Felicia Valenzuela
Fullerton,USA
Summary
Customer focused professional experienced in fast-paced environments, skilled in multitasking and resolving escalated issues. Strong background in interpreting laws and regulations, analyzing evidence, and making fair, informed decisions. Effective communicator with a proven ability to manage complex cases, support team goals, and deliver efficient, high-quality outcomes.
Overview
14
14
years of professional experience
Work History
Driver Safety Hearing Officer
Department of Motor Vehicles
Orange, USA
12.2023 - Current
- Conducted administrative hearings, interviews, and reexaminations related to driving privileges
- Interpreted legal, medical, and administrative records to determine appropriate actions
- Applied statutes, case law, and departmental policies to make fair, impartial decisions
- Examined and cross-examined witnesses, ruled on motions, and evaluated evidence and credibility
- Prepared detailed legal reports and maintained strict confidentiality standards
- Analyzed complex situations and exercised sound judgment in applying laws and regulations
- Communicated decisions clearly and professionally to diverse stakeholders
- Maintained comprehensive knowledge of administrative law, rules of evidence, and vehicle regulations
Manager I
Department of Motor Vehicles
Fullerton, USA
07.2020 - 12.2023
- Supervised daily operations and led a team of 20 employees, ensuring high productivity and service quality
- Managed hiring, scheduling, training, and performance evaluations for staff
- Developed training materials and coached team members to improve performance and maintain service standards
- Resolved customer and employee conflicts, ensuring satisfaction and a positive work environment
- Monitored performance metrics and implemented process improvements to increase operational efficiency
- Analyzed customer feedback to drive service enhancements and improve customer loyalty
- Maintained employee records, payroll, and attendance tracking
- Delegated tasks based on skillsets to optimize team efficiency and workflow
- Led team meetings and one-on-one coaching sessions to support continuous improvement
- Oversaw vendor relationships and ensured timely delivery of services and resources
Licensing Registration Examiner/Personnel Coordinator
Department of Motor Vehicles
Fullerton, CA
04.2015 - 07.2020
- Analyzed data and applications to ensure accuracy, eligibility, and regulatory compliance
- Conducted driving performance evaluations and documented results in detailed reports
- Communicated exam outcomes and resolved customer inquiries in a timely, professional manner
- Collaborated with team members to improve examination processes and efficiency
- Trained staff on procedures, policies, and best practices
- Supported HR functions including onboarding, employee records management, and performance documentation
- Assisted with recruitment efforts, job postings, and new hire orientations
- Partnered with management to address employee relations issues and support staffing decisions
- Prepared reports on attendance, turnover, and disciplinary actions
Motor Vehicle Representative/Personnel Coordinator
Department of Motor Vehicles
Westminster, California
05.2012 - 04.2015
- Supervised daily operations and led a team of 20 employees, ensuring high productivity and service quality
- Managed hiring, scheduling, training, and performance evaluations for staff
- Developed training materials and coached team members to improve performance and maintain service standards
- Resolved customer and employee conflicts, ensuring satisfaction and a positive work environment
- Monitored performance metrics and implemented process improvements to increase operational efficiency
- Analyzed customer feedback to drive service enhancements and improve customer loyalty
- Maintained employee records, payroll, and attendance tracking
- Delegated tasks based on skillsets to optimize team efficiency and workflow
- Led team meetings and one-on-one coaching sessions to support continuous improvement
- Oversaw vendor relationships and ensured timely delivery of services and resources
Education
Some College (No Degree) - Business
Fullerton College
Fullerton, CASkills
- Customer Service & Relationship Management
- Administrative Law & DMV Procedures
- Data Analysis & Data Entry
- Microsoft Office
- Conflict Resolution & Problem Solving
- Verbal & Written Communication
- Attention to Detail & Analytical Thinking
- Time Management & Multitasking
- Team Leadership & Staff Development
- Training & Coaching
- Decision Making & Sound Judgment
- Document Verification & License Processing
- Cash Handling & Transaction Accuracy
- Driving Evaluations
- Professionalism, Reliability & Confidentiality
Timeline
Driver Safety Hearing Officer
Department of Motor Vehicles
12.2023 - Current
Manager I
Department of Motor Vehicles
07.2020 - 12.2023
Licensing Registration Examiner/Personnel Coordinator
Department of Motor Vehicles
04.2015 - 07.2020
Motor Vehicle Representative/Personnel Coordinator
Department of Motor Vehicles
05.2012 - 04.2015
Some College (No Degree) - Business
Fullerton College