Dedicated customer service representative with over 20 years experience. Highly motivated to maintain satisfaction and contribute to company success. Excellent written and verbal communication skills with an eye for detail. Very adept at filling any team role and helping employees be efficient and productive. Extremely productive in a high volume, high stress environment. Superior record of surpassing expectations.
As DNR CSR, I process applications for title and registration of recreational vehicles as well as issue hunting/fishing licenses and permits to the general public. I help to interpret hunting and fishing regulations and provide information and assistance on title and registration policies and procedures. I serve customers through in person counter services, the statewide Call Center, as well as email and chat software.
As Team Lead, I serve as first point of contact for escalated customer concerns and complaints. I delegate workload amongst customer service staff. I assist in evaluating staff skills and abilities and monitor staff proficiency in core duties. I am responsible for managing the financial books, reconciling daily sales and I monitor weekly and monthly account balances in accordance with bureau policy. I implemented several new financial policies to limit financial errors and maintain proper balances.
As DMV CSR, I processed applications for vehicle title and registration as well as driver licensing products to the general public. I have an excellent understanding of the state and local laws and used them daily to regulate the issuance of products. I was one of the top processors in my region processing more than 10 title applications per hour with minimal errors. I have implemented new processes and systems for improving customer satisfaction as well as employee production. I was assigned as "Person in Charge" several times to fill in when the supervisor and/or team leaders were away. I was regularly asked to mentor new employees and I was designated the team expert in respects to all processes of the job. I was a road test examiner, providing skills tests for a class D license. I maintained a positive attitude to provide a safe and effective test environment for first time drivers as well as drivers who are already licensed. I evaluated their skills in following the rules of the road and offered positive feedback for them to apply to their driving.
I was responsible for answering calls through an in-bound call center in support of customer needs. I answered several calls per day giving step by step instructions resolving equipment and/or service issues. I performed queries in multiply databases. I trained new employees by providing knowledge of specific tactics and policies. As a retention specialist I was successful in persuading customers who were dissatisfied with their service to stay with the company. I scored in the top 10% of employees in successful resolution of issues. I was the top employee in retention sales. I averaged 20 upgrades or new services per month as opposed to the company average of 8. I built long-term customer relationships and advised customers on purchases and promotions.
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