Customer Service Drivers License

Sharon Hamilton

**** ***** **. *****

916-***-**** Cell

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

Objective

I operate with first-class customer service in a team environment with strong interpersonal and leadership skills. I operate with the bias for action and achieve peak performance. I am confident that you will find that I maintain the core values of honesty, integrity, respect, and consideration for each employee and customer. I am committed to the accuracy and quality of all my services. I believe in leading by example

Knowledge: I have 4 years of experience with Commercial Drivers licensing policies and procedures, along with other license-related programs. I work in the Commercial Drivers license for 4 years, working independently analyzing, researching policies, and regulations. I evaluated new and existing programs for appropriate action. I acted as a project lead AB60 within my unit. I've representative the department with other government agencies and public organizations.

I have knowledge of the principles, practices, and trends of public and business administration, management, and supportive staff services such as budgeting, personnel, and management analysis; and governmental functions and organization. Principles and practices of employee supervision, techniques of employee recruitment, development, and training. Demonstrate ability to act independently. Open-mindedness, flexibility, and tact.

Ability: I have over ten years with the Department of Motor Vehicles doing in-depth research. I have worked in the Commercial Drivers Licencing unit for 4 years and Business Partners Unit for four years using my analytical and writing skills sending customers letters in regards to the department's policies and procedures. I have over ten years of experience using the departments' computer systems, Microsoft Office, and Enterprise Application Services Environment (EASE). I have extensive knowledge and experience related to the Commercial Drivers License. I can reason logically and creatively. I can utilize a variety of analytical techniques to resolve complex governmental and managerial problems; develop and evaluate alternatives; analyze data and present ideas and information effectively. I can consult with and advise administrators or other interested parties on a wide variety of subject-matter areas, and gain and maintain the confidence and cooperation of those contacted during the course of work. I have the ability to get work done willingly through others.

I possess integrity, honesty, tolerance and tact, maturity and reliability; awareness and acceptance of the various racial, ethnic and cultural differences; a neat personal appearance; a willingness to travel and to perform work requiring irregular hours.

Retired

• 10/23/2022

Employment

• 07-01-2017 to 10-23-2022/ DMV, Business Partners Operations Control Cashier

Under the general direction of Manager I, I am responsible for the quality audit of vehicle registration transactions processed by the participants in the Business Partner Operations Program. I also identify and documents errors, prepares documents for imaging, issues inventory, creates employee files, resolves automation problems, processes deposits, and order/track accountable item inventory. I act as a liaison between the department and the Business Partners by processing correspondence letters, placing Vehicle/License Titling stops on records.

• 08-30-2013 to 07-01-2017 /DMV, Issuance unit

Department of Motor Vehicles, responsible for the review of documentation to determine if an original commercial/noncommercial driver license should be issued to the applicant. Understand and have knowledge of the provisions of driver license procedure/policies and of those sections of the California vehicle code which apply to the licensing of drivers and sanctioning of the driving privilege. Respond to telephone calls from field offices, public, law enforcement, out-of-state DMV's employers, and other DMV units regarding CDL/PDPS and special certificates questions and problems. Interpret and apply laws, regulations, and policies of the problem driver pointer system (PDPS) program. Review Commercial driver license applications, which include inquiries to the national driver register (NDR), and the commercial driver license information system (CDLS). Correspond with drivers regarding out-of-state suspensions and CDL problems and information for CDL and/or NDR. Correct CDL and NDR information and the department's database when necessary. Review special certificates (school bus, youth bus, SPAB, farm labor, VIT, ambulance GPPV, ham, and tow truck operators) for completeness and accuracy. Review medicals, legal, and driving history for eligibility. Refer to driver safety when necessary. Other duties as require

• 10-31-2012 to 08-30-2013 / DMV, Mandatory Action Unit

Department of Motor Vehicles, under the direction of manager 1, I have an understanding and can apply driver’s license procedures/policies and those sections and provisions of the California vehicle code, the health and safety code, and the penal code which applies to the licensing of drivers and sanctioning of the driving privilege. Furnish the public with and be able to explain the use of forms, documents, and applications relating to the issuance of driver's licenses and the sanction of the driving privilege. Answer questions and give instructions on the telephone and by correspondence to the public or other agencies relative to the requirements and routine processing of the driver's license applications, reinstatements, and mandatory sanctions. Interpret and explain provisions of laws via telephone and correspondence. Analyze and resolve difficult driver's license problems involving the correction of the driving record. Resolve complaints received by telephone, letter, fax, and memo and prepare the proper response. Work with minimal supervision, analyze, reach sound conclusions, and make independent decisions with regards to problem situations .review and analyze various documentation received from courts, corrections facilities, drinking driving programs, ignition interlock device providers, and other agencies as they apply to a driver record.

• 06-27-2011 to 10-30-2012 /DMV, Document Imaging Unit

Department of Motor Vehicles under the direction of the supervisor, I am responsible for the process of electronic storage of documents. Task includes preparing documents for scanning, key data entry to update the location of information, correcting the information on the department’s database, updating workload tracking information.

• 02-01-2011 to 07-26-2011 /DMV, Davis Field Office

Department of Motor Vehicles provides service to the public, in the issuance of driver’s licenses and identification cards. Interpret the terms of the vehicle codes, regulations, and policies. Customer service handling difficult customers with 100% satisfaction. Processing special and specific needs of customers, such as (EMT) emergency medical technician, dealer’s license, commercial license, customers with an (IID) order, ignition interlock device. Suspensions, fees, fines, and returned checks. Legal presence issues, giving and correction of the test, update customer’s files. Photo taking, appointment making, cash handling, and ATM machine use, the issuance of a motorcycle license. Knowledge of DMVA and ease program.

• 06-07-2009 to 02-07-2010 / DMV, El Cerrito Field Office

Department of Motor Vehicles, under direction, provide service to the public in the issuance of drivers licenses, vehicle registrations, and occupational licenses; interprets the provision of the vehicle codes and the regulations, policies, and procedures of the department of motor vehicles (DMV) pertaining to the licensing of drivers, registering of vehicles and vessels, licensing of vehicle dealers, manufacturers, and dismantlers, post-licensing services; issue driver licenses and vehicle and vessel registration, using manual and automated systems.

• 01-1990 to 06-01-2010 / Retail Sales manager

Store Manager, able to make responsible administrative decisions. Develop and maintain a positive public perception of the company and its products. Develop, promote, evaluate, analyze and monitor the sale to maximize profitably. Monitor employees to ensure they are properly trained, to maintain and secure a growing customer base. Monitor and review sales activities and develop plans to correct problems and marketing strategies to increase sales. Make recommendations based on marketing analyses to add new products or discontinue old ones. Prepare and maintain appropriate reports. Perform onsite audits of sales and transactions, may investigate customer complaints, and implement actions. Hire new employees, complete new higher packets, process (DOJ) Department of Justice background checks, make and post weekly work schedules for a month at a time train all new employees on product knowledge, how to get product knowledge, and how to give the knowledge to the customers. This not only empowered the employee but also the customer. Using charts and graphs to track training, sales, customer count, and product rotation and cleaning schedules. Perform secret shops and store surveillance. Complete yearly employee evaluations giving positive feedback to promote growth and upward mobility.

Education

Masters Business Administration

Heald Business College Oakland

2001 Certified Administrator State of California

2004 Nutrition Certificate Herbalist

American botanical council Ca

References

Shon Tia Colburt Manager I (BPO) Business Partners Operation 916-***-**** *******.*******@***.**.***

Courty Earls Supervisor and trainer Commercial Unit, but is now a Manager IV

916-***-**** ********.******@***.**.***

George McGinnis was my Manager 2 (BPO)

916-***-**** Cell 916-***-**** ******.********@***.**.***

Trina Hayes 530-***-****

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

Linda Thomas 916-***-****

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

Silvia Cooke 916-***-****

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

Special Projects

• AB60 2015

• Breast Cancer Awareness Special Plates 1. Describe how you would handle a field office question regarding vehicle registration or driver license procedure with which you are unfamiliar. What steps would you take to find the answer and how would you respond?

• (BPO) Unit Auditing technicians work from one of our Business Partners for possible fraud that led to an investigation.

Awards and Certificates

• 2015 Thank you for providing outstanding customer service, from Jean Shiomo, the Director of the Department of Motor Vehicles. I have received this award twice from the Director.

• 2016 October. The Fred Award. Friendly, Resourceful, Enthusiastic, and Dependable

• Great outstanding customer service letters from customers.

• Over 200 customer service awards from 1999 to the present, from various retail Management positions.

Contact this candidate