Experience

• 

  Bureau of motor vehicles

  Mar 2012 - Jul 2017

  I managed a staff of supervisors and customer service representatives while overseeing the daily operations of the Contact Center. Job duties included performing administrative tasks, schedule management, coordinating meetings, handling escalated customer complaints and issues, and ensuring all departmental performance goals were met. I supervised 15 people ensuring they provided excellent customer service. I kept track of their daily schedules, lead team meetings, submitted and issued corrective and disciplinary action, and assisted with hiring and onboarding newly hired associates. Other responsibilities included serving as a Subject Matter Expert and quality analyst. I assisted customer service representatives and customers alike with any issues or inquiries they may have had. I completed customer transactions while providing excellent customer service. Other responsibilities included auditing, filing, scheduling, troubleshooting difficult customer situations, and ensuring branch readiness for opening and closing daily.

  • Deputy Director

    Mar 2017 - Jul 2017

  • Supervisor

    Oct 2015 - Mar 2017

  • Customer Service Representative

    Mar 2012 - Oct 2015
• 

  Ivy tech community college

  Mar 2022 - now

  Program manager