Experience

Maryland MVA - MDOT

• United States
• 1 - 100 Employee

• Branch Manager

  • Oct 2017 - Present

• Branch Manager

  • Oct 2017 - Present

  • Manage and direct that the compliance and customer service objectives of the Motor Vehicle Administration are met by providing premier customer service, overseeing operations, branch compliance with state vehicle laws.• Supervise and provide leadership and performance management direction to a team of 32 employees, including daily scheduling and workflow planning with a focus on monitoring customer quality assurance metrics and productivity. • Lead team responsible for ensuring and evaluating customer documentation for compliance with State laws and Real ID requirements while providing premier customer service.• Change agent for process improvement and executing strategies to maximize operational performance through weekly analysis of business intelligence reports to evaluate branch volume, branch performance, and customer service scores.• Review and analyze data trends within the operation to improve and adjust overall branch performance.• Proactively monitor the customer service efforts of agents through quality control observations to provide feedback on ways to increase efficiency while maintaining excellent customer service, resulting in a significant decrease in overall wait times.• Optimize branch productivity and ensure appropriate workflow planning to meet branch needs by developing monthly branch budget goals to forecast overtime overages and determine whether overtime is needed to maintain efficiency.



Enterprise

• United States
• Travel Arrangements
• 700 & Above Employee

• Branch Sales Manager

  • Mar 2013 - Oct 2017

  • Successfully supported the operational, revenue and customer service goals of the company by performing administrative, compliance, auditing, and employee management functions for a multi-million-dollar rental company. • Supervised and provided leadership and performance management direction to include daily scheduling and workflow planning with a focus on monitoring customer quality assurance metrics and productivity. • Direct and lead operations and protect Enterprise by ensuring team members recognize fraudulent driver’s license and credit card documentation against risk of renting to suspended or revoked drivers.• Managed and reported the financial impact of Enterprise revenue cycle (e.g., costs, negotiating rental rates, non-compliance with returns, contract terms, billing, and payments).• Investigate and respond to customer complaints regarding vehicle rentals, damage and vehicular violations received through tolls, red light, and speed cameras.• Investigate vehicle accidents and may pursue criminal charges for vehicle misuse and unreturned vehicles for non-compliance with leasing contract.• Developed procedures, processes, and templates to boost customer service, including next day, calls to check on service and vehicle, return of rental and best practices for responding or addressing customer complaints and or suggestions.• Mobilized teams to deliver measurable performance improvements: enhanced customer satisfaction drove sales revenue and decreased overspending.• Analyzed branch impacting reports, including bad debt totals, account receivables, outstanding invoices, income per care, overall rates to evaluate the business performance develop strategies to improve. • Mitigated compliance risks by auditing all customer contracts daily to ensure the accuracy of customer information, pricing, insurance carrier, and direct billing.



Pivot Physical Therapy, an Athletico Company

• Wellness and Fitness Services
• 700 & Above Employee

• Marketing Representative

  • Jul 2012 - Nov 2012

   Developed and nurtured relationships with prospective members, community leaders, community partners, and current business partners. Ensure that all communication efforts are clear, effective and precise. Worked collaboratively with Staff on the creation of various marketing tools including brochures, videos, exhibit displays, press releases and advertising and procedures.  Participated in short and long range planning based on goals and objectives.  Conducts market research to study possible new services or improvements for existing services and programs.



Baltimore County

• Government Administration
• 700 & Above Employee

• Office Clerk

  • Mar 2008 - Jul 2012

   Checked database entries and tracked information in Visual Health Network system. Monitored and processed weekly financial reports and dental payments.  Prepared payment vouchers in Advantage Financials system. Explained dentistry services and responded to customers questions or concerns. Screened all telephone calls and acknowledged visitors.  Checked database entries and tracked information in Visual Health Network system. Monitored and processed weekly financial reports and dental payments.  Prepared payment vouchers in Advantage Financials system. Explained dentistry services and responded to customers questions or concerns. Screened all telephone calls and acknowledged visitors.



Baltimore County Department of Health

• Marketing Intern

  • Jan 2012 - May 2012

   Developed and nurtured relationships with prospective members, community leaders, community partners, and current business partners. Ensure that all communication efforts are clear, effective and precise. Worked collaboratively with Staff on the creation of various marketing tools including brochures, videos, exhibit displays, press releases and advertising and procedures.  Developed and nurtured relationships with prospective members, community leaders, community partners, and current business partners. Ensure that all communication efforts are clear, effective and precise. Worked collaboratively with Staff on the creation of various marketing tools including brochures, videos, exhibit displays, press releases and advertising and procedures.