Sonya Dixon
Woodbridge
Summary
Experienced Assistant Manager at the Virginia Department of Motor Vehicles with expertise in operations management and employee motivation. Skilled in enhancing customer service delivery, improving staff performance, and increasing service efficiency. Proficient in financial management and staff development, fostering a high-performance culture within the organization.
Overview
24
24
years of professional experience
Work History
Assistant Manager
Virginia Department of Motor Vehicles
04.2015 - Current
- Provide managerial support to the Customer Service Center (CSC) staff and administrative support to the CSC Manager by complying with all state, federal, and Motor Vehicles Code of Virginia, rules, policies, and procedures, and ensuring the effective delivery of customer service operations in a timely manner
- Supervise CSC Staff and coordinate DMV programs and services including HR functions, facility and equipment management, services and financial operations, and the safety and security of DMV employees, assets, and information
- Assumes the duties and responsibilities of the CSC Manager in their absence
- Hire, Train, Mentor, and Guide CSC Staff members to serve customers in a timely manner
- Manage Cash, non-cash assets, inventory control of secured documents and credentials and reconcile daily deposits including cash, checks and charge deposits
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
Assistant Manager
Dept of Motor Vehicles
06.2012 - 04.2015
- Trained new employees in product knowledge, customer service protocols, cash handling procedures, and safety regulations
- Resolved customer complaints quickly and effectively while maintaining a high level of professionalism
- Helped oversee the daily operations of the store, managing staff and inventory
- Managed daily operations of the store, including scheduling staff, assigning tasks, and overseeing inventory control processes
- Coached and mentored new employees on company policies and procedures
- Conducted regular performance evaluations with staff members to ensure goals were being met efficiently
Customer Service Work Leader
Dept of Motor Vehicles
06.2005 - 06.2012
- Created detailed process documentation outlining operational procedures which enabled smoother transitions when onboarding new staff members
- Maintained open communication channels between staff members through email updates or one-on-one conversations
- Monitored employee compliance with company policies concerning safety regulations as well as dress code requirements
- Conducted regular performance reviews with direct reports to ensure alignment with organizational goals
- Coached, trained, and mentored subordinates on work processes and procedures for optimal performance outcomes
Customer Service Representative
Dept of Motor Vehicles
02.2001 - 06.2005
- Handled customer complaints and inquiries in a courteous and efficient manner
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Developed strong customer relationships and loyalty through effective communication
- Addressed customers courteously using suitable methods and problem-solving skills
- Assisted with training and mentoring new team members
- Adhered to company policies and procedures while providing superior service
Education
Bachelor's Degree - Business Administration
Strayer University
District Of Columbia05.2022
Skills
- Decision Making
- Employee Motivation
- Performance Assessment
- Customer Service Management
- Multitasking and Prioritization
- Payroll Administration and Timekeeping
- Employee Scheduling
- Operations Management
- Employee Performance Evaluations
- Financial Management
- Staff Training and Development
- Customer service
- Team leadership
Timeline
Assistant Manager
Virginia Department of Motor Vehicles
04.2015 - Current
Assistant Manager
Dept of Motor Vehicles
06.2012 - 04.2015
Customer Service Work Leader
Dept of Motor Vehicles
06.2005 - 06.2012
Customer Service Representative
Dept of Motor Vehicles
02.2001 - 06.2005
Bachelor's Degree - Business Administration
Strayer University
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