Managed Visa Application Centre operations supporting UK and Australian migration programmes while ensuring compliance, service quality, customer satisfaction, and operational performance. Key Responsibilities • Managed overall VAC operations and supervised multidisciplinary teams supporting migration programmes. • Oversaw customer complaints, service recovery activities, and escalation procedures, ensuring concerns were addressed promptly and professionally. • Analysed complaint trends and operational issues, implementing process improvements that enhanced customer satisfaction and service quality. • Conducted staff training, coaching, performance reviews, and workforce planning activities. • Coordinated with embassy representatives and stakeholders to address operational challenges and maintain service continuity. • Maintained quality control, data protection, and information security standards across operational activities. Selected Achievements Ensured full compliance with UK and Australian Embassy service standards while maintaining high levels of customer satisfaction. Successfully resolved complex customer complaints and escalated cases involving multiple stakeholders, strengthening customer trust and embassy relationships. Strengthened document verification and quality control processes, reducing errors and enhancing reporting reliability. Led operational teams that consistently achieved performance targets for service quality and processing timelines. Reason for Leaving: Accepted appointment with IOM Vietnam as G6 Project Administrator, advancing from private-sector migration operations into international migration programme management.

Managed day-to-day operations of a high-volume migration programme while ensuring service quality, accountability, compliance, and operational effectiveness. Key Responsibilities • Supervised frontline teams and strengthened staff capacity through coaching, mentoring, training, and performance management. • Managed client complaints, inquiries, and service recovery activities, ensuring timely resolution and compliance with IOM and client-government standards. • Reviewed complaint trends and client feedback to identify operational gaps and implement corrective measures to improve service quality and customer satisfaction. • Oversaw application processing while ensuring confidentiality, quality assurance, and adherence to established procedures. • Delivered staff training on systems, procedures, customer service standards, and operational requirements. • Prepared statistical and narrative reports to support programme monitoring and management decision-making. • Coordinated with VFS Global, IRCC, and the Canadian Embassy on operational matters and procedural updates. Selected Achievements • Maintained 100% compliance with Government of Canada and IOM operational standards while managing high-volume CVAC operations. • Managed complaint resolution and service recovery processes, improving customer experience, operational accountability, and stakeholder confidence. • Delivered technical training on VFS systems that improved data accuracy, reduced processing errors, and strengthened workflow efficiency. • Selected to provide technical support to Cameroon, Ghana, and Cambodia CVAC operations through global trainings and a two-week TDY mission. Successfully supported the Accra and Cameroon VAC teams in achieving all Visa Support Services (VSS) performance targets required under the new IRCC contract, while strengthening operational consistency and service quality across locations. • Promoted internally from G6 CVAC Project Administrator to G7 Sub-Regional Coordinator, expanding responsibilities from managing a single operation to overseeing multi-country operations across Viet Nam and Cambodia. Reason for Leaving: Promoted internally to G7 Sub-Regional Coordinator with responsibility for multi-country operations across Viet Nam and Cambodia.