Christi Goyne
Chester,VA
Summary
Personable, professional and dedicated Program Manager with more than 25 years of extensive experience in the Motor Carrier industry. Proven skill in establishing rapport with external and internal customers. Motivated to maintain customer satisfaction and contribute to agency success and to providing leadership to staff. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing program success while maintaining compliance with federal, state and local laws.
Overview
29
29
years of professional experience
Work History
Department of Motor Vehicles
Program Manager-Hauling Permits & Escort Programs
Richmond, VA
11.2019 - Current
- Oversee day-to-day operations of Hauling Permit and Escort certification programs and ensure compliance with federal, state and local laws and guidelines and agency policies and requirements.
- Work closely with other departments and agencies to support program technical aspects (ie. VA State Police, VDOT, etc.).
- Audit operations and processes to enhance staff and customer experience and manage compliance.
- Generate and deliver reports, program review presentations and other program status updates.
- Manage and maintain business relationships with external and internal customers.
- Contribute to agency initiatives through accountability, communication and reporting.
- Delegate work to staff, set priorities and goals.
- Provided leadership, insight and mentoring to newly hired and existing employees.
- Plan and lead team meetings to review business results and communicate changes and new and ongoing priorities.
- Plan and deliver training sessions to improve employee effectiveness and address areas of weakness.
- Review employee performance and provide ongoing feedback and coaching to drive performance improvement.
- Hold regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Recruit and train new employees to meet job requirements.
- Mediate conflicts between employees and facilitated effective resolutions to disputes.
- Resolve customer inquiries and complaints requiring management-level escalation.
- Ensure staff is providing excellent customer service to external and internal customers as outlined within agency objectives and initiatives.
- Serves as backup to Deputy Director as needed in their absence to include oversight of the Citation Tracking work center.
Permit Technician - Hauling Permit Office
Department of Motor Vehicles
Richmond, VA
08.2003 - 11.2019
- Prepare and process Hauling Permits for oversize-dimensional/overweight vehicles in accordance to section 46.2-1139 of the Code of Virginia and the Hauling Permit Manual.
- Provide outstanding customer service conforming to agency policies, procedures and guidelines.
- Receive, research and resolve customer complaints.
- Serves as subject matter expert.
Assists with special projects that affected the day-to-day operations of the work center. - Contributes to meeting deadlines and cost benefit analysis of various processes.
Assists with delegation of work in absence of Supervisor/Manager. - Notify Supervisor/Manager of any production and/or system issue and processing delays as they occur to receive guidance and/or additional support.
- Assists with updates of the Hauling Permit Program.
- Collect revenues and reconcile daily financial reports in accordance with agency policy.
Permit Technician - Hauling Permit Office
Department of Transportation
Richmond, VA
08.1997 - 08.2003
- Prepared and processed Hauling Permits for oversize-dimensional/overweight vehicles while utilizing maps and other road information provided by the Structures and Bridge Division at VDOT in accordance to section 46.2-1139 of the Code of Virginia and the Hauling Permit Manual while adhering to laws, policies, procedures and guidelines.
- Provided outstanding customer service conforming to agency policies, procedures and guidelines.
- Received, researched and resolved customer complaints.
- Served as subject matter expert.
- Assisted with delegation of work in absence of Supervisor/Manager.
- Notified Supervisor/Manager of any production and/or system issue and processing delays as they occur to receive guidance and/or additional support.
- Assisted with updates of the Hauling Permit Program.
- Prepared and reconciled daily financial reports.
- Assisted customers with completion of Hauling Permit applications to include explaining permitting requirements.
Education
High School Diploma -
Lloyd C. Bird High School
Chesterfield, VA06.1991
Skills
- Implemented new permit system (EZ Haul), reducing permit issuance turnaround time from more than five days to two or less
- Successfully maintained customer satisfaction and permit turnaround during COVID
- Recipient of numerous TRAITS awards
Timeline
Department of Motor Vehicles
Program Manager-Hauling Permits & Escort Programs
11.2019 - Current
Permit Technician - Hauling Permit Office
Department of Motor Vehicles
08.2003 - 11.2019
Permit Technician - Hauling Permit Office
Department of Transportation
08.1997 - 08.2003
High School Diploma -
Lloyd C. Bird High School