Linda Egure

U.S. Department of State – Passport Services

40 hours/week

• Provided bilingual customer service (English/Spanish) by assisting applicants in person, by phone, and in writing; translated official correspondence and documents to ensure clear communication.
• Reviewed and processed passport applications (DS-11, DS-82, DS-5504, DS-4085, and re-entry), verifying identity, supporting documentation, photographs, and payment; ensured compliance with passport laws, regulations, and Department of State policies.
• Conducted quality control reviews on completed passports to ensure data accuracy, system alignment, and activation of electronic passport chips. Identified and corrected discrepancies prior to issuance.
• Operated specialized equipment to perform high-speed scanning, image review, passport printing, mailing, and file archiving. Printed and reviewed 50–65 passports per hour, maintaining established production and accuracy standards.
• Researched and resolved complex case issues, including undeliverable passports, Potentially Fraudulent Birth Document (PFBD) cases, suspended/abandoned applications, and applicant discrepancies; documented all findings in DOS databases and prepared correspondence.
• Generated official letters, including Informational Request Letters (IRLs), Final Notices, refunds/reimbursements, and corrective correspondence; maintained case documentation in TDIS, CLASS, SharePoint, and other DOS systems.
• Assisted the Customer Service Manager (CSM) with congressional, White House, and interagency inquiries; ensured accurate and timely responses in accordance with DOS standards.
• Trained and mentored lower-level associates, providing instruction in passport processing, fraud prevention, and customer service procedures; contributed to the development of improved training materials and processes.
• Participated in outreach activities, including naturalization ceremonies, travel shows, and university events, representing Passport Services to the public and partner organizations.
• Temporarily served as Acting Section Leader, supervising staff, assigning work, and maintaining workflow continuity during leadership absences.

Customer Service Representative – Edfinancial Services

• Assisted an average of 50–80 borrowers daily with student loan inquiries, repayment plans, deferment, forbearance, and account management.
• Delivered 98%+ customer satisfaction scores by providing professional, empathetic, and solution-focused service.
• Educated borrowers on repayment responsibilities and Department of Education programs, increasing successful repayment plan enrollments by 15%.
• Researched and resolved complex account discrepancies, achieving a 95% first-call resolution rate.
• Consistently met or exceeded performance benchmarks, including call quality, productivity, and compliance audits (scoring 97%+).
• Accurately documented all interactions across multiple computer systems while maintaining strict confidentiality.
• Provided bilingual support (English/Spanish), improving communication with a wider borrower population.
• Responded to customer requests for products, services, and company information.

• Responded to inquiries regarding immigration benefits, case status, and application procedures.
• Maintained accurate records in USCIS case management systems.
• Provided bilingual support (English/Spanish) to applicants from diverse backgrounds.
• Researched and resolved applicant issues, escalating as appropriate.
• Ensured strict adherence to federal policies, procedures, and confidentiality requirements.
• Met quality and performance standards, including accuracy, timeliness, and customer satisfaction metrics.

Key Skills:

• Customer service in a federal environment
• Case management and recordkeeping
• Bilingual communication (English/Spanish)
• Compliance with USCIS and federal guidelines
• Responded to customer requests for products, services, and company information.