April Harris
Austin,TX
Summary
Professional with substantial experience in DMV-related tasks, ready to contribute effectively to new role. Skilled in title processing, data entry, and compliance with state regulations. Strong focus on team collaboration and achieving results, adaptable to changing needs. Reliable and organized, ensuring accuracy and efficiency in all responsibilities.
Overview
19
19
years of professional experience
1
1
Certificate
Work History
License Analyst III
DPS-Online Services/Alt Issuance II
Austin, TX
07.2023 - Current
- Prepare, interpret and disseminate information regarding rules, regulations, policy and procedures regarding driver license services and agency programs.
- Reduced instances of non-compliance by establishing robust tracking systems for license expiration dates and renewal requirements.
- Provided expert guidance on complex licensing issues, ensuring stakeholders were well-informed and compliant at all times.
- Cultivated a culture of continuous improvement by regularly reviewing internal processes to identify areas for optimization.
- Managed a high volume of license applications, prioritizing tasks to meet critical deadlines efficiently.
- Contributed to the development of internal policies related to licensing matters, promoting consistency among departments.
- Coordinated responses to regulator inquiries or investigations promptly, minimizing any potential negative impacts on the business reputation or operations.
- Supported cross-functional teams during acquisitions or expansions by conducting due diligence on target companies'' licenses and permits.
- Served as a trusted resource for colleagues and stakeholders seeking guidance on licensing requirements, fostering a collaborative work environment.
- Trained new team members in licensing procedures and best practices, enhancing overall departmental efficiency and accuracy.
- Maintained up-to-date knowledge of applicable laws and regulations.
- Warned violators of infractions or penalties.
- Maintained composure in stressful situations, confrontations, interviews and records searches.
Biometrics Analyst
DPS
Austin, TX
01.2023 - 07.2023
- Work involves classifying, comparing, evaluating, matching and processing, fingerprints and palm prints, within identification and criminal justice systems databases.
- Retrieve fax transmissions or calls from Coroner's office/ Law Enforcement to assist in either identifying deceased individuals or confirm identity of arrestees.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Enhanced data accuracy by meticulously validating and updating customer information in database.
- Gathered, organized and input information into digital database.
Contact Center Representative
United Heritage Credit Union
Austin, TX
05.2022 - 01.2023
- Responsible for maintaining strict adherence to Contact Center verification process to ensure confidentiality and integrity of member's accounts.
- Assist members with answers regarding their accounts, while actively listening to uncover hidden needs.
- Perform updates to member's' accounts per their request.
- Access multiple systems to process a variety of member requests.
- Correspond with internal departments to assist with member requests or transfer as needed.
- Communicate with Contact Center Support Specialists as appropriate.
Contact Center Representative
Internal Revenue Service
Austin, TX
01.2022 - 01.2023
- Provides administrative and technical assistance to individuals and businesses.
- Process tax returns.
DPS - License Permit Specialist III
Department of Public Safety
Austin, TX
12.2018 - 02.2021
- Perform office support functions in a Driver License Examination and Renewal Office.
- Retrieve data and document records.
- Evaluate and compare facial images to confirm or deny, the integrity of information on a customer's application.
- Determine the legal needs and requirements of driver license and identification card applicants.
- Meet and screen applicants, administer written and visual tests, prepare application forms and collect license application fees.
- Answer general information questions pertaining to driver license laws and driver licensing procedures, safety responsibility laws and procedures and other traffic laws.
- Receive and respond to telephone inquiries from the general public.
- Responsible for daily reconciliation of individual cash drawer, as well as, weekly reconciliation of branch cash drawers.
- In addition, weekly branch deposits and change requests at nearby financial institution that serviced company's business account.
Customer Service Representative II
Motor Vehicle Administration/DMV
Baltimore, MD
09.2006 - 03.2018
- Process title work for transfer of ownership or newly purchased vehicles.
- Renew vehicle registrations.
- Process drivers license renewals.
- Answer customer telephone calls in a clear and concise manner regarding violations placed against their registration.
- Placing/removing registration flags to ensure or deny renewal eligibility.
- Promptly respond to various inquiries from customers, external flagging jurisdictions, and staff via telephone, mail, email and fax.
- Organization and time management to ensure accuracy of work submitted.
- Maintained up-to-date knowledge of changes to legislation and procedures for processing.
- Trained new hires and cross-trained to provide back-up for other customer service representatives as needed.
- Consistently improved customer relationships through expert resolution of conflicts, issues, and concerns.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor's - Business Administration
Strayer University
Global 02.2025 - Current
Skills
Certification
Driver's License
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Bachelor's - Business Administration
Strayer University
02.2025 - Current
License Analyst III
DPS-Online Services/Alt Issuance II
07.2023 - Current
Biometrics Analyst
DPS
01.2023 - 07.2023
Contact Center Representative
United Heritage Credit Union
05.2022 - 01.2023
Contact Center Representative
Internal Revenue Service
01.2022 - 01.2023
DPS - License Permit Specialist III
Department of Public Safety
12.2018 - 02.2021
Customer Service Representative II
Motor Vehicle Administration/DMV
09.2006 - 03.2018
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