Theresa H. GONYO

(540-***-****

*** ****** **** ****, *******, VA 23024

abhaii@r.postjobfree.com

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

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