Customer Service Training
Resume:
Theresa H. GONYO
*** ****** **** ****, *******, VA 23024
*******.*****@*****.***
PROFILE
Results-driven and highly accomplished professional seeking a challenging
Customer Service and/or Administrative position where successful track
record of 30+ years of management, customer service, and business support
skills and knowledge can be fully utilized and enhanced. Recognized for
professionalism, positive mental attitude, commitment to excellence, and
demonstrated ability to communicate and interact effectively with
superiors, staff, and clients. Motivated by internal standards of
excellence to overachieve and exceed all set goals.
SUMMARY OF QUALIFICATIONS
EXPERTISE Diligent and resourceful individual offering competency within
the full range of business and administrative procedures.
Accomplishments include successful business process
improvements. Recipient of numerous prestigious awards and
honors, including but not limited to, Commissioner's Award
for Career Achievement, Award of Appreciation for General
Assembly Legislative Session, Nominee for Governor's Award
for Career Achievement
SKILLS Well-developed communication skills demonstrated through verbal
and writing abilities, and the ability to produce reports and
documents. Skilled and adept at building and strengthening
customer partnerships and business relationships. Knowledge,
training and experience in conflict resolution, strategic
planning, EEOC, Title VII, and related State and Federal
laws. Computer literate with proficiency in various systems
and software programs (EXCEL, POWERPOINT, MICROSOFT OFFICE).
STRENGTHS Demonstrated ability to work independently or as an integral
part of a team to achieve objectives and goals. Recognized
throughout career for professionalism, enthusiasm and
determination, emphasized by a personal commitment to
outstanding performance.
EMPLOYMENT HISTORY
Department of Motor Vehicles, Richmond, VA
1977 - 2010
Director of Data Management Services
Responsible for the oversight and maintenance of over 11 million driver and
vehicle records. Specific duties included, but were not limited to,
continuous interaction (internally and externally) with colleagues,
insurance companies, courts, local enforcement, and local, state and
government entities; monitoring and achieving performance benchmarks;
analyzing and evaluating market conditions; reviewing and analyzing
operations; training and management of 50+ employees; customer service and
support; promoting efficient administration and overall effectiveness.
. Provided three decades of dedicated service, exceptional work
performance, and commitment
. Received numerous promotions throughout tenure, having begun as entry-
level Clerk and promoted through the ranks to Director of Data
Management Services
. Drove phenomenal growth by elevating production numbers and
implementing cost reduction efforts, while simultaneously developing
the infrastructure to support the operation and process improvements
. Masterminded, spearheaded and implemented the DMV's document imaging
project; a revolutionary multi-million dollar technology initiative
that enables the Agency to manage millions of documents effectively
and efficiently by scanning, automatically archiving and
electronically storing documents
. Document Imaging Project resulted in improved efficiency, customer
service and profitability; project eliminated a backlog of 2.3 million
documents, reduced the turn-around time in imaging documents received
in bulk from 40 days to 15 days, reduced staff by 8 full time
equivalents and 2 contractual employees, reduced over $500,000 in
shipping costs
. Bestowed responsibility to serve as Project Leader in the development
of an innovative compliance summary for the DMV; resulted in more
efficient customer service and received recognition and praise from
key community leaders and attorneys
. Acknowledged for capacity to manage at both micro and macro levels,
adjust to the challenges presented, and deliver on promises
. Successfully supervised, managed and trained a staff of 50+ employees;
recognized continuously as being one of the most well-respected
supervisors by subordinates
. Proven ability to cultivate and sustain client relationships and
foster loyalty
. Properly ensured that quality, confidentiality, and efficiency
standards were maintained and service expectations exceeded
. Commended for delivery of personal attention to customers to ensure
high level of satisfaction
. Exhibited expertise in business analysis, problem solving, executive
communication, and people development
. Inspired excitement and enthusiasm while solving highly complex issues
relevant to operations and customer service
. Provided exceptional customer service, maintained a positive attitude
when interacting with all customers, co-workers, and professional
staff
. Developed and maintains strong reputation for service excellence
AWARDS AND HONORS
. Certificate of Appreciation, Public Service Week; in recognition of
hard work and dedication to the citizens of Virginia, May 2007
. Department of Motor Vehicles Commissioner's Award for Customer
Service, May 2007
. Award of Appreciation, for Commitment and Dedication to 2007 General
Assembly Legislative Session, April 2007
. Customer Service Excellence National Award, presented by American
Association of Motor Vehicle Administrators, March 2007
. Department of Motor Vehicles Commissioner's Award for Career
Achievement, May 2006
. Governor's Award for Career Achievement, Nominee; significance- only
employee ever to receive Honorable mention for Governor's Award, April
2006
. Employee of the Season, April 2002
. Commissioner's Cup, Motor Voter Team Member, November 2000
. Outstanding Team of the Year, Web Development Team Member, December
1999
. Certificate of Appreciation, VA Limousine Association, December 1998
. Outstanding Team of the Year, Personal Property Tax Relief
Implementation Team, December 1998
. Pay for Performance Award; significance- recognized as is being in the
top 20% of employees with exceptional work performance
. Employee Appreciation Certificate, April 1994
. Certificate of Recognition; in recognition of commitment and support
to Citizen Services System, October 1993
. Certificate of Appreciation, Team Member on System Redesign, May 1992
. Recipient of numerous other letters and memorandums of appreciation
for superior work performance and customer service (available upon
request)
ADDITIONAL EXPERIENCE, TRAINING & SKILLS
. Online HR Policy and Law Training, 2009; Employee Selection Procedures,
Compensation Policy, Preventing Workplace Harassment, Fair Labors
Standards Act (FLSA), Performance Management, Understanding State
Government, Standards of Conduct, Fundamentals of EEO Law, Risk
Management, Managing Teleworkers, Leave Policies, Emergency and Security
Awareness, Work Place Ergonomics, Return to Work, Family and Medical
Leave Act (FMLA), Financial Fundamentals, Americans with Disabilities Act
(ADA), Freedom of Information Act (FOIA), Alcohol and Other Drug Policies
. Online Training Courses, 2009: IT Acceptable Use Policy, Valuing
Differences; Enhancing Employee Performance, Department of Accounts- SPCC
Cardholder Training and Cardholder Supervisor/Reviewer Training
. Online Training Courses, 2008: Self Management, VA State and Local
Conflict of Interests Act, Conflict Management, Cyber Security Awareness
Training, DMV Procurement 101 Training FY 08-09, DMV Employee Code of
Conduct, DMV Leading Organizational Change
. Online Training Courses, 2007: Terrorism Security Awareness Orientation,
DMV AAMVA International Conference
. Classroom Training, 2001-2009: Behavioral Based Interviewing, Freedom of
Information ACT (FOIA), Lean for Customer, Peak Training, Conflict of
Interest, Compensation Reform for Managers
. Additional Classroom Training: Managing Electronic Records, Murray Banks
Presentation, Microsoft Word and Windows, Managing Knock Your Socks Off,
Train the Trainer, Word Perfect, Performance Incentive Plan, Creating
Satisfied Customers, Coaching for Customer Service, Interviewing and
Personnel Selection, Coaching to Improve Performance, Customer Service
Initiatives, Working with Difficult People, Body Language as a Means of
Communication, Leadership Skills for the Work Leader, Controlling Stress
and Tension, Sharpen Your Listening Skills, Making Effective
Presentations, Your Personal Image, Telephone Techniques, Health and
Safety, Public Contacts, Grievance Procedures, Planning and Organizing,
Defensive Driving, Business English and Writing Skills, VA Privacy Act,
Positive Communications
Contact this candidate