Lilia Kenzhebayeva

Team Leader @CIBT

New York, NY, US

Responsible for handling higher level and more complex client files; assists in assigning files to appropriate consultants; monitor consultants’ daily workload. Review/prepare various passport and visa applications and supporting documents to be submitted to various embassies/consular offices and the US State Department according to their standards. Ensure that Consultants provide quality customer service; investigates and resolves problems escalated by consultants/clients. Support accounts management staff to find resolutions to client concerns Updating daily rejections assessing training gaps and feeding back to staff in a positive manor for improvement. Collectively manage the distribution of daily work assignments based on staffing on hand Provide training assistance and guidance to new team members and current ones on updated information in the industry Provide Customer service skills training on a regular basis Work with escalations, customer satisfaction and meeting client\'s expectations, work with team members on service improvement, professionalism and how to avoid future escalations

KazNU named after Al-Farabi

Master's degree

Leysin American School

Programm Assistant

The City College of New York

Master's degree

Kazakh University of International Relations and World Languages named after Abylai Khan

Bachelor's degree