Assistant Manager

Drayon D. Brown

**** ******* **, ******* ** ***** · (301) 806- 0966

*********@*****.***

OVERVIEW

Goal driven, self-motivated, self-starter with strong communication and interpersonal skills with a proven ability to work both independently and in a team environment. Able to prioritize effectively to accomplish multiple tasks as well as complete projects. Honest, dependable, reliable worker with a solid work history that excels in fast-paced environments and is committed to excellence.

CORE SKILLS

Budgeting/Accounting/Cash Management

Evaluations/Assessments

Team Building/Partnerships/Coach

Customer Service

Leadership/Supervision

Business Management

Security awareness/Time Management

Human Resource

Documenting/Recording Information/Reporting

CERTIFICATIONS

Possess a valid MD driver license

Driver/MC Examiner certification

Legal presence verifier certified

EDUCATION

College Credits – Accounting - St Augustine’s College, Raleigh

TRAINING

Conflict Management

Human Resource Policy and Law

Self- Management

Valuing Differences: Cultural and Generational Diversity

Real ID

WORK HISTORY

9/2010 - Present Assistant Manager

Virginia Department of Motor Vehicles – Franconia, VA

• Responsible for reviewing information to determine and ensure compliance with agency policies (laws, rules and regulations) and procedures for procurement, and manage the customer service center functions ( HR, Fiscal, contracts, facilities, staff, security, assets, information and CSC issues).

• Monitor and budget CSC operating during fiscal year.

• Review information to determine and ensure compliance with applicable laws, rules and regulations.

• Supervise, train, coach operational staff in day to day operations to develop and utilize staff skills.

• Assign and direct workflow services to staff through appropriate staff planning and scheduling.

• Develop staff in customer service delivery strategies.

• Analyze and provide all required documentation in a timely manner, which may include staff and agency follow-up,

outcome evaluation, and staff evaluations.

• Participate in regular staff meetings, staff training programs, supervisory sessions, conduct and make presentations.

• Resolve customer escalated issues and problems in a professional manner.

• Ensure operational staffing levels to cover all CSC shifts, and process and submit payroll.

9/2009 - 2010 Assistant Manager

Virginia Department of Motor Vehicles- Alexandria, VA

• Responsible and ensured operational staffing to cover Alexandra CSC and Pentagon CSC shifts.

• Reviewed information to determine compliance with applicable laws, rules or regulations.

• Responsible for monitoring and budget for CSC operations.

• Followed-up with customers as appropriate to document outcomes and/or customer complaints.

• Inputted accurate and complete data for all staff into agency database.

• Ensured that all questionable documents (driver, real id, tax collection, title and registration) submitted were valid.

• Provided all required documentation in a timely manner, which included customer outcome evaluation, and staff evaluations.

• Participated in regular staff meetings, staff training programs, and supervisory sessions.

• Presented program support services information during staff meetings, workshops and events.

• Adhered to agency and program policy, procedures and the professional code of ethics.

7/2005 – 9/2009 Customer Service Generalist Senior

Virginia Department of Motor Vehicles- Alexandria, VA

Responsible for opening and closing customer service center, adhering to established operating hours

Performed all levels of CSC transactions (administering vision, driver and road test for driver’s licenses including dealer, motor carrier, vehicle, registration, titling, tax collection and issuing DMV credentials)

Served as the CSC subject matter expert for legal presence and title documentation verification

Demonstrated customer friendly efficient approach to working with customers, co-workers and management

Ensured proper accountability of all monies and balanced drawer is accordance with agency policies

Served as coach and trainer to provided leadership to the CSC staff

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