Atisha Duffin

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

Harrisburg, PA 17111

717-***-****

717-***-****

ad4zda@r.postjobfree.com

CAREER PROFILE

Highly experienced Motor Vehicle Program Supervisor 2 (MVPS) with an extensive knowledge of transportation having worked with the Pennsylvania Department of Transportation for seventeen years. Organized and detail oriented and capable of fostering strong professional relationships across departments and agencies. Strong supervisory and communications skills with exceptional investigative skills. Skilled in the development of standard operating procedures, creating and implementing production strategies, maintaining database programs, and problem resolution. Consistently entrusted with fraud investigations and have a keen eye for finding deficiencies. Highly transferable skill set. AREAS OF STRENGTH AND EXPERTISE

• Technical Skills

• Customer Service

• Problem Resolution

• Leadership

• Policy Analysis/Development

• Operations Management

• Call Center

• Process Analysis

PROFESSIONAL EXPERIENCE

PENNSYLVANIA DEPARTMENT OF TRANSPORTATION

MVPS 2, BUREAU OF DRIVER LICENSES, PROBLEM RESEARCH& RESOULTION AUGUST 2019 TO PRESENT

• MANAGES ALL DEPARTMENT RELATED OPERATIONS INVOLVED IN THE PROCESSING OF MAIL/COUNTER REQUESTS FOR DRIVER LICENSE AND MOTOR VEHICLE PRODUCTS.

• RESPONSIBLE FOR PROBLEM RESEARCH AND RESOLUTION STAFF

• SERVES AS THE DEPARTMENTS LIAISON FOR ANY ISSUES COMING FROM A LEGISLATIVE OFFICE

• CUSTOMER SERVICE TO SOME CUSTOMERS AND SUPPORT OF STAFF AS WELL

• RESEARCH AND CORRECT ALL ISSUES RELATED TO TRAFFIC SAFETY HISTORY, INCLUDING THE RECONSTRUCTION OF DRIVER RECORDS, REMOVING OR ADDING MULTIPLE SANCTIONS, AND DETERMINING IF INDIVIDUALS ARE ELIGIBLE FOR A LICENSING PRODUCT

• RESEARCH AND PREPARES LETTERS, MEMOS, AND OTHER DOCUMENTS WITH ACCURACY AND COMPLIANCE IN REGARD TO FEDERAL AND STATE LAW, AND PENNDOT POLICIES AND PROCEDURES

• MANAGES AND RESOLVES CONFLICTS INCLUDING CRISIS MANAGEMENT AMONG CUSTOMERS, PARTNERS AND STAFF TO PROVIDE UNDERSTANDING/AGREEMENT OF ALL PRODUCT PRIORITIES AND ASSIGNMENTS WITHIN THE PROBLEM RESEARCH AND RESOLUTION SECTION PENNSYLVANIA DEPARTMENT OF TRANSPORTATION

ACTING, DEALER AUDIT UNIT MANAGER (ADMINISTRATIVE OFFICER 2) SEPTEMBER 2018 TO AUGUST 2019

• MANAGES DEALER AUDIT UNIT FOR BUREAU OF MOTOR VEHICLES

• MANAGES 8 AUDITORS WHICH ARE ADMINISTRATIVE OFFICER 1 WHO ARE RESPONSIBLE FOR DOING DAILY AUDITS AND SITE INSPECTIONS ON DEALERSHIPS, CARD AGENTS, ON LINE MESSENGER AND AGENTS. 1 CLERICAL SUPERVISOR II THAT SUPERVISES 5 CLERICAL POSITIONS THAT ASSIST CUSTOMERS WITH TITLE WORK, BAD CHECKS, AND OTHER DAILY FUNCTIONS. Atisha Duffin – Page 2

• MANAGES OVER 8,000 STATEWIDE AGENTS, MESSENGERS, CARD AGENTS AND ON LINE MESSENGERS, WHO ARE UNDER CONTRACT WITH THE DEPARTMENT TO ENSURE COMPLIANCE WITH REGULATIONS, LAW AND CONTRACT PROVISIONS

• MANAGE DAILY OPERATIONS FOR CUSTOMERS THAT ARE VICTIMIZED FROM DEALERSHIPS GOING OUT OF BUSINESS AND NOT TURNING IN THEIR PAPERWORK SUCH AS SALES TAX, TITLES, ETC.

• SENDS SANCTION LETTERS TO ANY AGENT OR DEALERSHIP THAT IS IN VIOLATION OF THEIR CONTRACT

• HOLDS HEARINGS FOR DEALERS AND AGENTS WITH ANY VIOLATIONS

• TRAINER FOR ADVANCE AND BASIC TITLE AND REGISTRATION COURSE

• ASSIST WITH LAW ENFORCEMENT, PRIMARILY PENNSYLVANIA STATE POLICE, BASED ON CUSTOMER COMPLAINTS WHEN IT INVOLVES A DEALER/AGENT

• RESOLVE CUSTOMER COMPLAINTS WITH DEALERSHIPS AND AGENTS

• KNOWLEDGE OF PENNSYLVANIA VEHICLE CODE, DEPARTMENT REGULATIONS, POLICIES AND PROCEDURES

• REVIEWS, ANALYZES, AND DEVELOPS PROGRAM POLICIES AND OPERATING PROCEDURES. PENNSYLVANIA DEPARTMENT OF TRANSPORTATION JULY 2017 TO SEPTEMBER 2018 MVPS 2, BUREAU OF MOTOR VEHICLES, RESEARCH & SUPPORT

• SERVE AS ACTING MVPS III, SECTION MANAGER, AS NEEDED

• MANAGE AND LEAD THE ELECTRONIC LIEN AND TITLING PROGRAM FOR BUREAU OF MOTOR VEHICLES, WHICH CONSISTS OF FIVE CONTRACTED INTEGRATORS

• MANAGE AND LEAD THE PERSON WITH DISABILITY PARKING PLACARD PROGRAM AND CONTRACT FOR BUREAU OF MOTOR VEHICLES.

• MANAGE AND LEAD THE TEMPORARY PERSON WITH DISABILITY PARKING PLACARD ISSUANCE PROGRAM, WHICH CONSISTS OF 48 FACILITIES THAT ARE AUTHORIZED TO ISSUE THE PRODUCT

• MANAGE THE DAILY OPERATIONS OF TWO MOTOR VEHICLE PROCESSING UNITS WITHIN RESEARCH AND SUPPORT OPERATIONS THAT CONSIST OF TWO CLERICAL SUPERVISORS II POSITIONS AND 13 CLERICAL POSITIONS WHO ARE RESPONSIBLE FOR RESEARCHING DISCREPANCIES WITH TITLE, REGISTRATION, OR PLACARD RECORDS AND PROCESSES THE NECESSARY CARATS TRANSACTIONS TO RESOLVE SUCH DISCREPANCIES. THEY ARE ALSO RESPONSIBLE FOR BEING SUPPORT STAFF FOR THE CUSTOMER CALL CENTER, ACTS AS A POINT OF CONTACT FOR THE CALL CENTER, REVIEWING VEHICLE AND PLACARD RECORDS, REQUESTING CUSTOM CORRESPONDENCE, THE NATIONAL MOTOR VEHICLE INFORMATION TITLING SYSTEM (NMVTIS) HELP DESK AND ELECTRONIC LIEN AND TITLING (ELT) HELP DESK, SPECIAL HANDLING WORK SUCH AS MILITARY WORK AND OUT OF STATE TITLE WORK.

• PROVIDE EXCELLENT CUSTOMER SERVICE TO OUR CUSTOMERS

• KNOWLEDGE OF PENNSYLVANIA VEHICLE CODE AND DEPARTMENT REGULATIONS, POLICIES AND PROCEDURES

• ASSISTS SECTION MANAGER WITH EXECUTIVE CORRESPONDENCE REFERRED TO RSOS FROM THE OFFICE OF THE SECRETARY OF TRANSPORTATION OR THE GOVERNOR’S OFFICE. Atisha Duffin – Page 2

HILTON HOTEL JANUARY 2014 TO PRESENT

BANQUET SERVER

• PROVIDE EXCELLENT SERVICE TO OUR CUSTOMERS. SET-UP EVENTS SERVE THE CUSTOMERS AT THE EVENT, AND ALSO BREAK DOWN AND CLEAN UP THE EVENT. Pennsylvania Department of Transportation (detached duty) January 2017 to July 2017 Clerk 3, Bureau of Motor Vehicles, Fee Accounting

• RECONCILES DAILY REPORTS TO ENSURE ACCURACY, BUDGETING, AND PROCUREMENT.

• REVIEW AND ANALYZE REPORTS THAT COME INTO THE DEPARTMENT Pennsylvania Department of Transportation December 2010 to January 2017 Clerk 3, Bureau of Motor Vehicles, Vehicle Inspection Division

• PROCESS THE DAY-TO-DAY BUSINESS NEEDS OF THE SPECIAL SERVICES UNIT TO INCLUDE PROCESSING DOCUMENTATION REGARDING RECONSTRUCTED, SPECIALLY CONSTRUCTED, AND MODIFIED VEHICLES. INDEPENDENTLY PERFORM EXEMPLARITY QUALITY CONTROL ON DOCUMENTATION RECEIVED FROM EXTERNAL AREAS TO DETERMINE COMPLIANCE WITH DEPARTMENT POLICY AND REGULATION. SERVE AS A LIAISON WITH DEPARTMENT EXECUTIVE STAFF, EXTERNAL STAKEHOLDERS, AND SAFETY AND EMISSION PERSONAL UPON REQUEST. INTIMATELY FAMILIAR WITH THE REGULATIONS REGARDING THE ENHANCED VEHICLE PROCESS AND REQUIREMENTS FOR PROPER TITLING OF AFFECTED VEHICLES. Key Accomplishments:

• PARTICIPATE AS A MEMBER OF THE ORGANIZATIONAL CLIMATE SURVEY STAFF.

• MAINTAINS PRODUCTION REPORTS TO ENSURE ACCURACY, TURNAROUND TIME, AND ENSURE COMPLIANCE.

• SERVE AS A LIAISON WITH SAFETY AND EMISSION FIELD STAFF AND LAW ENFORCEMENT RELATIVE TO INSPECTION STATION AUDITS.

Pennsylvania Department of Transportation February 2002 to December 2010 Clerk 2, Bureau of Motor Vehicles, Vehicle Inspection Division

• RESPONSIBLE FOR PROCESSING CERTIFICATES OF INSPECTION FOR THE SAFETY AND EMISSION PROGRAM, TO INCLUDE ORDER FULFILLMENT AND COMPLIANCE WITH TURN-AROUND-TIME REQUIREMENTS. PERFORM CUSTOMER SERVICE WORK AND PROBLEM RESOLUTION REGARDING ORDERS. ENSURED INTEGRITY AND SECURITY OF CERTIFICATES OF INSPECTIONS ORDERS TO INCLUDE AUTHENTICATING SIGNATURES AND VERIFICATION OF FORMS AND ORDER INFORMATION. WORK INDEPENDENTLY TO PERFORMED DATA ENTRY TO TRACK CERTIFICATE ORDER HISTORY BY STATION AND TO VERIFY STOPS ON THE RECORD. RESPONSIBLE FOR ACHIEVING PRODUCTION AND ACCURACY STANDARDS AND WORKED INDEPENDENTLY ON PROBLEM RESOLUTION. Key Accomplishments:

• ENSURED ACCURACY OF ALL DATA ENTRY OF INFORMATION PERTAINING TO CERTIFICATES OF INSPECTION FOR THE SAFETY AND EMISSION PROGRAM

Atisha Duffin – Page 2

• ACHIEVED PRODUCTION AND ACCURACY STANDARDS.

City of Harrisburg, Harrisburg, PA June 2006 to December 2006 Park Ranger

• SERVED AS A PARK RANGER AND MONITORED EVERY PARK AND PLAYGROUND WITH THE CITY LIMITS OF HARRISBURG. MAINTAINED HOURLY LOGS ON ACTIVITIES AND EVENTS IN THE PARK AREAS. ENFORCED PROTOCOLS AND SECURITY MEASURES TO ENSURE NO ILLEGAL ACTIVITY WAS BEING CONDUCTED. DIRECTED TRAFFIC DURING THE SENATOR’S BASEBALL GAMES AND ASSISTED THE PUBLIC WITH DIRECTIONS WITHIN THE PARK AND THE GENERAL HARRISBURG METROPOLITAN AREA. Key Accomplishments:

• MONITORED MULTIPLE AREAS FOR ILLEGAL ACTIVITY.

• PROVIDED EXCELLENT CUSTOMER SERVICE.

• SERVED AS A LIAISON FOR THE CITY.

Capital Pavilion, Harrisburg, PA February 2001 to July 2001

• Shift Monitor (Security Staff)

HIGHLY RESPONSIBLE POSITION REQUIRING THE SUPERVISION OF OFFENDERS (PRE-RELEASE INMATES AND PAROLEES) ASSIGNED TO A COMMUNITY LIVING ENVIRONMENT (HALFWAY HOUSE). ENSURED CURFEWS WERE MET AND EACH RESIDENT WAS ACCOUNTED FOR WITHIN THE RESIDENCE AS WELL AS REPORTING PROMPTLY TO AND FROM APPOINTMENTS AND EMPLOYMENT. CURTAILED ILLEGAL AND INAPPROPRIATE ACTIVITY, MAINTAINED LOGS OF THE OFFENDER’S WHEREABOUTS AT ALL TIMES, TRACKED VISITORS IN AND OUT OF THE FACILITY, ANSWERED PHONE CALLS, PERFORMED SEARCHES OF THE OFFENDER, SECURED CONTRABAND, CONDUCTED COUNTS OF THE POPULATION, AND MAINTAINED SECURITY 24/7. Key Accomplishments:

• MAINTAINED HIGH SECURITY PRACTICES.

• INTERACTED WITH OFFENDERS.

• MAINTAINED CONTROL OF A LARGE FACILITY.

EDUCATION

HARRISBURG AREA COMMUNITY COLLEGE, MAJORED IN CRIMINAL JUSTICE HIGH SCHOOL DIPLOMA, HARRISBURG HIGH SCHOOL, JUNE 1999 PROFESSIONAL DEVELOPMENT

DIVERSITY IN THE WORKPLACE

TRANSPORTATION FUNDING

RTKL REQUESTS

APPRECIATING DIFFERENCES IN THE WORKPLACE

FEE WAIVER TRAINING

MENTOR PROGRAM

Atisha Duffin – Page 2

PLAS TRAINING

PLAM TRAINING

INAUGURAL ASIAN PACIFIC ISLANDER SYMPOSIUM

SPECIALIZED SKILLS

PROFICIENT IN MICROSOFT OFFICE SUITE – WORK, EXCEL, ACCESS CAPABLE OF OPERATING MULTIPLE PHONE LINES, FAX MACHINES, SCANNERS, COPY MACHINES EXCEPTIONALLY PROFICIENT IN ALPHA AND NUMERIC DATA ENTRY

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