JOELLE QUIGLEY

Reviewing and monitoring cases on a daily basis for suspension related actions.

Working with customers to reinstate their licenses and registrations.

Assisting customers on the Virtual Counter to help resolve all child support related issues.

Interacting with other states and countries via e-mail, phone, and mail, regarding shared intergovernmental cases.

Daily use of Microsoft Excel Spreadsheet for completing tasks and keeping track of statistics.

• Manage large amounts of inbound calls in a timely manner.
• Identify customers needs, clarify information, research issues and provide solutions.
• Keep record of all conversations in the call center database in a comprehensible way.
• Process credit card payments through a third-party vendor.
• Assign tasks and send e-mails to the teams and regions that handle specific tasks for resolution.
• Attend regular meetings to review new policies, statistics, and updated department procedures.
• Calculate child support obligations and debts to initiate collection actions.
• Monitor cases for support order compliance.
• Work in collaboration with local, state and federal departments to obtain information.

• Responsible for registering vehicles that travel across the country, whose registration expires yearly and must be renewed during the April-July time period.
• Created new accounts, renewed registrations, issued plates, cancelled plates, made amendments to active accounts, and managed all account activity.
• Handled day-to-day customer contact via phones, faxes and emails.
• Utilized the computer software program that is designed specifically for the department. In addition, used the registry data base (ALARS).
• Trained new personnel regarding company operations, policies and services.
• Maintained up-to-date knowledge of service changes.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Provided primary customer support to internal and external customers.
• Resolved problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
• Maintained account accuracy by reviewing and reconciling checks and credit card payments daily.

• Accepted and processed toll charges and fair tickets, determining vehicle classification as needed.
• Collected and processed vehicle information for pay by mail.
• Balanced cash throughout each shift and prepared draw deposit for pick up.
• Followed proper procedure for opening and closing toll booth.
• Prepared reports for incidents that occurred during shift.

• Maintained daily and monthly sales revenue log.
• Scheduled customer deliveries and maintenance appointments.
• Determined the number of technicians and drivers needed to service clients efficiently on a daily basis.
• Served as dispatcher to drivers and technicians.
• Managed payroll for employees.
• Maintained records in a computer software system that was specifically designed for the company.
• Reviewed and balanced daily bank deposits and deposit report.