KERESHA KINGWILLIAMS

MANAGER, NATIONAL MOTOR VEHICLE REGISTRY

D E T A I L S

ADDRESS

Clarendon

Jamaica

PHONE

+1-876-***-****

EMAIL

adx3gf@r.postjobfree.com

S K I L L S

Communication Skills

Complex Problem Solving

General Management

Innovative Problem Solving

Industry Knowledge

Business Process

Management

Business Development

Strategies

Time Management Skills

Microsoft Office

Auditing

Project Management

Coaching and Mentoring

L A N G U A G E S

English

Spanish

P R O F I L E

Dynamic Customer Service and Operations Manager with proven success in increased service delivery; quality assurance; and leadership in building high-performance teams. Highly skilled in streamlining operations and improving output through continuous process improvement and cross-functional collaboration. Adept in all aspects of project management including planning, budget management, and coordinating all working parts of a project. E M P L O Y M E N T H I S T O R Y

General Manager, National Motor Vehicle Registry Jamaica Oct 2016 — Present

• Adeptly Plan, coordinate, direct and control the activities of National Motor Vehicle Registry (NMVR) consisting of 18 employees so that the annual production of the Motor Vehicle Certificate of Titles exceeds production target by 23%.

• Successfully collaborated with Enterprise Risk Management to develop the inaugural risk register for the NMVR and with Organizational Development to develop the inaugural Standard Operating Procedures for the National Motor Vehicle Registry

• Accurately prepares Work Plan and Yearly Budget for the National Motor Vehicle Registry to accomplish successful operations

• Effectively contributed to increased quality of service delivery through participating in the ISO Certification for various tax offices; conceptualized and championed the dynamics of Motor Vehicle Processes Training for officers island-wide and making representation at different stakeholders . Manager Quality, Customer Care Centre, Tax

Administration Jamaica

Feb 2021 — Mar 2021

• Managed 20 customer care agents and actively reviewed agent's call quality

• Completed weekly and monthly performance evaluations

• Increased customer satisfaction by 10% through ensuring that customer care agents adhere to all quality standards and customer requirements Tax Auditor, Tax Administration Jamaica Jamaica

Jul 2014 — Oct 2016

• Accurately administered tax laws ; conducted audit of taxpayer's accounts and prepared audit assessments

• Communicated and resolved technical and controversial tax matters with professional judgment

• Made on-site visits to inspect business operations, activities and validity of business tax records, examining and assessing locally-situated personal property.

Senior Motor Vehicle Officer, Tax Administration

Jan 2009 — Jan 2013

• Effectively supervised the processing of motor vehicle, drivers licence transactions and other related customer transactions achieving reduced service errors and increased processing time.

• Competently handled general customer service queries and minimized customer complaints.

• Supervised employees at the Motor Vehicle unit including onboarding, scheduling, performance management and mentorship . Collector (Acting) Taxpayer Service, Tax

Administration

Jamaica

Oct 2012 — Jun 2013

• Managed the employees at the Taxpayer Service Unit including scheduling, onboarding, coaching, performance management and other human resource matters.

• Approved customer service transactions and resolve customers' complaints whilst escalating major issues.

• Displayed consistent, positive attitude towards external and internal customers alike even during high-stress situations. E D U C A T I O N

Master of Public Administration, UNICAF University 2020 — 2022

Bachelor of Science in Management Studies,

University of the West Indies

2006 — 2010

Advanced Diploma in Tax Audit and Revenue

Administration, Management Institute of National

Development

Jamaica

2013 — 2014

C O U R S E S

Principles and Practices of Project Management

Mona School of Business and Management 2021

Middle Managers Development Programme

Make Your Mark Consultant 2021

Human Resource Management for the Public Sector

Management Institute of National Development

Leadership Development

Tax Administration Jamaica 2010

Managing for Success and Emotional Intelligence

Tax Administration Jamaica 2019

Customer Service Certified: Through the Customer's Eyes Jamaica Customer Service Association endorsed by International Customer Service Association 2018

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