Stephanie Booker Email & Phone Number

Arlington, Virginia, United States

Analyze evidence of change requests and process client record management tickets• applications accordingly while adhering to the Service Level Agreements(SLAs).• Research tickets and correction requests through submission requests for information from• users. Examples of documents to be reviewed include USCIS documents, CBP records, Visas, foreign• passports, SEVIS records, school transcripts, and letter of support from users.• Work closely with stakeholders responding to questions or issues associated with SEVP students; and provide insight on procedures associated with F, M, and J visa holders (international students holding a visa)..• Log each interaction with users in ticketing systems as well as document the decision and course of• action for multidepartment use.• Responsible for completing record actions in SEVIS to approve or deny changes to visitor’s records.• Assess various request and provide detail information to stakeholders, always treating them with respect and following strict office procedures and Federal Regulations. Responding to a high volume of ticket request daily.

Arlington, Virginia, United States

• Analyze evidence of change requests and process client record management ticketsand applications accordingly while adhering to the Service Level Agreements(SLAs).• Research tickets and correction requests through submission requests for information fromusers. Examples of documents to be reviewed include USCIS documents, CBP records, Visas, foreignpassports, SEVIS records, school transcripts, and letter of support from users.• Work closely with stakeholders responding to questions or issues associated with SEVP students; and provide insight on procedures associated with F, M, and J visa holders (international students holding a visa)..• Log each interaction with users in ticketing systems as well as document the decision and course ofaction for multidepartment use.

Arlington, Virginia, United States

• Receive inbound calls from foreign students, exchange visitors, CBP Officers, School Officials, and general public with inquiries and guidance about the SEVP ( Student and Exchange Visitor Program).• Assist clients with technical issues and provided guidance to issue that the clients were able to useSEVIS and SEVP Portal Account.• Log each interaction with users in ticketing systems as well as document the decision and course ofaction for multidepartment use.

Alexandria, Virginia, United States

• Receive inbound calls from current WMATA customers regarding SmarTrip®, Charm Card, etc.• Answer questions about the product details, resolve customer issues, and follow-up if necessarythrough phone or email.• Assist customers with any technical issues experienced with website and escalate any issues tomanagement appropriately.• Perform basic account maintenance activities. Including processing mail and FAE's for refunds• Meet Quality Assurance Requirements and other key performance metrics

Hyattsville, Maryland, United States

• Actively listened to callers to determine purpose of the call and routed calls in a systematic andorganized manner following departmental guidelines• Entered client data into Trapeze and Microsoft Access databases, updated contact information, andrecorded customer notes allowing staff to capture the usage and resolution of calls• Updated scheduling manifest daily, maintained electronic records, and created Metro Access clientreports using Microsoft Word and Excel• Trained newly hired Metro Access employees on company policies and internal procedures• Proactively participated in ongoing training in all aspects of the Customer Service