Manager Customer Service

Location:

Jonesboro, GA

Salary:

16.00 an hour

Posted:

September 17, 2020

Contact this candidate

Resume:

ROBERT CARTER

**** *** **** *****, *********, GA 30236 C: 202-***-**** ************@*****.***

ACCOMPLISHMENTS

Communications & Networking.

World class client services.

Knowledgeable and capable Business Operations Professional with exceptional understanding of passport and visa services and related processes and procedures and a broad range of international document management requirements.

Dedicated and praised client service agent who facilitates safe and timely travel documentation for corporate and individual international travelers.

Understands the often urgent nature of document applications and provides necessary materials with minimal complication and often within a 24 hour window of time. Manage communication processes made more effective by strong relationship management skills. Able to reach out swiftly and effectively to government agencies and embassies to courier documents through required channels.

Staff Development:

Trained staff in [process].

Customer Service:

Ensured superior customer service by [action].

PROFESSIONAL SUMMARY

Operations Manager dedicated to continuous process improvement in the face of rapidly evolving and changing visa operations. Extremely results-oriented and proactive in addressing and resolving problems. High-performing Manager with 17 years of visa and passport experience in office environments. SKILLS

Travel Documents Management

World Class Client Service Consultation

Marketing & Sales Programs

Strong Oral & Written Communications

Build, Train, & Lead High Performing Teams

Organizational Development

Operations Leadership

Strategic Business Development

Project Management

Create Positive Work Culture

International Travel Regulations / Rules

Financial Reporting

Client account management

Effective leader

Staff training/development

Employee scheduling

WORK HISTORY

Operations Manager, 03/2015 to Current

Travel Document Systems Inc. – Atlanta,

For the past 30 years Travel Document Systems has served travel professionals as well as corporate and individual international travelers for all of their expedited Visa, passport, and document expediting needs. They are branded as a Portal to the World for the processing of urgent online applications for Visas, US Passports, and immigration documents for China, Russia, India, Brazil and other popular global locales. TDS expedites tourist and business Visas and US Passports in as little as 24 hours. Establish and implement mission critical operational processes to complete startup operations for this travel document company.

Manage multiple projects and functions to facilitate successful launch. Traveled to multiple sister offices to directly support startup operations. Assist new offices with establishing connections with consulates located in their city. Office locations-DC, Houston, San Francisco, Seattle, and LA. Manage fulfillment of Visa and passport service needs for travel professionals, cruise lines, tour operators, and various international travelers, with specialty in providing resources and facilitation for multi-country Visas. Operations Manager, 01/2005 to 01/2015

Travel Document Systems – New York,

Travel Document Systems Inc. – Washington D.C

Foster revenue growth to $350k annually for single office of 5 office organization generating a total of $3MM in annual income.

Develop and execute marketing and sales programs and tactics to identify strategic partners, foster relationships, and build sustainable revenue streams.

Drive new business development largely through solicitation of various travel agencies, and frequent interfacing with different consulates and embassies in multiple countries. Generate expense reports for financials, marketing, and promotions; track and allocate general budget expenses. Recruit, train, manage, direct, and coach a staff of 5 personnel in day to day performance of operational duties. Institute standards of management that overcome the disadvantages of micromanagement and include establishment of personal connections and provision of one-on-one sessions with all staff. Remain receptive to issues, complaints, ideas, and suggestions to keep employees personally invested in their productivity and performance.

Maintain a fair and balanced work culture and integrate effective policies and procedures that help achieve a nearly 100% retention rate.

Lead monthly meetings and strategy sessions to examine operations and develop tactics to improve work flow and overall business functionality.

Process Visas for travel to different countries including couriering of vital documents to and from embassies and offices.

Build relationships and maintain open channels of communication to expedite document management processes. Support organizational restructuring processes and general change across the enterprise with development of new training sessions and/or programs.

Wield consistent and evolving level of expertise regarding US State Department rules and regulations. Understand and employ proper means of engagement to communicate effectively with foreign embassies. Offered consultation and assistance for individuals navigating the processes of application to immigrate, become a citizen, or obtain a resident Visa.

Fielded questions about regionally-distinctive rules, regulations, and laws, to prepare clients to meet the requirements of their applications and acquire safe and secure passage for all manner of business and private travel plans.

Ensured clients do not falsify or provide misleading information that would threaten procurement of Visa, passport, and travel documents, and lead to significant delays or permanent ineligibility for future Visas. EDUCATION

Associate of Science: Current

Georgia State University - Dunwoody,

I am currently attending school.

Contact this candidate