Valerie Ruck
Roanoke
Summary
Goal-oriented leader with a diverse background in retail, restaurant, and administrative roles. Thrives in challenging environments, excelling in every position by embracing new challenges and learning opportunities. Committed to fostering a positive work environment and upholding strong moral values. Known for compassionate customer service and teamwork. Seeking to leverage current assistant manager experience into a manager role to continue driving success through effective policy adherence and leadership skills.
Years of experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
12
12
years of professional experience
Work History
Assistant Manager
Department of Motor Vehicles
11.2023 - Current
- Analyzing and utilizing Perfect 10 metric data for performance improvement and increased productivity
- Creating and managing employee schedules to ensure proper staffing levels and smooth office operations.
- Supervise day-to-day operations to meet performance, quality and service expectations.
- Assist in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Complete regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Enforce company policies consistently while handling disciplinary actions when necessary.
- Designed and implements a one-on-one coaching program pairing trainees with senior Customer Service Representatives to accelerate onboarding and improve service quality
- Facilitates clear communication between employees and upper management through regular meetings and updates.
- Resolve escalated customer issues with professionalism and empathy
- Maintain oversight of cleaning staff, lawn care teams, and other contracted service providers to ensure full adherence to the terms, scope, and quality standards outlined in their contracts
- Understanding of financial management to include resource allocation,budgeting and financial reporting
- Ensures compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Conducts performance evaluations, identifying areas for development and rewarding strong performance.
- Maintains compliance with health and safety regulations, ensuring safe environment for both staff and customers.
Work Leader
Department Of Motor Vehicles
11.2020 - 11.2023
- Continues duties of generalist senior
- Training and coaching CSC staff on subject matter of transactions and how to process.
- Substitutes for management in their absence
- Acts as a liaison between management and employees
- Processes new hire paperwork and ensures the appropriate documents are completed and sent securely to human recourses
- Assists new hires while logging into systems for the first time
- Follows onboarding and training plan for new hires while coaching and monitoring their performance
- Provides guidance during complex transactions and unique scenarios
- Monitors inventory and makes orders when necessary
- Communicates with IT department and VITA when system or computer issues occur
- Completes individual employee observations quarterly
- Updates mandatory district and management charts
- Assists with Quality Review Tracking reports and yearly inventory
Generalist Senior
Department of Motor Vehicles
06.2015 - 11.2020
- Applies knowledge of policies and procedures to accurately assist customers in obtaining necessary credentials.
- Thoroughly reviews documentation presented by customers for Real ID credentials, drivers licensing, vital records and compliance related issues to analyze their needs and provide the most efficient service.
- Issues proper DMV credential in accordance with policy and procedures.
- Ability to effectively understand, explain and apply ever changing laws and statues.
- Address difficult customers and transactions by de-escalation methods and providing advice to resolve customer issues.
- Has knowledge of document verification to review and verify the validity of documents presented by customers and notifies management of irregular documents.
- Manages and accounts for revenue such as cash drawer, petty cash, decals , vital records and title documents, ensuring that they are secure at all times.
- Processes transactions in a timely manner by using time management, limiting idle time and staying focused on tasks.
- Ability to work under pressure and thrive during peak work load periods.
- Coach and mentor new employees and continue to mentor current employees
- Overseeing CVC program and successfully boosting employee moral and participation with CVC events.
- Collaborated with department managers to develop morale-boosting strategies to increase satisfaction and reduce turnover.
- Evaluated staff performance at multiple facilities and made recommendations for training improvement.
- Committed to successfully meeting operational goals and objectives with a positive attitude and professionalism.
Membership Director
American Family Fitness
12.2013 - 06.2015
- Ensure that established policies and procedures for new memberships are consistently followed.
- Meet standards of club membership goals set in place by the company.
- Have knowledge of contractual agreements and have the ability to communicate information both orally and in writing to a diverse customer population.
- Enforce club standards and club operations as supervisor on duty.
- Periodically, the company point of sale system was used to collect membership dues.
- Ensure accountability for personal checks and credit card payments with proper funds balancing at end of every shift.
Education
Esthetician License - Esthetics
Career Training Solutions
Falmouth,VA2010
High School Diploma -
Stafford Senior High School
Stafford, VA2006
Skills
- Extensive experience in receiving and transferring inventory with attention to accuracy and accountability
- Skilled in recruitment and selection
- Skilled in ordering stock and non-stock items efficiently to meet operational needs
- Proficient in Microsoft Word, Excel, and familiar with various computer systems, service operations platforms, and databases
- Able to interpret and apply Motor Vehicle Code, state and federal laws, and agency-specific rules and regulations
- Performs daily office open and close procedures, ensuring operational readiness
- Capable of accessing reports and utilizing all system tools to support business processes
- Experienced in annual inventory, asset management, and quality review tracking
- Familiar with CSC maintenance procedures and vendor contracts
- Knowledge of emergency preparedness and risk management practices
- Knowledgeable in preparing incident reports (LE019) and ensuring accurate documentation
- Strong organizational and time management skills, with the ability to prioritize tasks effectively
- Experienced in training new hires and completing onboarding assessments to ensure readiness
Accomplishments
- Customer service center employee of the year in 2024.
- In September 2022, I received an Acknowledgment of Extraordinary Contribution of my job duties as Work Leader in the Roanoke office.
Additional Information
Assisted team in implementing DMV's pilot program ARTS (Automated road testing system)
Completed the following Professional Development Courses:
- Resolving Conflict
- Career Development
- Becoming a Supervisor & Critical Responsibilities Part I & II
- Emotional Intelligence Part I & II
- Effective Communication
- Culturally Competent Customer Service
Timeline
Assistant Manager
Department of Motor Vehicles
11.2023 - Current
Work Leader
Department Of Motor Vehicles
11.2020 - 11.2023
Generalist Senior
Department of Motor Vehicles
06.2015 - 11.2020
Membership Director
American Family Fitness
12.2013 - 06.2015
Esthetician License - Esthetics
Career Training Solutions
High School Diploma -
Stafford Senior High School
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