Susan Hludik
Passport Specialist
Portsmouth,NH
Summary
Seasoned Passport Specialist with proven experience in passport processing, issue resolution and customer service. Demonstrated proficiency in analyzing passport applications for accuracy and compliance with laws and regulations. Skilled at managing high-volume workloads within fast-paced environments. Successful track record of improving operational efficiency and enhancing citizenship verification processes.
Overview
17
17
years of professional experience
Work History
Passport Specialist
National Passport Center
Portsmouth, NH
02.2011 - Current
- Assisted customers in completing the required paperwork and forms.
- Provided guidance on travel document requirements for international trips.
- Researched information related to passports and visa regulations using online databases.
- Organized files and kept detailed logs of all activities related to passport applications.
- Checked documentation accuracy and completeness.
- Verified identity documents such as driver's license, birth certificate.
- Provided excellent customer service at all times by responding promptly to inquiries.
- Handled customer complaints professionally and provided satisfactory solutions.
- Prepared reports summarizing passport activities such as number of applications received, processed daily, weekly, monthly.
- Provided customer service to those applying for or renewing their passport.
- Evaluated applications and assessment results to determine eligibility and acceptance.
- Informed customers of any additional requirements needed for processing.
- Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts and updating computer systems.
- Performed regular checks of system operations and took corrective action when errors occurred.
- Processed payments for passport applications and fees.
- Ensured compliance with government regulations pertaining to passport issuance and renewal process.
- Answered questions regarding passport policies and procedures.
- Verified application data and account information against legal documentation to determine accuracy and integrity.
- Investigated past and current licensees to perform record checks.
- Managed customer inquiries via phone, email, mail, or in-person visits.
- Followed up with customers on application status updates.
- Adhered to strict confidentiality guidelines when dealing with sensitive data.
- Managed multiple tasks simultaneously while adhering to strict deadlines.
- Reviewed applications for accuracy prior to submission.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Identified needs of customers promptly and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Updated and maintained databases with current information.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked effectively in team environments to make the workplace more productive.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Completed day-to-day duties accurately and efficiently.
Passport Support Associate
Stanley Associates
Portsmouth, NH
12.2007 - 02.2011
- Utilized specialized software programs to process passport orders efficiently.
- Provided support in the development of new procedures relating to passport processing.
- Adhered strictly to organizational policies concerning privacy and confidentiality when handling sensitive documents or materials.
- Ensured compliance with safety standards and procedures when handling large volumes of mail pieces.
- Produced high-quality written communication materials quickly and accurately.
- Proofread documents prior to distribution ensuring accuracy of content.
- Reviewed incoming reports, applications and memos to determine workplace priorities.
- Supported colleagues by providing assistance with day-to-day activities.
- Handled confidential information in a discreet manner.
- Provided administrative support to the executive team in a timely manner.
- Created and maintained computer- and paper-based filing and organization systems for records, reports and documents.
- Took detailed notes in meetings and disseminated information afterward.
- Scanned documents into digital formats for archiving purposes.
- Researched and prepared information for presentations to high-level executives.
- Ensured that all paperwork was completed correctly prior to submission.
Education
Nursing Assistant
LNA Health Careers
Merrimack, NH11-2006
High School Diploma -
Noble High School
Berwick, ME06-1997
Skills
- Passport processing
- Compliance adherence
- Data verification
- Document preparation
- Customer relationship management
- Travel document guidance
Affiliations
- Avid Skier
- Golf Enthusiast
- Boat Skipper
Accomplishments
- Several Fraud detection Awards
- Extra Mile Awards-Going above and beyond my job duties
- Meritorious Honor awards- Outstanding Senior Specialist contributes significantly to Passport Services
- Franklin Award-Volunteered creating four training presentations for the National Passport Center
Timeline
Passport Specialist
National Passport Center
02.2011 - Current
Passport Support Associate
Stanley Associates
12.2007 - 02.2011
Nursing Assistant
LNA Health Careers
High School Diploma -
Noble High School
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