions, and reporting discrepancies to Immigration Officer for further review
  • Used USCIS system used to track and process naturalization applications to complete The Ceremony Report in order to verify those who had been naturalized for that day
  • Operated Over the Counter Channel (OTCnet) application to electronically scan and transmit checks to the Federal Reserve Bank for deposit and managed and reported all check and cash fee payment details
  • Used Exam Fee Receipting System (EFRS), an online application, to process and reconcile credit card transaction fee payments collected from customers
  • Utilized National File Tracking System (NFTS) to locate, log in, and update location information of applicant files
  • Created weekly team report to conduct audit of claim files
  • Responded to written customer service inquiries using USCIS application to create and edit responses to written customer service inquiries
  • Compiled data from Central Index System (CIS) for issues that would hinder acceptance of applications such as pending applications, pending deportation hearings, or exclusion hearings to provide to Immigration Officers
Internal Revenue Service - Team Leader/Lead Tax Examiner /Quality Analyst
City, STATE, 01/2000 - 06/2016
  • Led team of 14 employees, maintaining inventory control, administrative functions and training
  • Maintained case inventory database
  • Performed weekly technical reviews on employees' case actions and time management
  • Acted as Department Liaison; functioning as the representative of the department by receiving, briefing, and guiding visitors
  • Used Integrated Data Retrieval System (IDRS) to process tax payments, calculate corrected refund amounts, locate missing payments and input installment agreements
  • Researched and Evaluated Form 433-F, Financial Statement to determine taxpayers, ability to pay
  • Requested appropriate information and documentation from taxpayers to support their claim via telephone, fax or writing
  • Developed team communications and information for weekly Team meetings and monthly Department meetings
  • Produced briefs, located records and organized documentation to support court cases
  • Controlled daily, weekly, and monthly Inventory reports
  • Maintained document control system including work instructions, procedures and associated databases
  • Developed and edited template letters and paragraphs with changes in Agency's policies or new developments
  • As Identity Theft Coordinator, created and tracked monthly Fraud report
  • Maintained Team spreadsheet to track employees' shifts, leave, credit hours, overtime and Alternate Work Schedule (AWS) hours
  • Managed time and attendance database and ensured correct input of information, resolved errors, and validated records within required time frame
  • Prepared documents, such as case summaries, employee evaluations, and statements of work
  • Created and/or edited three IRS instructor training guides used nationwide for newly-hired employees.
  • Collaborated with Headquarters to revise Standard Operating Procedures and section of Internal Revenue Manual
  • Conducted annual Continued Professional Education (CPE) training and On The Job training for employees new to the Team
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching quality goals

Honors & Awards

  • 06/2019 USPS Customer Service Award
  • 09/2011, 2012, 2013, 2014 IRS Performance Award
  • 05/2010 IRS Manager's Award

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Resume Overview

School Attended

  • University of Maryland

Job Titles Held:

  • Passport Acceptance Agent/Services Associate
  • Immigration Services Assistant
  • Team Leader/Lead Tax Examiner /Quality Analyst


  • Bachelor of Arts

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