Operations Supervisor - CDL/Bus Unit, MVC NJ

Supervisor * CDL/BUS Unit, NJ Motor Vehicle Commission April 2023 – Present

Trenton, NJ

Supervise the CDL/Bus unit staff and Supervisor 1 positions to ensure established procedures and business operations run efficiently and quality customer service standards are met.

Ensure an adequate number of personnel will be available to maintain phone coverage.

Responsible for training, cross-training and the establishment of work performance standards for staff assigned to the CDL/Bus unit.

Identify "single points of failure" tasks

Responsible for keeping management aware of all problems, including backlogs, which may impact CDL/Bus business operations and objectives as well as the MVC's business operations.

Assist employees with difficult\complex calls and irate customers and handle governor/chief administrator and director referrals.

Respond to inquiries via telephone or written correspondence within two business days and provide resolutions to issues raised and/or information requested.

Responsible for updating staff on regulatory and/or statutory changes to existing procedures.

Ensure CDL/Bus unit procedures binder is updated and develop and draft new procedures when applicable.

As a team leader, provides excellent leadership and demonstrates professional behavior; handles problems effectively and efficiently.

Review reports and make effective recommendations when necessary to ensure a smooth and efficient business operation and assist with implementing changes as needed.

Supervisor 1 Bus Unit, NJ Motor Vehicle Commission November 2015 – April 2023

Trenton, NJ

Prepare and approve staffs ePARS.

Assists the CDL Unit with Haz Mat prints and upgrading drivers.

Maintains daily correspondence with the Bus and CDL unit through email.

Hire and train new employees in Compliance and Safety.

Maintain timekeeping and personnel records through E’Cats

Resolve issues for internal and external customers.

Passes on information from upper management to employees and vice versa

Oversees the staff to ensure compliance with the MVC policies and procedures along with New Jersey laws and Title 39.

Answers customers inquires and complaints either by mail, Amazon Connect or email.

Utilizing the Comprehensive System to suspend /restore the Passenger or School Bus Endorsement.

Maintain a professional working environment and ensure customer service is priority.

Conduct meetings with staff either in person or through TEAMS

Responsible for writing and updating the Bus Application procedure book.

Creates schedules using Excel to ensure optimum staffing

Assists in trouble shooting and/or fixing office machinery such as copiers, fax machines, phones, and computers.

Complete daily and monthly reports – SBI Reports, 628 Reports, Activity Report, Bus Monthly Report

Reviews and updates the CDL Holder Self-Certification and Medical Examiner’s Certificate using CDLIS

Reviews and processes Special License for Hire Fingerprints along with Private School Fingerprints

Helps in assisting the agencies with the processing of the CDL license in the form of reviewing test scores and making sure the proper documents are on file.

Administrating disciplinary action in the verbal and written form.

Maintain a professional relationship with external partners such as Federal Motor Carriers Safety Administration (FMCSA), Department of Education (DOE), Department of Transportation (DOT), Transportation Security Administration (TSA).

Senior Technician, NJ Motor Vehicle Commission June 2013 – November 2015

Salem, NJ

Train and update staff on new state laws, policies and procedures

Open/Close agency, reconcile money daily, create and maintain money and inventory logs

Manage customer inquiries and complaints in a professional manner

Examine documents presented for authenticity and accuracy

Process various types of customer transactions including but not limited to: Driver Licenses, Permits, Identification Only, Vehicle Titles and Registrations including Salvage Titles, administers various driver knowledge tests

Complete daily and monthly reports accurately and efficiently

Reviews processed work to locate and correct any errors to ensure the proper processing of documents

Utilize the SAVE system to verify various INS documentation presented

Technician, NJ Motor Vehicle Commission March 2004 – June 2013

Turnersville, NJ

Process customer transactions which include but are not limited to driver licenses, permits, title and registration transactions

Review all documents presented for authenticity and accuracy and assist customers to ensure work is processed correctly

Inform customers of all requirements to process their transaction while maintaining a high level of customer service

Maintain files and records through sorting, indexing, inserting, searching and extracting documents

Customer Service Representative (Part-time), NJ Motor Vehicle Commission Dec. 2003 – Mar. 2004

Williamstown, NJ

SEE ABOVE in Technician, NJ Motor Vehicle Commission

Education:

High School Diploma -1999

(Williamstown High School)

Bachelor of Science in Business Administration (BSBA) in Organizational Leadership - 2018

(Thomas Edison State University)

Special Projects/Skills

Completed training in Customer Service, Document Fraud, Identity Theft, Title Fraud, Ethics

Microsoft Office, Word, Power Point, Excel, POS, SAVE, ECats, Honeywell system, Comprehensive System, DARTSS,

CDLIS Certified

ePAR, SUPS, Avaya Phone, Amazon Connect, TEAMS, Internet, Intranet

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