Adem Serifovski
Melbourne,Australia
Summary
Operations and service delivery leader with 10+ years of experience in high-volume, highly regulated environments. Proven record leading teams, coordinating complex workflows, training staff, resolving sensitive issues, and maintaining service quality and compliance. Recognised for calm judgement, strong stakeholder engagement, and the ability to deliver consistent outcomes under pressure.
Overview
10
10
years of professional experience
Work History
Consular Operations Supervisor
U.S. Consulate Melbourne
Melbourne, Australia
2023.01 - Current
- Oversee entire scope of processing for over 26,000 visas annually. Increased average visa output by 15 percent over 5 years, whilst improving visa processing time from 10-12 business days to the current, 72-hour turnaround time.
- Led Visa Unit of 15 staff in immigrant and non-immigrant processing, workflow planning, staffing, appointment oversight, training, and quality control, ensuring compliance with laws, regulations, policies, and standard operating procedures in a high-volume, highly regulated environment.
- Advised Visa Chief and Consular Chief, serving as primary liaison with public, Australian authorities, and counterpart agencies. Acted as training advisor for Visa Processing in U.S. Embassy Tokyo, Seoul, and Bangkok from 2022 to the present.
Senior Consular Assistant
U.S. Consulate Melbourne
Melbourne, Australia
2018.01 - 2023.01
- Served as primary contact for U.S. citizens in the consular district, resolving complex and high-risk cases while coordinating support with public and private sector contacts.
- Managed non-immigrant and immigrant visa operations, American Citizen Services, and fraud prevention to ensure compliance and efficiency.
- Directed consular operational budget for visa unit, implementing strategic improvements to enhance financial oversight.
Policy Officer, Visa Unit
U.S. Consulate Melbourne
Melbourne, Australia
2017.01 - 2018.01
- Delivered high-volume visa processing in line with standard operating procedures and established guidelines.
- Coordinated data entry, document review, correspondence, passport manifesting, and visa printing to ensure seamless visa processing.
- Identified and reported trends, anomalies, and processing issues to uphold service quality and consistency.
Management Assistant
U.S. Consulate Melbourne
Melbourne, Australia
2017.01 - 2017.12
- Coordinated administrative, reporting, project management, and support for Political, Economic, and Executive branches, contributing to effective operations and financial planning for Consulate Management team.
- Facilitated procurement services as General Services Officer, assisting with logistics for Vice President Biden's official visit to Melbourne, ensuring smooth operations as procurement and motor pool assistant.
- Streamlined administrative processes to enhance consulate operations and diplomatic functions.
- Managed schedules and appointments for senior staff members effectively.
- Assisted in preparing briefing materials and reports for official meetings.
Education
Bachelor of Arts - International Studies
Royal Melbourne Institute of Technology
Melbourne, VIC2016-01
Skills
- Operations leadership and workflow management
- Service delivery and customer experience
- Policy compliance and interpretation
- Budget management
- Quality assurance and issue resolution
- Crisis management
- Team supervision and training
- Stakeholder engagement and liaison
- Process improvement and performance support
Timeline
Consular Operations Supervisor
U.S. Consulate Melbourne
2023.01 - Current
Senior Consular Assistant
U.S. Consulate Melbourne
2018.01 - 2023.01
Policy Officer, Visa Unit
U.S. Consulate Melbourne
2017.01 - 2018.01
Management Assistant
U.S. Consulate Melbourne
2017.01 - 2017.12
Bachelor of Arts - International Studies
Royal Melbourne Institute of Technology