ALICE TAUSAGA
Portland
Summary
Training-focused professional with 5+ years of experience in high-volume, compliance-driven DMV operations as a Transportation Services Representative. Proven ability to train, coach, and mentor staff while delivering clear, accurate instruction on complex policies and procedures. Recognized for maintaining training accuracy, supporting adult learners in fast-paced, confidential environments, and consistently ensuring policy compliance.
Proactively identifies process gaps, analyzes root causes, and implements effective solutions that improve workflow, performance, and service delivery. Strong communicator with a foundation in customer service and conflict resolution, committed to maintaining high standards and fostering a collaborative team environment. Demonstrates readiness to transition into a Training Specialist role by consistently performing key training and leadership functions.
Overview
12
12
years of professional experience
Work History
Transportation Service Representative 1
Oregon Department Of Transportation
Portland
04.2021 - Current
- Delivered expert-level customer service and conflict resolution by actively listening to and investigating customer complaints to identify root causes; developed and implemented optimal resolution strategies to alleviate dissatisfaction and guarantee follow-up satisfaction.
- Utilized comprehensive knowledge of DMV programs, policies, and regulations to communicate complex policies clearly and verify required documents for licenses and permits, ensuring compliance and operational integrity.
- Assisted customers in titling and registering vehicles and obtaining over-the-road permits.
- Led informal counter flow team by training and mentoring newly hired employees on complex agency policies, transaction procedures, and customer service standards, ensuring consistent performance across the team and high audit accuracy.
- Deliver on-the-job technical instruction by breaking down complex regulatory requirements into clear, actionable guidance for adult learners.
- Serve as a go-to resource for policy clarification, maintaining up-to-date knowledge, and ensuring accuracy in training and daily operations.
- Proactively identify workflow inefficiencies, analyze root causes, and contribute to process improvements that enhance service delivery and reduce errors.
- Successfully manage high-volume workloads with competing priorities, consistently maintaining accuracy and efficiency.
- Support a positive team culture by coaching staff through difficult scenarios, improving confidence, compliance, and customer outcomes.
- Facilitated team meetings to relay updates on agency policies and project developments from change agent sessions, fostering team alignment and knowledge sharing.
Wire Specialist
Umpqua Bank
Portland
12.2020 - 04.2021
- Processed wire transfer requests accurately and efficiently.
- Processed time-sensitive, high-risk transactions with strict adherence to compliance and zero-error expectations.
- Interpreted and executed complex procedural instructions, reinforcing strong attention to detail and accountability.
- Addressed customer needs through effective service and timely problem-solving to enhance satisfaction.
- Prepared reports on operational performance metrics and audits to identify improvement areas.
- Supported implementation of process updates and operational changes, ensuring team alignment and accuracy.Delivered prompt service to prioritize customer needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Demonstrated effective problem-solving and communication skills when dealing with challenging customers.
- Communicated with clients to resolve transaction inquiries and issues.
- Collaborated with team members to streamline workflow and enhance service delivery.
Flex Associate
Amazon Prime
Portland
03.2020 - 11.2020
- Identified operational issues and implemented solutions that enhanced team productivity and performance, elevated branch production rates, and ensured operational stability by resolving staff conflicts and delivering coaching on company protocols.
- Improved branch production rates by managing staff conflicts, conducting evaluations, overseeing hiring/termination processes, coaching employees on company protocol, and managing payroll operations.
- Assisted in coaching team members and maintaining workflow efficiency in a fast-paced, high-demand environment.
- Identified, uncovered, and resolved strategic and tactical issues impacting sales management and business operations, demonstrating a capacity for analytical problem-solving and effective change recommendation.
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
- Contributed to positive team culture by engaging employees in business processes through motivational techniques and supporting HR functions like performance evaluations.
- Prepared and submitted loan applications for review by underwriter to ensure compliance with lending standards.
- Assessed expansion plans and presented costs to forecast trends and recommend changes.
Customer Services Representative
Summer Housing & Conference, State University
Portland
05.2019 - 09.2020
- Exceeded productivity targets by delivering exceptional service in each interaction, contributing to operational excellence and overall departmental customer service goals.
- Maintained accurate documentation and supported high-volume operations while consulting with customers on daily needs and addressing complex concerns with professionalism, enhancing relationships through friendly communication.
- Worked under strict deadlines, consistently responding to time-sensitive service requests and emergency call-outs promptly while managing diverse daily tasks (payments, money orders, shipments) to meet customer needs.
- Provided knowledgeable assistance on services, informing residents about billing procedures, payment options, and service complaints, while translating complex policies into clear guidance.
- Communicated policies clearly while handling confidential customer information.
- Documented all customer interactions to accurately track requests, problems, and solutions for effective follow-up and reporting, ensuring data integrity across all service logs.
Research Assistant
Portland State University School of Social Work
Portland
05.2018 - 06.2020
- Performed in-depth research to address complex questions and summarized detailed insights using clear communication methods, including creating tables, graphs, fact sheets, and written reports for diverse audiences.
- Identified relevant research questions and determined the most effective data collection methods, demonstrating an ability to design and improve research processes and enhance operational efficiency.
- Developed tools for data collection to streamline research processes.
- Interviewed clients and meticulously processed relevant documents to ensure accurate and complete data collection. Edited data collection forms and developed questionnaires to enhance data quality and relevance.
- Executed qualitative and quantitative analyses, managing preparation of timely reports, presentations, and articles.
- Translated complex data into accessible reports and presentations for varied audiences.
- Managed laboratory personnel, actively monitoring team performance and ensuring high-quality work and accuracy across all research activities, demonstrating the ability to supervise staff and uphold standards.
- Monitored team performance to ensure research accuracy and project compliance.
- Employed Microsoft Excel to conduct data analysis and generate reports.
Game Operations Staff
Portland State University Portland OR
Portland
06.2019 - 12.2019
- Coordinated campus events to boost student engagement and strengthen community ties.
- Managed operations and communications during events, ensuring smooth execution and participant satisfaction.
- Organized workshops and training sessions for student development and career readiness.
- Assisted in training new staff on procedures and expectations.
- Maintained accurate records of student participation in various university programs.
- Cultivated relationships with peers and upper management to foster collaboration and support.
Youth Development Professional
Boys and Girls Club of American Samoa
Pago Pago
01.2018 - 09.2018
- Led educational sessions, coaching and mentoring youth to foster personal growth and resilience.
- Mentored at-risk youth, providing guidance and support for life challenges.
- Developed and facilitated educational programs focused on life skills, vocational training, health education, conflict resolution, and other relevant topics.
- Led group discussions and provided one-on-one counseling on sensitive topics, including the influence of drug and alcohol abuse and anger management on behavior, demonstrating the ability to effectively communicate complex rules and sensitive guidance to individuals and families.
- Managed conflicts and crises with a calm and professional demeanor, ensuring effective resolution while overseeing the safety and security of youth under supervision.
- Trained volunteers on mentoring strategies and program facilitation, increasing program impact and volunteer confidence.
- Evaluated program effectiveness through feedback to improve future initiatives.
Primary Care Representative
Tafuna Medical Health Center
Pago Pago
04.2014 - 08.2014
- Facilitated patient check-in processes and ensured accurate data entry.
- Coordinated appointments and managed physician schedules effectively.
- Assisted patients with insurance inquiries and eligibility verification.
- Provided proactive customer service and liaised with internal and external stakeholders to deliver timely project status and performance reports, improving customer satisfaction through effective communication.
- Coordinated large-scale events and department activities, including venue acquisition, catering, and logistics, under strict timelines to ensure successful execution despite fast-paced environment.
Education
Master of Science - Public Policy
Capella University
Minneapolis, MN12-2023
Bachelor of Science - Psychology
Portland State University
Portland06-2020
Associate of Art - Human Services
American Samoa Community College
US12-2017
Skills
- Logistics Coordination
- Customer service
- Policy compliance
- Policy interpretation
- Policy enforcement
- Conflict resolution
- Problem solving
- Data reporting
- Effective communication
- Time management
- Strong multitasking
- Team training
- Mentoring
- Adult coaching
- Microsoft Office training
- Leadership skills
Additional Information
DMV Softball MVP- Statewide Agencies Softball Season 2025, Portland State University- Build Exito Cohort 3 (2018-2020)- Scholar, Pacific Islander Club Cultural Chair (Portland State University) 2019-2020, Awarded as an outstanding Peer Leadership Build Exito Scholar Cohort 3 in ASCC- Participated in the Internship at Portland State University (2017), ASCC Health and Human Services Club -Awarded as the most outstanding Club President in ASCC (2017), American Samoa Community College Graduate (Fall 2017) - Top Students in Human Services Field, President for ASCC Health & Human Services Club (Spring 2017- Fall 2017), American Samoa Community College Student Government Association (Fall 2016- Fall 2017) -Junior Representative, Vice President for American Samoa Community College Psychology Club (2016)
References
References available upon request
Timeline
Transportation Service Representative 1
Oregon Department Of Transportation
04.2021 - Current
Wire Specialist
Umpqua Bank
12.2020 - 04.2021
Flex Associate
Amazon Prime
03.2020 - 11.2020
Game Operations Staff
Portland State University Portland OR
06.2019 - 12.2019
Customer Services Representative
Summer Housing & Conference, State University
05.2019 - 09.2020
Research Assistant
Portland State University School of Social Work
05.2018 - 06.2020
Youth Development Professional
Boys and Girls Club of American Samoa
01.2018 - 09.2018
Primary Care Representative
Tafuna Medical Health Center
04.2014 - 08.2014
Master of Science - Public Policy
Capella University
Bachelor of Science - Psychology
Portland State University
Associate of Art - Human Services
American Samoa Community College