JESSICA NEUMAN

• Provide remote customer service and technical assistance to the public regarding driving records, vehicle registration, suspensions, cancellations, and reinstatement requirements.
• Research and interpret statutes, policies, and procedures to resolve complex inquiries and ensure accurate, timely information is provided.
• Access and update driving and vehicle registration records in multiple systems while maintaining confidentiality and data integrity.
• Manage a high volume of calls and electronic inquiries, demonstrating strong time management, organization, and independent problem-solving in a remote environment.
• Utilize Microsoft Office 365 and agency systems to document interactions and support regulatory compliance.

• Analyzed abstracts of driving records, insurance documents, court documents, insurance company verification listings, legal documents, and related information to determine appropriate actions regarding suspension, revocation, cancellation, enforcement, or reinstatement of vehicle registration or driving privileges, or rescission of such actions.
• Collaborated with team members to streamline workflow processes.
• Provided training and support to more than 20 new technicians on operational procedures.
• Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
• Increased customer satisfaction with prompt and knowledgeable support for various issues.
• Exercised discretion and independent judgment in cases where governing laws were ambiguous or required interpretation and where work involved a wide variety of case types.
• Provided intricate technical information to the general public, medical practitioners, circuit clerks, state and federal courts, attorneys, law enforcement agencies, insurance companies, other Secretary of State operating areas, and representatives of other states or agencies regarding unclear statutory provisions and complex internal procedures.
• Initiated updates to driving and vehicle registration records to enter or clear suspensions, revocations, cancellations, or reinstatements; authorized the issuance or re-issuance of information to obtain licenses or vehicle registration.
• Prepared complex technical correspondence, notices, and documents to implement decisions and explain actions necessary to obtain or retain driving or vehicle registration privileges.
• Researched, reviewed, and analyzed computer file interactions to identify and correct errors in the vehicle/title registration system, mandatory insurance system, and driving records.

• Analyzed driving records, insurance documents, court documents, insurance company verification listings, legal documents, and other information to determine appropriate actions regarding suspension, revocation, cancellation, enforcement, or reinstatement of vehicle registration or driving privileges.
• Applied well-defined governing laws and established internal procedures to specific case types within assigned areas of responsibility; performed preliminary case reviews and accepted documents for further action by higher-level staff.
• Provided routine technical information to the public, medical practitioners, circuit clerks, courts, attorneys, law enforcement agencies, insurance companies, internal operating areas, and other state agencies concerning statutory provisions and procedures.
• Initiated updates to driving and vehicle registration records; prepared required documents, notices, and routine correspondence to implement decisions.
• Researched, reviewed, and analyzed computer file interactions to identify and correct errors in registration, mandatory insurance, and driving record systems.
• Performed other duties as assigned within the scope of responsibilities.
• Collaborated with team members to enhance workflow efficiency and productivity.
• Trained over 20 new technicians on operational policies and procedures.

• Reviewed, processed, approved, and rejected routine personnel documents and forms in accordance with established laws, rules, regulations, policies, and collective bargaining agreements.
• Gathered and compiled information for professional and management staff for grievance meetings and hearings, arbitration proceedings, Merit Commission hearings, litigation, classification and wage studies, contract negotiations, examination development, training, organizational reviews, employee benefits, and special projects.
• Administered written, performance, training/experience, and other types of merit examinations.
• Explained standard personnel and employee benefit procedures and policies to employees, department representatives, applicants, and the public by phone, in person, and through written correspondence.
• Prepared position descriptions following allocation decisions; prepared and processed 50 or more position action and personnel transaction forms daily.
• Conducted employment counseling with employees and applicants.
• Performed other duties as required or assigned.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Demonstrated respect, friendliness, and willingness to help wherever needed.
• Developed and maintained courteous and effective working relationships.
• Identified issues, analyzed information, and provided solutions to problems.
• Provided professional services and support in a dynamic work environment.

• Prepared and maintained a wide variety of specialized records and reports; devised and compiled new forms to support efficient office operations.
• Reviewed and verified statistical and other reports for accuracy, completeness, and compliance with departmental regulations and procedures.
• Collected and compiled information and data to assist with administrative matters; collaborated with staff to develop methods to improve processing and control of documents and records.
• Researched, responded to, and resolved inquiries, complaints, and concerns by phone, in person, and via correspondence; clarified services, processes, and procedures and ensured responses were clear and concise.
• Served as lead worker for lower-level clerks, assigning and reviewing work to ensure adherence to established methods and procedures.
• Operated and performed routine maintenance on office equipment such as computers, telephones, fax machines, and related devices.
• Performed typing and data entry as needed and other duties as assigned.
• Managed daily operations to ensure compliance with state regulations and policies.
• Streamlined workflow processes, enhancing efficiency and accuracy of service delivery.
• Coordinated training sessions for over 20 new staff, fostering knowledge transfer and operational excellence.
• Analyzed operational data to identify trends and recommend process improvements.
• Trained and mentored over 20 new team members, fostering a positive work environment and promoting professional growth.

• Administered road examinations to applicants for all classes of driver’s licenses; explained improper actions to applicants and coded applications according to examination results.
• Served as information clerk, directing applicants and the public to appropriate service areas.
• Reviewed and completed driver’s license, motor vehicle registration, and title applications, ensuring all required information was gathered and accurate.
• Administered and coded vision tests and written driver’s examinations; graded tests and explained incorrect responses.
• Entered application and examination data into computer systems and verified completeness and accuracy.
• Operated photographic equipment to prepare photo IDs and driver’s licenses.
• Balanced cash and checks with validation tape totals; prepared deposit records and other routine financial documents; prepared reports on applications processed.
• Performed cashiering functions for driver’s license fees.
• Facilitated customer inquiries through phone and in-person interactions, ensuring accurate information delivery.
• Processed vehicle registration and title transactions, maintaining compliance with state regulations.
• Assisted in training over 20 new staff on procedures and systems to enhance service efficiency.
• Collaborated with team members to resolve complex issues, promoting a cohesive work environment.

Expected Graduation: October 2026

• Honoree of acceptance as a member of The National Society of Leadership and Success
• Honor Roll 2024 through 2026