Ingrid Thomas Email & Phone Number

New York, New York, United States

• Plan for and respond to any emergencies involving Danish citizens, communicate with Federal, State and local authorities• Answer 50+ daily inquiries regarding visa, passport, and residence permit applications via e-mail and telephone• Adjudicate 10-20 new visa cases daily, as a team process 5600+ visa, residence permit and passport applications annually• Integrate policy changes from the EU Commission Visa Code and new instructions from the Danish Ministry of Foreign Affairs into adjudication and case handingKey Contributions: • Recognized for preparing crisis contingency training sessions for colleagues Consulate-wide, increasing awareness, morale and ability to assist in any major crisis event

New York, New York, United States

• Answer high volume inquiries by phone and email• Accept passport, visa and residence permit applications from an external service partner and account for the accuracy of the number documents and the quality of the applications• Enter and verify data as they are entered into Consulate systems• Maintain custody of sensitive original documents including US Greencards and USCIS Approval NoticesKey Contributions• Using data on frequently asked questions, prepared email templates for initial responses to inquiries and auto-reply messages to reduce the number of messages received with general questions, improving response time to case-specific inquiries

New York, New York, United States

• Supervise 20+ Visa Consultants and Couriers by overseeing and training every employee. • Coordinate with HR to create a company-wide onboarding checklist and training program along with performing quality control tasks, augmenting staff retention, and decreasing turnover by 220%.• Cultivate strong relationships with the US Passport Office and foreign missions in New York to attain timely approval of 20-25 US passport applications daily, boosting submission quality and securing the trust of government officials. • Reduce risk of errors by verifying all submitted documents and ascertaining compliance with applicable passport and visa application requirements. • Maintain accurate accounting records while processing payroll every two weeks, handling general accounting for NY operations, and managing monthly vendor payments. • Engage with the HR Department to track absences, authorize/decline time off requests, provide training, and analyze adherence to code of conduct and employee manuals.Key Contributions• Recognized for leveraging the latest techniques and technology to design training programs aligned with individual preferred learning styles, minimizing errors by 50% and accelerating team performance by 150%.

United States - 25% Travel

• Lead five application center managers located in New York, Washington DC, Chicago, Houston and San Francisco, and one call center manager in Chicago, with a total of 30-40 employees• Established call center metrics, reporting structure, KPIs, and tracked performance with CRM iNexus, • Change management in rolling out new call center operations, procure technology, hiring and training call center manager and staff• Change management in rolling out new services in OCI and PIO cards in addition to Visa Services, scaling operations including real estate management• Negotiate contracts and SLAs, projected costs and forecast staff levels• Manage relationships with client governments including the Indian, Danish and Norwegian Embassies in the United States• Responsible for managing data and enforcing information security protocols to ensure privacy of both the applicant and the client government

New York, New York, United States

• Lead operations in New York with one Assistant Manager, three Team Leaders, 10-12 visa consultants and 2-3 couriers• Responsible for vendor management, including contract negotiations and accounts payable• Answer any immediate concerns raised by the client government• Process payroll with ADP, established company's attendance policyKey Contribution• Recognized for leadership, invited to chair the Management By Objectives steering committee

New York, New York, United States

• Work directly with Team Leaders and Staff to ensure timely submission of applications to the Consulate General of India in New York• Perform quality control checks on applications• Coach and encourage employees through difficult customer interactions, answer complaints by phone, email and on-site• Account for all payments made with cash and perform bank depositsKey Contribution• Recognized for making significant contributions to the development and technical writing of the Standard Operating Procedures Manual

New York, New York, United States

• Learn new products and features quickly, then advise, sell and set up new products• Deliver great customer experiences in the Apple Store W 14th Street by listening closely to their needs and finding the best solution• Help customers acquire the basic skills they need to get started on photo, video, and music projects

Worldwide

• Managed a department of 50+ entertainment staff including youth coordinators, social hosts, dancers, musicians, singers, and guest entertainers. Achieved the highest guest satisfaction ratings regarding onboard entertainment activities and shows for passenger.• Address all complaints regarding entertainment quickly in alliance with the Hotel Director• Prevent human loss and injury risks by guiding guests and crew regarding shipboard safety regulations• Conduct Public Announcements to ascertain the safe embarkation and disembarkation of 2K guests at each port of call• Outperform sales targets up to 20% for non-casino gaming (pull tabs and bingo) by devising plans including presence and engagement in highly attended events• Serve as the Master of Ceremony for main theater and lounges, hosting two (2) nightly shows.

Worldwide

• Publish the ship’s “Freestyle Daily” newspaper featuring information about guest services, activities, and upcoming ports of call; read by 2,000+ passengers and 1,000+ crew members• Manage the master calendar along with all shipboard hotel departments and corporate office in Miami in compliance with the allocated budget; scheduled 700+ activities and services on 7 to 14 day cruises• Event planning with Crew Services Coordinator for parties, recognition ceremonies, shows and activities for crew members comprising of up to 50 different nationalitiesKey Contributions• Performed in award-winning onboard shopping promotional videos and crew training videos

Worldwide

• Member of the Cruise Director's staff, planned and host differently themed dance parties for guests• Host game shows nightly and pool games in outdoor pool areas daily• Lead dance, fitness and arts & crafts classes with adults and childrenKey Contributions• Received STYLE Award for 'Best Dressed Crew Member'

Advanced Certificate, Immigration Law, Gpa 3.86 15 Credits

Advanced Certificate in Immigration Law

Bachelor Of Science (Bs), Hotel And Restaurant Management

Activities and Societies: Athletic scholarship for SwimmingManila, Philippines

High School, International Baccalaureate

Activities and Societies: American Red Cross Open Water Rescue, CPR and Lifeguard, Varsity Swim TeamNew Delhi, India