Brigthe Thomas-Mentzer

***** ***** ****** ******, ******** 21673 410-***-**** adhtmb@r.postjobfree.com

PROFESSIONAL PROFILE

Over 29 years of experience in managing a branch office, including supervision of customer service agents, driver licensing agents and maintenance personnel. Proven ability to interpret rules and regulations of the Maryland laws; provide direction and guidance to entire staff; delegate authority and responsibility; initiate personnel actions; develop in-house recommendations and monitor and control daily activity of each employee to ensure compliance. Exceptional relationship building skills, able to lead, motivate, and develop productive efficient support teams.

PRACTICAL EXPERIENCE

Motor Vehicle Administration, Easton, MD 1990-Present

Assistant Branch Manager II (November 2004 to Present)

Assist in the management of full-service branch office of the Motor Vehicle Administration to provide varied motor vehicle services, which may include insurance enforcement, dealer centralization and title and licensing service to the public.

Handles unusual vehicle titling transactions in accordance with laws, policies, and procedures.

Process customer complaints and initiates corrective actions designed to improve customer relations and services.

Conducts in-service training to staff to improve customer relations and services.

Maintains internal control procedures to reduce office errors and customers complaints.

Examines reports of voided transactions, suspension overrides and other issues.

Handles inquiries from officials, clients, outside agencies and the general public on technical questions related to the motor vehicle laws.

Handles questions regarding validity of documents in compliance with various Motor Vehicle Laws and requirements and provides explanations to the public for the denial of their licensing, titling, registrations, and other privileges due to various causes.

Conducts staff meetings to discuss changes in policy, programs, and /or procedures.

Evaluates office productions and makes recommendations to management.

Adjusts staff assignments to meet workload changes.

Verifies and approves the reconciliation and disposition of daily cash receipts to assure accurate records.

Reviews the work of subordinate employees to ensure accuracy and compliance with motor vehicular laws and procedures.

Prepares performance evaluations on subordinate personnel.

In-charge of operations for Saturday services.

Resolve complaints and problems through research of case files and the application of independent judgment and discretionary action.

Involved in personnel actions for selections, promotions, transfers and reclassifications; also actions relative to discipline practices including counseling, reprimanding, suspending and filing charges for removal of employees.

Responsible for overall operation of the office in the manager’s absence.

MVA Customer Service Agent IV (October 1995-October 2004)

Supervises lower level title processing personnel in the performance of their duties.

Make decisions in complex title processing cases.

Initiates and controls office procedures regarding title processing.

Make recommendations to higher-level personnel concerning title-processing matters.

Deals directly with the general public in difficult or special cases involving complex interpretation of titling or registration provisions of State law.

Advise customers verbally or in writing, of information or procedures required before title, tag, or registration applications can be processed.

Work directly with customers as required aiding and resolving problems.

Conducts any phase of processing title/tag registration, examining title and tag applications in order to expedite the customer service process within assigned sections.

Operates a camera, video display terminal, printer, typewriter, data entry equipment and, automated processing equipment.

Test applicants for vision qualification and knowledge of driving laws.

MVA Customer Service Representative II (October 1993-October 1995)

Process title registration and tag transactions received in the mail, from motor vehicle dealers, from title service representatives, and at public counters.

Examines title and tag applications, registration transactions, bills of sale, liens, and other documents representing ownership for completeness and accuracy.

Calculates excise tax and other cost figures from the reported sales prices of vehicles or from average retail sales values, stated in the National Automobile Dealers Association handbook.

MVA Customer Service Representative I (July 1990-October 1993)

Distribute mail and correspondences to proper destinations.

Performed daily answering and direct incoming telephone calls, filing, and customer service.

Performed data entry of vehicle emission testing and rescheduling.

Issued tag and stickers for heavy-duty vehicle for international registration plan.

TRAINING

Information Technology, Strayer University

Medical Secretary, Woodridge Business Institute

Typing Proficiency, Anne Arundel Community College

MVA Transactional Spanish Language Training, Anne Arundel Community College

Professional Telephone Skills Training Program, Kirk Ralls

Windows NT, GroupWise and Microsoft Office Training, SSSI Corporation

Instructor/Mentor Training, MVA Training Center

Management Certification Program, Maryland Motor Vehicle Administration

Business and Industry Training, Anne Arundel Community College

AAMVA Fraudulent Document Recognition Training Level I & II

MVA WINGS Affiliate Mentor, Organizational Development

MVA JUNTOS Credentialed Coach, Organizational Development

Strayer University

REFERENCES

Available Upon Request

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