Bonnie Lee Leder
Vinton,Virginia
Summary
Assistant Manager at Department of Motor Vehicles with expertise in performance management and employee training. Achieved significant improvements in customer service and operational efficiency. Proficient in conflict resolution and policy interpretation, promoting a collaborative team environment.
Overview
2026
2026
years of professional experience
Work History
Assistant Manager
Department of Motor Vehicles
Roanoke
09.2018 - Current
- Developed performance expectations aligned with CSC goals and objectives.
- Provided frequent, constructive feedback through evaluations and probationary reviews.
- Documented performance issues in compliance with EWP, HR laws, and DMV policies.
- Effectively addressed employee conflicts while seeking advice when necessary.
- Conducted midterm and annual performance planning; completed probationary reviews every three months.
- Managed opening and closing procedures, securing information and overseeing cash handling.
- Analyzed wait times, serve times, and customer volume to enhance operational efficiency.
- Established effective working relationships to foster a positive work environment.
Customer Service Work Leader
Department of Motor Vehicles
Roanoke
- 12.2018
- Ensure on-boarding and required training on policies and procedures are completed
- Plan and execute on-the-job-training for new employees
- Coach, train, and mentor CSC staff to perform daily tasks
- Complete quarterly observations of staff and provide feedback for excellent service
- Act as a liaison between staff and management
- Perform all duties of the Customer Service Generalist Senior
- Perform management duties in absence of manager
Customer Service Generalist Senior/UES Agent
Department of Motor Vehicles
Roanoke
04.2013 - 10.2018
- Delivered exceptional customer service in a fast-paced environment.
- Processed applications for driver licenses, identification cards, and vehicle registration.
- Utilized multi-screen PC state system for efficient data entry and information retrieval.
- Interpreted and enforced state and federal regulations effectively.
- Communicated policies and procedures clearly to customers.
- Maintained accurate inventory records and secured cash transactions.
- Demonstrated initiative and leadership across diverse tasks and projects.
- Completed biometric data capture and electronic fingerprinting services with precision.
Store Manager
Michaels
Roanoke
01.1999 - 01.2012
- Executed daily operations of $6.2 million arts and crafts retail outlet, aligning with company policies to achieve sales goals.
- Recruited, trained, and mentored store personnel to enhance employee retention and performance.
- Drove team efforts to deliver World Class service while fostering a welcoming environment.
- Achieved consistent audit scores exceeding 95%, reflecting operational excellence.
- Maintained superior employee engagement and manager effectiveness scores in Kenexa surveys.
- Participated in company’s Women in Leadership program to promote professional growth.
Senior Assistant Manager
MJ Designs
Gaithersburg
01.1994 - 01.1999
- Executed daily operations of $7 million arts and crafts retail outlet, exceeding $500 per square foot in volume.
- Managed scheduling and daily activities for up to 120 employees, overseeing hiring, firing, salary determinations, and conflict resolution.
- Maintained payroll costs within company parameters through effective management practices.
- Organized replenishment system, coordinating activities of over 200 direct vendors and central distribution center for high inventory turnover and sustained gross profits.
- Instituted office procedures, managing banking activity and accounts receivable/accounts payable for over 200 vendors.
- Successfully planned and executed relocation of store to new 38,000 square foot retail center.
Women's Business Manager
Sears, Roebuck and Co.
Bethesda
01.1976 - 01.1993
- Managed daily operations for $3 million women's apparel group with 15 departments.
- Trained and motivated 60 associates, reviewing staff performance to enhance productivity.
- Ensured accurate merchandise receipts and optimal floor presentation standards.
- Executed document control for price changes, vendor returns, and merchandise counts.
- Analyzed budgeted payroll expenses to maximize profitability across departments.
- Communicated effectively with buyers, improving merchandise assortment and boosting sales.
- Developed strong customer relations while maintaining high service levels.
- Achieved #1 performance in Sales Development, earning Sales Business Manager of the Year award in 1992.
Skills
- Performance management and employee development
- Conflict resolution and policy implementation
- Inventory control and management
- Team leadership and building
- Problem solving and task prioritization
- Budget management and scheduling
- Sales strategies and marketing
- Recruitment and hiring processes
- Retail operations management
- Human resources management
- Data confidentiality and security
- Data analysis
Personal Information
Timeline
Assistant Manager
Department of Motor Vehicles
09.2018 - Current
Customer Service Generalist Senior/UES Agent
Department of Motor Vehicles
04.2013 - 10.2018
Store Manager
Michaels
01.1999 - 01.2012
Senior Assistant Manager
MJ Designs
01.1994 - 01.1999
Women's Business Manager
Sears, Roebuck and Co.
01.1976 - 01.1993
Customer Service Work Leader
Department of Motor Vehicles
- 12.2018
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