Jeremy L. Spencer
Mechanicsville
Overview
26
26
years of professional experience
Work History
Director, CSMA Contact Center
Commonwealth of Virginia - Dept of Motor Vehicles
11.2023 - Current
- Directs a remote staff in multiple locations across the state of Virginia.
- Directs and monitors the budget for proper allocation and utilization of resources
- Ensures compliance with state and federal statutes, DMV Policy and Procedures.
- Sets goals, develops performance measures and tools to track progress
- Directs technical staff responsible for call routing, reporting and programming of the telecommunications suite that includes research and implementation of new technologies that maximizes service delivery
- Directs staff regarding Human Resource Management and compliance with federal and state laws
Director, Workforce Efficiency Group (WEG)
Commonwealth of Virginia - Dept of Motor Vehicles
02.2023 - 11.2023
- Directed, organized and planned complex agency projects for multiple DMV Divisions
- Directed the Departments of Document Imaging, OnBase Quality Control, Application Development and OnBase system support and administration
- DMV System Owner of the OnBase System including contract administration, compliance and service delivery
- Developed and managed budgets for projects and vendor expenses
- Human Resource Management
Info Technology Manager I
Commonwealth of Virginia - Dept of Motor Vehicles
03.2020 - 02.2023
- Manage the daily operations of the DMV IT Help Desk, VTS (Voice Tech Services) and Incident Management
- Provide project management and detailed analysis to improve internal and external services
- Direct support to the DMV IT Chief Architect for development and implementation of short and long term strategic projects
- Manage Quality Control and Change Management process and procedures with 3rd party vendors
- Manage Support Contracts for Services, Hardware, Software and Staffing
Info Technology Specialist III
Commonwealth of Virginia - Dept of Motor Vehicles
07.2014 - 03.2020
- Serve as System Administrator for DMV Operations technical environment and systems
- Provide project management and detailed analysis for cross-functional teams
- Lead for development and implementation of short and long term strategic projects
- Experience in Quality Control and Change Management processes and procedures
- Experience in Kanban principles and implementation for project delivery
Workforce Mgr (2007-2014) / Office Mgr (2005-2007)
Commonwealth of Virginia - Dept of Motor Vehicles
05.2005 - 07.2014
- Implemented a workforce plan for scheduling, forecasting and training that reduced customer wait times
- Created and assisted in implementing Key Performance Indicators (KPI) standards used for yearly evaluations
- System Manager for the DMV Direct Interactive Voice Response System
- Managed Hourly and Exempt employees for Workforce Admin teams
- HR responsibilities included Employee Evaluations, FMLA, corrective actions, hiring and terminations
Training and Quality Manager
StarTek
06.2004 - 05.2005
- Developed training and quality standards for third party companies
- Provided sales presentations to prospective clients for training and quality
- Successfully implemented best practices that reduced training times that improved customer service wait times
- Successfully managed to an operating budget while meeting all sales, training and hiring goals
- Managed a team of 6-8 Hourly and Exempt Employees in the Training and Quality Department
Customer Service Supervisor / Lead Training Specialist
HSN
07.1998 - 06.2004
- Supervised 25 – 40 sales and service agents
- HR responsibilities included Employee Evaluations, FMLA, corrective actions, hiring and terminations
- Created service manuals for technical and soft skills training for internal and external clients for HSN.com
- Created and implemented training for HSN Vendor - NBA Internet Store
Education
HS Diploma -
Battle Creek Central High School
Battle Creek, MIB.S. - Psychology
Liberty University
Lynchburg, Virginia09.1999
Systems Knowledge
- Avaya Systems (PBX, WFO, ACR, CMS and Aura Communication Manager)
- Verint Systems / GMT Workforce Management
- InContact Virtual Contact Center
- Verizon VCC Studio
- Verizon VCE (Communication Express for softphones and VoIP)
- NetQoS
- Splunk
- MFT – Managed File Transfer
- VITA Keystone Edge – Service Now
- Manage Engine SDP (Service Desk Plus)
- Etalk Quality Monitoring / Recording
- Microsoft Office (Excel, Word, PowerPoint, Outlook)
- ADP Payroll Systems
- DMV System Applications
Timeline
Director, CSMA Contact Center
Commonwealth of Virginia - Dept of Motor Vehicles
11.2023 - Current
Director, Workforce Efficiency Group (WEG)
Commonwealth of Virginia - Dept of Motor Vehicles
02.2023 - 11.2023
Info Technology Manager I
Commonwealth of Virginia - Dept of Motor Vehicles
03.2020 - 02.2023
Info Technology Specialist III
Commonwealth of Virginia - Dept of Motor Vehicles
07.2014 - 03.2020
Workforce Mgr (2007-2014) / Office Mgr (2005-2007)
Commonwealth of Virginia - Dept of Motor Vehicles
05.2005 - 07.2014
Training and Quality Manager
StarTek
06.2004 - 05.2005
Customer Service Supervisor / Lead Training Specialist
HSN
07.1998 - 06.2004
HS Diploma -
Battle Creek Central High School
B.S. - Psychology
Liberty University
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