DEJANEE NWANELI

Responsible for managing all paperwork and administrative duties related to vehicle ownership, registration, and title transfers, in compliance with state and federal regulations.

Processed title transfers, registrations, and issuance of license plates for new and pre-owned vehicles.

• Verified vehicle identification numbers (VINs), and confirmed the accuracy of vehicle titles.

• Coordinated with the Department of Motor Vehicles (DMV) and financial institutions to ensure timely processing of vehicle transactions.

• Maintained accurate records of vehicle transactions, including lien releases, and title corrections.

• Ensured compliance with all legal and regulatory requirements related to vehicle title and registration.

• Assisted customers in understanding and completing the necessary documentation for vehicle title transfers and registrations.

• Collaborated with dealerships, lenders, and other stakeholders to facilitate smooth transactions and timely title processing.

• Managed sensitive data with a high degree of accuracy and confidentiality.

Lead and manage a team of technical support agents, ensuring timely and accurate resolution of customer issues, while maintaining high standards of service quality.

•Oversee ticket management processes, ensuring that support tickets are prioritized, escalated appropriately, and resolved in a timely manner.

• Act as the primary point of contact for escalated customer inquiries, ensuring thorough resolution, and maintaining a high level of customer satisfaction.

•Provide advanced troubleshooting for complex technical issues while offering solutions related to software, hardware, and network problems.

• Collaborate with IT department to identify recurring issues, provide feedback, and contribute to product improvements and bug fixes.

• Conduct training and coaching sessions for new hires and ongoing team development, improving technical skills and customer service capabilities. Monitor team performance, track KPIs, and generate reports to assess customer satisfaction, and identify areas for improvement.

• Maintain up-to-date knowledge of company products and services to offer accurate technical guidance, and keep the team informed.

Oversee daily operations of the Massachusetts Medicaid (MassHealth) program, ensuring compliance with federal and state regulations, policies, and procedures.

•Supervise and support a team of Medicaid specialists, providing guidance, training, and performance evaluations to ensure effective and efficient service delivery.

• Monitor case processing to ensure timely and accurate eligibility determinations, claims processing, and coordination of benefits for Medicaid recipients. •Ensure all staff are trained on Medicaid regulations, system updates, and best practices for customer interaction, compliance, and documentation.

• Foster a supportive and collaborative team environment, encouraging staff development, problem-solving, and exceptional customer service.

• Review and approve employee timesheets to ensure accuracy and compliance with company policies, payroll procedures, and labor laws.

• Provide support for employee inquiries regarding timekeeping issues, including leave balances, work hours, or payroll-related concerns.

• Collaborate with HR or payroll departments to address any issues related to timesheet accuracy, payroll discrepancies, or benefits.

Provide expert-level technical support to customers by troubleshooting and resolving complex issues related to Dominion Power billing, services, and products.

• Manage the timely resolution of service tickets, ensuring issues are tracked, prioritized, and escalated in accordance with SLAs and customer expectations.

• Lead training sessions for junior support staff, enhancing their customer service skills, while ensuring compliance with company policies and procedures.

• Assist in special projects and initiatives aimed at improving overall customer experience, service delivery, and operational efficiency.