Sai Cope
Summerville,sc
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
SA III
Charleston Passport Center
10.2024 - Current
- Prepare and mail envelopes with correct passport and corresponding supporting documents.
- Review passport application, photograph, identification and supporting documentation for completeness prior to adjudication.
- Ensure the application and documents comply with Passport requirements, photograph meets passport standards, and customer is provided information.
- Ability to maintain composure and objectivity in stressful situations and in dealing with multiple inquiries.
- Certified in Mail Open : 5504/82/11 , PRISM, IQA, Mail Out, and Same Day QC
- Review all types of Passport application (i.e. DS-82, DS-11, DS 5504, DS 4085, and reentry applications) data to ensure completed basic information is recorded accurately into DOS systems
- Assist DOS Passport Specialists with Holds removal cases. Duties include reviewing documentation, faxing information, and maintaining a file system
- Handle complaint letters/phone calls
- Deal with urgent requests by applicants, under the direction of a DOS Passport Specialist Perform an administrative review on suspended applications. Attach proper paperwork to application to continue the EF/AR process Insuring TDIS-PD screen is updated with the correct suspense information
- Generate Informational Request Letters (IRLs) and emails that clearly convey requests for additional documentation or information to passport applicants Access Passport information forms to prepare Lookouts for the CLASS system as directed by the designated Passport Specialist
- Prepare correspondence for applications not issued
- Generate corrective correspondence for acceptance agents
- Interface with the National Passport Information Center (NPIC) to resolve cases
- Perform an administrative review on suspended applications. Filling out and affixing a suspense tag indicating DOS letters to be sent to applicant. Insuring TDIS-PD screen is updated with the correct suspense information
- Deal with urgent requests by applicants, under the direction of a DOS Passport Specialist
- Verify all applications to determine the proper payment for expedite service
- Attach the proper paperwork to application to continue the EF/AR process
- Generate IRLs and email or call Expedite Fee (EF)/Application Response (AR) applicants
- Receive undeliverable Passports, requesting issued applications from QC, and resolving mailing problems
- Perform Quality Control in verifying that application data matches Passport processing data
- Assist in training lower level Support Associates in job functions, duties, and tasks
- Contact those acceptance facilities that bypass the lockbox provider without authorization
- Assist with “not issued cases” (also called “abandoned cases”), including, photocopy application and attachments, fax/scan, set up application to be abandoned and forward hard copies to requesting Agency
- Communicate with passport acceptance facility program managers under the direction of the CSM
- Communicate with stakeholders, such as: Congressional offices, community-based organizations, USPS, Lockbox, and other Government Agencies (except for law enforcement) under the direction of the CSM
- Collect and record survey responses
- Identify and take initiative to report trends or patterns in the volume or nature of inquiries handled
- When not directly assisting Customer Service, serve as a member of NPIC search team
- Conduct research on passport cases by gathering information from a variety of sources, including but not limited to: applications, supporting documents, the internet, telephone calls, government, commercial, and open source databases. Write recommended findings in a clear and concise manner that summarize the information gathered and identified during research
- Perform analyses on passport cases being suspended to identify trends that may be useful in future research that is being conducted sent to Passport Specialists. Identify errors and areas for improvement in memos associated with these applications.
Team Lead
PL Marketing
10.2022 - 08.2024
- Provide customer assistance and have a working knowledge of Kroger’s Customer 1st Strategy.
- Work independently to execute the category/aisle set plan.
- Help identify opportunities to increase sales of Kroger Corporate Brands with recommendations for new items, improved product placement, pricing/promotion, and resolution for any supply/stocking issues.
- Apply strong merchandising skills and ability to read, understand and implement plan-o-grams.
- Operate a CAO gun and printer.
- Ability to create Excel Time sheets, Task complete, and Drive logs.
- Operate Kroger equipment in a “safety first” manner.
- Checked emails daily for updated schedule changes or location changes.
- Coaching – providing timely guidance and feedback to assigned KOMPASS Reps to help strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
- Building Strategic Working Relationships – Developing and using collaborative relationships with District Managers, Store Managers and Grocery/Department Managers to facilitate the accomplishment of work goals. Ultimate Team Player.
- Provide quality customer service through effective communication and transparency.
- Ability to interface with all levels of the organization.
Traffic Control Flagger
Southern Protection Agency
08.2022 - 10.2022
- Set up, maintain, and remove temporary work zones. Including warning signs, traffic cones, and rumble strips according to ATSSA and DOT regulations.
- Load and unload work zone equipment to and from the company vehicle.
- Drive the company vehicle to and from job sites in a safe manner.
- Reports directly to an MOT Supervisor.
- Ability to multitask; all assignments/projects completed in a timely manner.
Customer Service
Warby Parker
01.2022 - 08.2022
- Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Created customer appointments.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Handled all customers grievances/concerns with the support of management to refer when further investigation necessary.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Review insurance policy terms to determine whether a particular prescription is covered by insurance.
Education
High School Diploma -
Brinkwitz High School
Hayward, CASkills
- MS Excel, Word, Outlook
- Conflict Resolution
- Mentoring
- Team Building
- Proactive
- Power Point
- Customer service
- Networking
- Troubleshooting
- Problem-solving
- Organization
- Research
- Proofreading
- File and database management
- Quality control
- Mail processing
- Mail sorting
- Package handling
Internship
- RADPAX LLC | JANUARY 2014 – OCTOBER 2016
- Handled customers grievances/concerns with the support of management to refer when necessary.
- Created customer appointments.
- Checked emails daily for updated schedule or delivery changes.
- Keep track of and maintained inventory.
- Emailed detailed receipts to management as needed.
- Created data spreadsheets for special projects.
- Lead startup meetings daily.
- Assisted in creating safety guidelines power point presentation.
Timeline
SA III
Charleston Passport Center
10.2024 - Current
Team Lead
PL Marketing
10.2022 - 08.2024
Traffic Control Flagger
Southern Protection Agency
08.2022 - 10.2022
Customer Service
Warby Parker
01.2022 - 08.2022
High School Diploma -
Brinkwitz High School
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