Denene Preston
Baltimore,MD
Summary
To obtain a position where my career experiences will be fully utilized and strengthened.
Professional with strong background in compliance and regulatory standards. Prepared to ensure adherence to all relevant guidelines and protocols, contributing to organizational integrity and safety. Known for effective collaboration, adaptability, and consistent delivery of results. Skilled in risk assessment, regulatory reporting, and process optimization. Reliable and responsive to evolving requirements, fostering cooperative and results-driven environment.
Overview
16
16
years of professional experience
Work History
Compliance Inspector
Motor Vehicle Administration
11.2023 - Current
- Conduct visual Inspections of Maryland Dealerships, ignition interlock service centers, tag & title services, auto wholesalers, auto dismantlers, and auto transporters
- Enforce State and Federal motor vehicle laws by ensuring that business comply with regulations
- Apply appropriate penalties to non-complying businesses
- Oversee the proper functioning of Maryland Driving Schools
- Receiving and investigating consumer complaints, or issues discovered during routine visits and audits
- Answering questions from agencies and consumers regarding driver education, driver improvement, and 3-hour drug and alcohol programs
- Testing driver school instructors as required for apprenticeship
Customer Agent Supervisor
Motor Vehicle Administration
08.2023 - 11.2023
- Maintain employee files including daily production statistics
- Closeout cashiers daily
- Maintain deposit records
- Receive and investigate consumer complaints, or issues discovered during routine audits
- Assist with developing and updating standard operating procedures for department
- Receive and distribute cases from MDOT MVA Branch Offices in which corrected Maryland titles haven’t been issued that have liens and need corrected
- Verify business compliance with other state of MD agencies
- Assist financial institutions with various problems consisting of but not limited to liens not being filed correctly, missing Notice of Security, interest filing statements, etc
- Review policy and procedures to resolve disputes or misinterpretation of the Motor Vehicle Law for customer complaints, errors made on business licenses, ID cards, and vehicles to determine the accurate course of action and/or make exception to policy/procedures to correct situations and provide customer satisfaction
- Perform on-line corrections and update vehicle information or driver records through accessing the Driver Record Automated Traffic System (DRAFTS)
- Assign daily tasks to customer agents
- Assist customers and employees with conflicts and provide resolutions
- Train and onboard staff
- Respond to telephone, written and in-person inquiries of a complex nature to interpret MVA laws, rules, regulations and policies to the public, law enforcement and attorneys
- Resolve complaints and problems through research of case files and the application of independent judgement and discretionary action
- Address technical issues and customer problems concerning business licensing registrations and tag transactions received in the mail, from motor vehicle dealers, title service representatives, and at public counters
- Conduct interviews with customers to obtain information regarding complaints or administrative violations
- Enforce regulations and behavior codes
- Set goals for performance and deadlines
- Organize workflow and ensure employees duties or delegated tasks
- Monitor employee productivity and provide constructive feedback
Customer Agent III
Motor Vehicle Administration
10.2021 - 08.2023
- Verify background records through CJIS to process MD salesman ID cards
- Accesses criminal records and information using MD judiciary system to determine qualifications
- Prepares and review forms and letters notifying customers and businesses of MVA status
- Perform advanced duties in the areas of customer resolution, case review management, document examination, specialist project assignments
- Responds to telephone, written and in-person inquiries of a complex nature to interpret MVA laws, rules, regulations and policies to the public, law enforcement and attorneys
- Resolves complaints and problems through research of case files and the application of independent judgement and discretionary action
- Address technical issues and customer problems concerning business licensing registrations and tag transactions received in the mail, from motor vehicle dealers, title service representatives, and at public counters
- Conduct interviews with customers to obtain information regarding complaints or administrative violations
- Document communication for managerial review
- Address technical issues and customer problems concerning online customer portals
- Advise customers verbally or in writing of information of procedures required before title, tag, or registration applications can be processed
- Create Inner Office Emails/Memos
- Scan/Copy Documents
- Data Entry
- Maintain Statistical Records and Reports
Airport Badging Agent II
Maryland Aviation Administration
06.2018 - 10.2021
- Review Access /ID Badge Applications for BWI Airport Employees
- Fingerprint and Process Applicants
- Answer Multiline Phone System
- Assist Customers with Questions and Concerns
- Collect and Process Credit Cards Payment
- Examine Dept
- Of Homeland Security Documents for Legitimacy
- Conflict Resolution Involving Disgruntled Customers
- Enter Data into the Airports Security Access System Database
- Issue Access ID Badges
- Coordinate Computer Based Security Training for Applicants
- Maintain Application Files
- Generate Daily Reports
- Schedule Employees for Adjudication Meetings
Customer Agent III/TSA Pre-Check Agent/Case Manager
Motor Vehicle Administration
10.2012 - 06.2018
- Audit Customer Agent Transactions
- Access Government Information Systems to process and Issue TWIC cards
- Process Customers for TSA Pre-Check Known Traveler Numbers
- Handle and Properly Secure Confidential Data Daily
- Perform Quality Control on Products to Ensure Proper Security Features Are Applied
- Issue Driver’s License and Identification cards
- Title and Register Vehicles
- Enforce Insurance and Vehicle Emission Inspection Laws
- Administer Vision Test
- Monitor Testing Areas
- Effectively Answer Multi-Phone Line System in a Timely Manner
- Mail Identification Cards via USPS
- Update Verify and Retrieve Data Using Computer Data Base
- Examine and Authorize Agents to Accept Documentation and Process Customers
- Conduct Interviews with Customers to Obtain, Clarify and Instruct on How to Obtain Maryland Identification Card, permits and Driver Licenses
- Assist Internal and External Customers with Product Issues and Take Action to Resolve Discrepancies via Telephone, Email and In-Person
- Create Inner Office Emails/Memos
- Maintain Statistical Records and Reports
- Inspect Machinery Before and After Use
- Operate Machinery to Create, Print and Mail Driver License & Identification Cards
- Lift, Push and Pull up to 50 lbs
- Of Mail
- Properly and Safely Clean Machinery with Proper Chemicals
- Lead Group Tours of Secure Facility
- Restock Products for Daily Production
- Data Entry
Volunteer Secretary
GKB Church
06.2009 - 09.2012
- Coordinate appointments and meetings
- Created and Maintained Calendars
- Arranged Travel
- Arranged for Appointments
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Education
Eastern Gateway Community College - Criminal Justice
Eastern Gateway Community College
Steubenville, Ohio08.2020
Community College of Baltimore County - Sociology
Community College of Baltimore County
Baltimore, MD10.2017
Skills
- Microsoft Office experience
- Organizational skills
- Problem Solving abilities
- Conflict Resolution
- Attention to Detail
- Data Entry
- Communication
Timeline
Compliance Inspector
Motor Vehicle Administration
11.2023 - Current
Customer Agent Supervisor
Motor Vehicle Administration
08.2023 - 11.2023
Customer Agent III
Motor Vehicle Administration
10.2021 - 08.2023
Airport Badging Agent II
Maryland Aviation Administration
06.2018 - 10.2021
Customer Agent III/TSA Pre-Check Agent/Case Manager
Motor Vehicle Administration
10.2012 - 06.2018
Volunteer Secretary
GKB Church
06.2009 - 09.2012
Community College of Baltimore County - Sociology
Community College of Baltimore County
Eastern Gateway Community College - Criminal Justice
Eastern Gateway Community College
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