Visa Section Office Manager / Operational Manager
British Embassy Cairo
Total years of experience :5 years, 11 Months
• Change management; managing a section restructure as well as two office relocations.
• Operational delivery & management; ensuring operational effectiveness handling over 45, 000 annual visa applications within strict customer service and delivery standards.
• Providing continual development and productivity improvements of Visa staff despite limited resources within a challenging environment (achieved over 75% productivity improvement).
• Published official Embassy Visa related notices and press releases, handling all visa related customer / public relations.
• Developed a customer services interaction interface from a limited, resource intensive, face-to-face service to a fast turnaround email and continually updating FAQ system, resulting in a customer enquiries response and turnaround rate increase of over 500%.
• Supporting Entry Clearance Officers and Entry Clearance Managers in the delivery of the UK Border
Agency International Group's organisational objectives.
Key Achievements
• Introduced an overhaul to the document filing system.
• Exceeded challenging targets to provide high customer service standards.
• Working effectively on own initiative and as part of a team to ensure that the highest standards of customer
service are delivered at all times.
• Monitoring and controlling stock levels on the shop floor and implementing effective visual merchandising to maximise sales and improve the customer experience.
• Liaising extensively with customers on a daily basis including resolving enquiries and complaints that may
arise.
Key Achievements
• Rapidly acquired expert knowledge of the company's extensive range of car audio and electronics
products and utilising this to consistently achieve challenging sales targets.
• Gained an invaluable insight into the running of a busy retail pharmacy outlet including preparing
prescriptions, managing stock and implementing pricing policies.
• Based within the technical department of the construction component company with responsibility for responding to a range of customer requests.
• Acquired sound knowledge of the AutoCAD system used for the purposes of designing specific lintel supports.
BSc: Economics & Management (part-time external studies)
CertHE
3 A Levels: Mathematics, Biology and Chemistry (2005) AS Level: History (2004) 10 GCSEs: Including English, Business Studies, Sciences, and Mathematics (2003)