MV Supervisor- Department of Motor Vehicles

Brenda J. Sanders

** ***** ****** ****

South Windsor, CT 06074 860-***-**** email: *******@****.***

Qualifications

Results-oriented professional with 30+ years’ experience in the client driven environments.

Team player, friendly demeanor and committed to exceeding employer’s expectations.

Adaptable, flexible and able to maintain effectiveness during change or conflict

Grasp institutional policies and apply them fairly and consistently.

Foster cooperation, demonstrate initiative and integrity.

Resourceful, demonstrated ability to exercise sound, independent judgment, and discretion.

Education

Proficiencies: Microsoft Office Suite, CARTER, CIVLS, and SABA, NMVTIS, NCIC Certified, Manual and Computerized research, FindLaw, Outlook, Internet Explorer, and Social Media.

Weaver High School Hartford, Connecticut

Experience

New Info:

2022-2023 – Temporary Retired Rehire from State of CT DMV Provide support to the (VBR) Vehicle Business Regulation Unit.

Reviews and examines applications and supporting documents for operator licenses, vehicle registrations and certificates of title to ensure clear, complete, and accurate information.

Performs limited restorations of driver licenses or motor vehicle registrations.

Verifies data such as insurance coverage, year, make, model, vehicle identification number, property tax liability and suspension records.

Determines proof of ownership and existence of encumbrances from information submitted.

Contacts municipal collectors of revenue to obtain clearance.

Prepares appropriate form letters advising of specific reasons for rejection or requesting additional information regarding correction of submitted data.

Compares data elements with automotive reference manuals and manufacturer's publications for verification.

Checks for erasures or omissions in typing.

Responds to inquiries from the public and co-workers and provides correct information on requirements and procedures.

Issues motor vehicle operator licenses containing photograph of applicant.

Collects fees.

April 01, 2022, Retired

2018 – 2022 -

Motor Vehicle Central Office Supervisor II

State of Connecticut, Department of Motor Vehicles Wethersfield • Connecticut

Report directly to the Motor Vehicle Division Manager.

Provide daily direction and communication to high volume call center staff of 27, ensuring that 1500+ daily calls are answered in a timely, efficient, and knowledgeable manner. Organize workflow, prioritize workload and ensure that employees understand their duties or delegated tasks; provide continual evaluation of processes and procedures; refine established work procedures (SOPs) to ensure adherence to legal and agency policies / procedures.

Serve as liaison between the branch office and central office units, Department of Revenue Services, town tax collectors and others public officials and private stakeholders to provide or obtain information; handle complex transactions and resolve customer complaints. Identify process or system improvements to reduce costs, improve overall performance or enhance customer experience. Suggest methods to improve area operations, and service to both external and internal customers; identify and address performance trends to ensure attainment of performance goals. Prepare daily or statistical periodic reports as required.

Interview, select, and onboard new employees; provide orientation, counseling, evaluation and discipline in accordance with departmental standards; determine, provide and/or oversee training needs of employees.

2013- 2018

Motor Vehicle Head Examiner

State of Connecticut, Department of Motor Vehicles Wethersfield • Connecticut

Administer the Division’s procedures and policies and resolve ongoing customer issues; serve as a liaison with other intra-agency staff, state agencies, and external officials regarding the interpretation of applicable laws, regulations, policies, and procedures; prepare batch work and statistics on nightly processing activities and provide to Director for signature and dissemination

Research add and release security interest on vessels and vehicles; confirm abandonment, cancellation and post history ownership, conduct change of address for in and out of state registrants within allotted timeframe for more than 1500 applications weekly

Establish and plan for unit workflow; determine unit’s functions, activities, priorities; schedule assign, oversee, monitor, review, revise, record, and lead the work of ten (10) employees

Research and document statutes, regulations, policies, and procedures in the creation and maintenance of the Unit’s standard operating procedures in order to ensure compliance with agency mandates

Research, analyze, document and update survey tools to benchmark and develop best practices; establish Division statistics and key performance indicators for decision support and provide oral and written reports to the Director; analyze and interpret motor vehicle laws, regulations, policies, and procedures for internal staff and agency customers

Analyze, review, compile, record, and code data entered into agency’s office system; develop and monitor work spreadsheets to cleanse customer data to ensure that the agency’s records are complete and accurate daily.

1992-2013

Motor Vehicle Examiner – Secretary II- Data Entry Supervisor- State of Connecticut, Department of Motor Vehicles, Wethersfield • Connecticut

Researched as required, registration suspensions and reinstatements in accordance with Connecticut General Statue 14-140 and 14-213b. Followed through on difficult cases and responded to the internal and/or external customer once resolved. Corresponded with various Connecticut Superior courts for data to resolve disputed cases. Collected and processed appropriate fees as required by state statues. Presented Documentation at Administrative Hearings in reference to operator’s ability to drive.

Received assignments and directions from DMV Executives, Deputy Commissioner, and other senior administrative officials; provided administrative support, scheduling, and coordination for senior DMV management; researched and analyzed Bureau’s laws, regulations, policies, and procedures, and assisted in the implementation and evaluation of Bureau’s programs, objectives, goals, policies and procedures to ensure compliance with the agency’s law and regulations; communicated agency’s resolution actions to internal staff and to customers;

Assisted with the development and maintenance of production-related statistics to ensure appropriate staffing levels and to guide senior agency management in its decision support efforts; Resolved confidential, complex and/or highly sensitive material in the Title, Registry, and/or License/credentialing work matters; monitor, evaluate and revise agency records to ensure that the records are accurate and complete;

Utilized agency’s office systems in the daily administration of the Bureau’s work production; provide daily, monthly, and annual statistical reports to senior DMV management as directed.

Community Involvement/ Employment Participation

2009 - Present Volunteer, Civic Organization

2009 - Present Member, Cultural Diversity Panel

2013 - Present Committee Member, Registration Business Regulation Division

Employer Sponsored Training

Supervisory Training, Three Rivers Community College, Norwich, CT Certificate

Violence in the Workplace ●Sexual Harassment

Effective Customer Service Skills ● How to Deal with Difficult Customers

Conflict Resolution ●Technical Writing /Report Writing

Understanding Diversity ● Recognizing Identity Theft/ Security Mentor

NCIC, Certificate • COLLECT, Certificate

EXAMPLES OF DUTIES

Performs a variety of tasks in any of the following areas: administration, research, legal, planning, management analysis and/or customer service functions; Oversees assigned agency project management initiatives; prepares administrative, budgetary, research and management analysis reports;

More than 20 years of progressive responsibility in the public sector carrying out the agency’s mission to promote public safety and regulate drivers, their motor vehicles and certain vehicle-related businesses, through the delivery of exceptional customer service to internal and external customers. More than ten (10) years of technical experience in planning, management analysis, research, administrative and/or customer service functions.

• Works continuously to deliver new and innovative ways to provide exceptional service to our customers through employees who are empowered to make a difference with an emphasis on VEHICLE SERVICES for individuals and businesses: Renewal and New Registration, Transfer Plates, Vehicle Insurance, Registration Verification, Out-of-State Transfer, Transfer of Ownership, and License Plate Services

• Assures that proper customer service is followed when conducting daily business/transactions. Obtains appropriate forms for and provides information to the public and/or other personnel within the division and other agency departments.

Assists the general public with licensing inquiries, obtains forms and provides information to a variety of personnel within other divisions, departments or the public; make appropriate referrals to various departments within DMV our website or other state or federal agencies or municipalities. These agencies include: Secretary of State, Department of Consumer Protection, and Tax and Town Assessors throughout the state of Connecticut;

Assists branch locations with more complex customer inquiries and trouble shoots customer related problems and issues and recommends appropriate action; examines and processes applications and supporting documentation; issues official documents;

Assures that proper customer service is followed when conducting daily business/transactions. Obtains appropriate forms for and provides information to the public and/or other personnel within the division and other agency departments.

Supervises eight to ten employees consisting of Motor Vehicle Specialists, Motor Vehicle Examiners, Office Assistants, Data Entry Operators and Duplicating Technician for the Registration Processing Unit and Data Entry Unit.

Provides scheduling, prioritizes and assigns work for the issuance of 3,000 to 4,000 registrations and/or change of address transactions weekly for Data Entry Unit. Ensure that the Data Entry Unit responds appropriately to requests for assistance with registration and title inquiries from the general public. Ensures the requirements, of the Memorandum of Understanding (MOU) with the United States, Department of Justice (USDOJ) are met as they apply to Voter Registration through change of address transactions.

Works with current Head Examiners, to provide coverage for Supervision of, MV Examiners and MV Examiners Specialists for Title and Registration Processing Units, during their absence.

Ensures retention periods for various records kept at the Department of Motor Vehicles and off-site are available when needed, properly stored for recall and destroyed in accordance with the Records Retention Schedules for State Agencies and Title 14 Sec. 14-10 of the Connecticut General Statutes.

For example:

oTitles

oDealer and Repairer Complaints

oOperator License Records

oRegistration Records

oDriving Histories

Conducts research and corresponding analysis in assigned areas and topics; assesses impact of state and federal legislation on agency programs; researches and designs programs and strategies to enhance customer service delivery options; reviews programs and expenditures for compliance with grant contracts; recommends improvements to agency business practices and oversees the development and implementation of such improvements;

Assigned to Bureau Chief to resolve complex registration and title issues: reviewed title histories via NVITAS; conducted research histories and checks via NCIC and COLLECT Systems for fatalities, salvages, stolen vehicles, and other motor vehicle related matters

Assisted in eliminating the backlog of 1200+ insurance compliance matters. Performed various complex tasks in the analysis and processing of license and registration applications within the agency with primary responsibility for Insurance Compliance. Other than insurance compliance, also reviewed documents for issuance of registrations and reinstatements for matters concerning: Property Tax, Parking Tickets, Commercial Vehicle Safety Records, Emissions Testing, and Registration Privilege Suspension

• Reviewed statutory requirements for fines and case dismissals for Insurance Compliance registration privilege suspensions

• Reviewed out-going documents for accuracy prior to issuance of registration reinstatements and made record corrections as needed, issued more than 1500 official registration documents weekly

• Extracted data from stand-alone or relational databases to build reports to meet needs of the internal units, other locations or vendors

• Monitored daily transaction productivity statistics for reporting workflow to management

• Collected, analyzed and ensured integration of data; maintained documentation on network, system errors or malfunctions within Unit

• Served on Task Force/ Committee and recommends ways to improve the efficiency of the licensing process and eliminating unnecessary duplication of documents submitted

Provides training and consultative services to agency staff and units; drafts agency procedures; serves on major agency strategic initiative project teams and provides technical and administrative support;

Reviews, recommends, and approves in-service training requests for unit personnel. As needed, provides individual training/retraining for current employees. Provides orientation training to new employees. Reviews procedural and training needs/adjustments as well as process improvement opportunities. Once identified, carries out the improvements and trains staff and other branch employees accordingly. Serves on interview panels and provides input on selection of candidates.

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