Passport Support Associate Team Lead
Washington, District Of Columbia, United States
● Before distributing to applicants, print, and analyze passport books for accuracy and quality.● Ensure the application and documents comply with Passport requirements, photograph meets Passport standards, and customer is provided fee information.● Operate various equipment for high-speed scanning, and mail out● Prepare and mail envelopes with correct passports and corresponding supporting documents.● Ensure the application and documents are accurate and correct before sending the passports to the customers.● Review, update, and or analyze standard operating procedures (SOP) to make sure works tasks correspond● Coordinated workflow and ensure client standards are met on a daily, weekly, and monthly basis.● Trained and supervised a team of 10+ employees in a office with 1,000+ passports going out.● Make outbound calls to customers and employees to notify them of their completed passports.● Communicated and manage for individual and team performance results● Work with the customer service team to ensure and attain serviceability and process enhancement ● Schedule and place follow-up calls/emails in response to customers inquiries● Ensure that production standard goals are being accomplished for the client● Update, Revise, and Edit data in Microsoft programs and other key systems● Help team with any questions or concerns● Communicate goals, procedures, and work plans to the client● Email correspondence to supervisors, managers, and directors● Identified areas for improvement in policies, procedures, and business processes and delivering strategic recommendations to senior management on key issues.
