Customer Service Call Center

SARA ASHLEY

971-***-**** Salem, OR, ***** **************@*****.***

S U M M A RY

Highly motivated Call Center Representative with a proven track record of success in providing exceptional customer service. Skilled at resolving customer inquiries quickly and accurately. I want the chance to do again what I love to do. Being in the DMV program is what changed my whole life and I would love the opportunity to continue to do what I feel is my passion. P R O F E S S I O N A L S K I L L S

Technical skills

Use of specialized software/hardware

Assisting customers with paying reinstatementonline Assisting customers purchasing their

records,renewing/replacing their credentials online Professional Skills

De-escalating Customers

Transferring to correct Units

Proof of Domicle

MEC cards

Reissuances of Licenses

Provided information on reinstatementprograms and Houseless programs

Assisted customer with registering their vehicles, which can include

Fee calculations

Custom Plate

Disabled plates

Informing Customers of what is needed for the vehicle titling process. This includes:

Forms/fees

Repossessions

Trusts

Lost titles/Replacement titles

Stolen Vehicles

Removing/Adding Lien holders

Removing/Adding Lessors/Lessees

Brand new vehicles with MCO's

WorkQualities

Team building and wellness- Encouraging my coworkers positively through humor and kindness

Co-Worker mentor- Worked closely with another coworker that was struggling and worked with them to refine their skills and gain confidence.

High levels of confidentiality - The public trusts DMV employees with many private and delicate information and we maintain that confidentiality.

Quality monitor myself to assure I am providing the best customer service and to give myself a chance to improve myself Center Buddy - Assigned to a new agent. The agent will listen to their center buddy as they take calls

Lead Agent- An applied for position

a go-between, between management and the agents

Prepares/Organizes binders for the next >

Online technical website assitance

Making/Confirming Appointments

Assisting customers navigatingtheir accounts online Taking on average over 110 phone calls from the public daily One call resolution- trying my best to make sure that I give customers everything they need in one call

Assist customers with Permits, IDs, Licenses, CLPs, CDLs, Purchasing/Reading Driving records, Suspensions, Clearances, Revocations, Vehicle Accidents, and Farm Endorsements. This included:

Court clearances

SR22s

Cancellations/Suspensions/Revocations

Assisted customers with filling out paper and online forms DEQ referral

Plate Choice

Veteran plates

Domicile (Proof of Residency)

Vin Inspections

Operation of Law deathSurvivorship/probate/small estate Possessory Liens

Security Interest Holders

Imports

Impounded Vehicles

Removing/Adding Registered Owners

New to Oregon vehicles

Putting vehicle into a business

Group cohesion and meetings- Actively participated in weekly teams meetings.

Multitasking- Monitoring my row of agents while taking calls from the the public.

Problem solving- Helped identify a problem and find a solution. Example: Brought to the attention of management that elderly and veteran customers were struggling with our online system and suggested alternate ways for them to navigate. Stay up to date on policies and procedures

Extra Responsibilities

Call Coach- Assigned to an agent newly released from training > Responsible for providing guidance and updates to the call center agents daily

Responsible for updating reference binders

Makes sure new agents' cubicle reference sheet are up to date SPEX/PDPS- state clearance Systems

Technical/Computer Programs

OregonLicensingIssuance andVehicleRegistration-OLIVR Stephen's Peck Book

World Data Corp's Books

Navigating State and Federal agency polices between OCE ( Oregon Correction Enterprises) DOC (Department of

Corrections) and DMV (Driver Motor Vehicle Services) Manuals/Resources

Oregon Vehicle Code Book

Working knowledge of:

W O R K E X P E R I E N C E

Call Center Agent May 2019 - Jul 2023

OCE/Driver and Motor Vehicle Services Wilsonville, OR Built a positive rapport with customers over the phone Maintained a high level of knowledge about company products, services, and policies Resolved escalated calls from internal and external customers promptly using available resources as needed Answered incoming calls and transferred them to the appropriate department for a smooth customer experience Provided excellent customer service and maintained a professional and friendly demeanor at all times Maintained positive relationships with customers with polite communication and professional behavior practices E D U C ATION & C E R T I F I C ATIONS

GED Sep 2018

Portland Community College, Wilsonville, OR

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