Ana Chapetti-Ortiz
Rio Rico,AZ
Summary
Customer Service Manager with over 25 years experience at AZDOT MVD, excelling in team leadership and problem-solving. Proven track record in enhancing service quality and customer satisfaction through effective training and process improvements. Skilled in various computer programs and committed to fostering a collaborative work environment that drives continuous improvement.
Overview
22
22
years of professional experience
Work History
Administrative Assistant
AZ DPS
Casa Grande
06.2026 - Current
- Prepared documents and reports using various office software applications.
- Supported budget tracking and procurement processes within the department.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
Customer Service Manager
AZDOT MVD
Nogales, Arizona
09.2013 - 06.2026
- Managed daily operations of customer service department at state motor vehicle division.
- Monitored team performance and provided feedback for continuous improvement.
- Oversaw scheduling and resource allocation for customer service representatives.
- Monitored staff performance to ensure adherence to customer service standards.
- Evaluated employee job performance and motivated staff to improve productivity.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Tailored training content to meet specific needs in border towns and presented material to the Mexican Consulate as well as Government Officials. All in an effort to assist constituents and facilitate an understanding of the documents provided for travel.
Customer Service Supervisor
AZDOT
Nogales, Az
09.2004 - 09.2013
- Supervised daily customer service operations at state transportation agency.
- Implemented process improvements to enhance customer satisfaction and efficiency.
- Coordinated team schedules to ensure adequate coverage during peak times.
- Resolved escalated customer issues with professionalism and empathy.
- Monitored performance metrics to identify training needs for team
- Facilitated regular team meetings to discuss updates and share best practices.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Evaluated employee job performance and motivated staff to improve productivity.
Education
High School Diploma -
Nogales High School
1905 Apache Blvd Nogales AZ 05-1989
Skills
- Customer service
- Team building and leadership
- Continuous improvement
- Leading team meetings
- Performance evaluation
- Time management
- Problem solving
- Standard operating procedures
- Quality assurance
- Staff scheduling
- Cash handling
- Staff management
Languages
Spanish
Native/ Bilingual
Timeline
Administrative Assistant
AZ DPS
06.2026 - Current
Customer Service Manager
AZDOT MVD
09.2013 - 06.2026
Customer Service Supervisor
AZDOT
09.2004 - 09.2013
High School Diploma -
Nogales High School