Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Cindy McMillan

Miami,USA

Summary

Passport Specialist with extensive experience at U.S. Department of State, specializing in document review and customer service. Demonstrated leadership in coaching teams to improve productivity and effectively resolve complex issues. Proficient in Microsoft Excel for reporting and compliance, ensuring high standards in application processing.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Passport Specialist

U.S. Department of State
Miami, FL
03.2024 - Current
  • Adjudicating Passport Applications: Examining applications to determine eligibility, identifying potential issues, and resolving outstanding matters.
  • Fraud Detection: Identifying and addressing fraudulent claims or documents.
  • Customer Service: Providing information, answering inquiries, and assisting applicants with the passport application process.
  • Documentation Review: Verifying the completeness and authenticity of submitted documents, including evidence of citizenship, identity, and required fees.
  • Reporting and Record Keeping: Maintaining records of passport applications and related activities.
  • Compliance with Regulations: Ensuring all passport-related activities adhere to relevant laws, regulations, and procedures.

Passport Support Associate III

CGI Federal
Miami, FL
08.2022 - 03.2024
  • Operated equipment for high-speed scanning, mailing, and metering mail.
  • Prepared and mailed envelopes with accurate passports and supporting documents.
  • Archived files systematically for efficient storage.
  • Interfaced with passport applicants at Information and Will-Call counters.
  • Scheduled appointments at Information Station for applicant convenience.
  • Reviewed passport applications for completeness prior to adjudication.
  • Ensured compliance of applications and documents with Passport requirements.
  • Processed refund requests and verified completed transactions accurately.

Supervisor

IQOR
Miramar, FL
01.2005 - 06.2025
  • Listen to calls & provide feedback.
  • Coaching & developing representatives.
  • Customer service.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Supervised 15-20 representatives in providing excellent customer service to callers requiring assistance for account and phone issues.
  • Compiled and analyzed customer feedback data to develop new strategies and corrective action.
  • Completed documentation and logs each day and generated weekly reports detailing activities to submit to manager.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.

Education

Medical Coding and Billing -

Florida Career College
Hialeah
12.2007

High School Diploma -

Miami Edison Senior High
Miami
06.2000

Skills

  • Time management
  • Leadership
  • Communication skills
  • Document review
  • Customer service
  • Microsoft Excel
  • Microsoft Word

Certification

Certified Professional Coder

Languages

  • English
  • Haitian Creole

References

References available upon request.

Timeline

Passport Specialist

U.S. Department of State
03.2024 - Current

Passport Support Associate III

CGI Federal
08.2022 - 03.2024

Supervisor

IQOR
01.2005 - 06.2025

Medical Coding and Billing -

Florida Career College

High School Diploma -

Miami Edison Senior High

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