Miguel Angel Perez
Elk Grove,CA
Summary
Skilled call center professional with proven track record of driving team performance and delivering results. Excels in fostering strong team collaboration, adapting to changing needs, and ensuring customer satisfaction. Adept at managing high-volume environments, resolving complex issues, and implementing effective strategies. Known for reliability, leadership, and focus on achieving targets.
Overview
14
14
years of professional experience
Work History
Manager I
Department of Motor Vehicles
08.2021 - Current
- Under the general direction of the Administrative Manager in a Grade V Call Center office, plans, assigns, directs, and reviews the work of DMV employees performing vehicle registration, driver licensing, and related work
- Makes decisions on office problems ranging in difficulty level from average to the more complex issues requiring interpretation of the law and departmental policy
- Ensures staff follow office procedures, expectations, and processing laws
- Plans and schedules the work of employees
- Gather and analyze data
- Speak effectively
- Prepare clear and concise reports
- Establish and maintain friendly and effective working relationships with applicants, licensees, and others contacted in the work
- Read and write at a level appropriate to the classification
- Plan, organize, and direct the work of others
- Effectively contribute to the Department's Equal Employment Opportunity Program objectives
- Managed and processed human resource paperwork and personnel paperwork not limited to but including aid and file employee FMLA, Workers Compensation, Leave of Absence, Work Restrictions and Employee Reasonable Accommodation request
- Process weekly and monthly timecards
- Providing accuracy, accountability and on time payroll
- Train other Manager I's and SMVT'S (Senior Motor Vehicle Technicians) as a subject matter expert in the fields of Driver License, Vehicle Registration, Amazon Connect phone systems, Verizon Phone Systems, WFM (Workforce Management) for schedule shifts and shift management
- QM (Quality Management) for quality of calls and call length, and personnel send payroll processing
- Monitor and communicate with different levels of staff through Microsoft suites, Outlook, Teams, Excel spreadsheets and PowerPoint presentations
- IT support troubleshooting and repairing office equipment
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cross-trained existing employees to maximize team agility and performance.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
Senior Motor Vehicle Technician
Department of Motor Vehicles
02.2011 - 07.2021
- Provide excellent verbal and written communication skills and the ability to evaluate situations accurately and make effective, timely decisions that prevent the escalation of customer issues
- Interpret, analyze, and applies complex provisions of the California Vehicle Code, Driver License and other laws, administrative regulations, policies, and technical procedures to make determinations and resolve issues; corresponds with multiple stakeholders regarding escalated customer complaints and critical corrections with professionalism and tact; and identifies and suggests process improvements within a call center environment
- Supervise Motor Vehicle Technicians and responsible for new hire training, personnel paperwork, Ergo cubicles and scheduling of shifts, training courses and travel arrangements when necessary
- Train SMVT'S (Senior Motor Vehicle Technicians) as a subject matter expert in the fields of Driver License, Vehicle Registration, Amazon Connect phone systems, Verizon Phone Systems, WFM (Workforce Management) for schedule shifts and shift management
- QM (Quality Management) for quality of calls and call length
- Served and aid in Human Resource paperwork and personnel paperwork, payroll processing
- Monitor and communicate with different levels of staff through Microsoft suites, Outlook, Teams, Excel spreadsheets and PowerPoint presentations
- IT support troubleshooting and repairing office equipment
Education
No Degree - Criminology
Consumnes River College
Elk Grove, CAGED -
Fresno Adult School
Fresno05-2003
Skills
- Customer service
- Team leadership
- Time management
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Project management
- Customer relationship management (CRM)
- Salesforce management
- Coaching and mentoring
- Policy and procedure development
- Computer skills
- Employee coaching and mentoring
- MS office
Languages
Spanish
Native or Bilingual
Timeline
Manager I
Department of Motor Vehicles
08.2021 - Current
Senior Motor Vehicle Technician
Department of Motor Vehicles
02.2011 - 07.2021
No Degree - Criminology
Consumnes River College
GED -
Fresno Adult School
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