Angelica Muñoz
Schenectady
Summary
Dynamic bilingual professional with extensive experience at DMV, excelling in customer service and conflict resolution. Proven track record in case management and team leadership, effectively handling escalated issues and ensuring regulatory compliance. Adept at multitasking and utilizing Microsoft Office to enhance operational efficiency. Committed to delivering exceptional public relations and communication.
Overview
2
2
years of professional experience
Work History
SMVR 1 Spanish
DMV
Schenectady
06.2024 - Current
- Handling the day-to-day work assignments, probation reports, as well as evaluation reports, I report back to my manager when assignments are completed, handle routine exception questions over the phone, take phone calls from the public, address ticket issues, and work with our different programs and applications, such as Compass, Trials, QWS, and the VCC phone system. Handing escalated calls from MVRs to try to de-escalate the situation. I have 12 direct reports, but in this unit, the 32 MVR1s report to all supervisors.
Motor Vehicle Representative Spanish
DMV
Albany
12.2022 - Current
- Answering motorists’ questions about traffic tickets, license inquiries, and suspensions on the phone or via Live Chat. Taking payments over the phone for traffic tickets. Direct customers to the correct units for further guidance. Taking pleas, scheduling, rescheduling hearing dates, or sending them to the judge’s line. Requesting the correct letter to clear NYS/OOS motorists’ suspensions.
Education
High School Diploma -
Schenectady Community College
Schenectady09-2020
Skills
- Customer service
- Case management
- Data entry
- Conflict resolution
- Regulatory compliance
- Time management
- Team leadership
- Problem solving
- Public relations
- Communication
- Computer skills
- Multitasking
- Active listening
- Microsoft office
- Bilingual (Spanish)
Languages
Spanish
Professional
Timeline
SMVR 1 Spanish
DMV
06.2024 - Current
Motor Vehicle Representative Spanish
DMV
12.2022 - Current
High School Diploma -
Schenectady Community College
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