Joleen Nauta
Surprise
Summary
Extensive knowledge of Arizona motor vehicle regulations and policies, combined with strong customer service skills. Efficiently processed transactions and managed license applications, contributing to enhanced service delivery and compliance with industry standards.
Overview
14
14
years of professional experience
Work History
Customer Service Representative III
Surprise Motor Vehicle Division
Surprise
10.2021 - Current
- Assisted customers with vehicle registration and title transfers.
- Addressed customer inquiries regarding motor vehicle laws and regulations.
- Processed transactions using the department's digital management system.
- Educated customers on required documentation for services provided.
- Resolved customer complaints efficiently and professionally.
- Answered customer inquiries, delivering accurate information on products and services to enhance customer satisfaction.
- Processed and reviewed Arizona driver licenses and identification cards, ensuring accuracy and compliance with regulations.
- Review and assess Class D operator and CDL license application eligibility; review data for outstanding citations or warrants.
Medical Review - Customer Service Representative 4
State of Arizona- Phoenix Motor Vehicle Division
Phoenix
11.2020 - 10.2021
- Resolved customer complaints in a timely manner, enhancing customer satisfaction and trust.
- Addressed inquiries from judges, law officers, and out-of-state representatives on technical issues, ensuring accurate and timely responses.
- Suspended or canceled driver's licenses after thorough review of medical impairments.
- Managed decision-making for safe driving evaluations in Arizona based on medical concerns.
- Processed data inputs for CDL drivers, vision-impaired individuals, and those with medical conditions.
- Evaluated and approved or denied window tinting and license cancellation requests based on safety assessments, maintaining regulatory compliance.
- Reviewed medical documentation for regulatory compliance.
Customer Service Representative 3
State of Arizona- Surprise Motor Vehicle Division
Surprise
09.2019 - 11.2020
- Processed customer transactions to streamline service delivery and improve customer satisfaction.
- Managed high-volume customer interactions under pressure while maintaining focus.
- Consistently met or exceeded performance goals set for the position.
- Reviewed and processed Arizona driver licenses and identification cards, ensuring accurate issuance and compliance.
- Assessed title and registration applications for motor vehicles, ensuring compliance.
- Evaluated Class D operator and CDL license applications for eligibility, checking for outstanding citations.
- Participated in weekly huddle board meetings to align team objectives and strategies for enhanced performance.
- Engaged in continuous improvement projects utilizing PDCA methodology.
CDL - Customer Service Representative 3
State of Arizona- Motor Vehicle Division
Goodyear
06.2018 - 09.2019
- Processed customer transactions efficiently under high-pressure conditions.
- Partnered with ADOT personnel to effectively address and resolve CDL-related inquiries and issues.
- Issued commercial driver’s licenses while ensuring compliance with hazmat regulations.
- Evaluated Class D operator and CDL license applications to ensure compliance with eligibility criteria.
- Engaged in continuous improvement projects using PDCA methodology to enhance processes and outcomes.
- Attended weekly huddle board and staff meetings to enhance team collaboration.
- Maintained records with full privacy and confidentiality standards.
- Trained new employees on job duties and responsibilities, ensuring comprehensive understanding.
Sales Associate
Bremerton, Commissary
Bremerton
01.2012 - 01.2018
- Delivered exceptional customer service by greeting patrons and assisting with inquiries.
- Collaborated with sales team members to reach group targets and improve overall performance.
- Managed cash office operations, training two employees in cash handling procedures to ensure accuracy and efficiency.
- Oversaw receiving of truckloads and organized merchandise for timely delivery.
- Restocked shelves regularly, maintaining product availability for customers.
- Identified salvage items and disposed of them appropriately to manage inventory effectively.
- Coordinated office services to streamline operational flow and support team productivity.
- Assisted front-end staff with resolving grocery-related issues promptly.
Education
Associate's Degree - Business Administration
University of Phoenix
Phoenix, AZ01-2007
Skills
- Customer service and support
- Invoicing and compliance
- Regulatory and safety standards
- Microsoft Office proficiency
- Excel and Word expertise
- PowerPoint presentations
- TPX database management
- OnBase knowledge
- De-escalation techniques
- Empathy and patience
- Performance goal achievement
Timeline
Customer Service Representative III
Surprise Motor Vehicle Division
10.2021 - Current
Medical Review - Customer Service Representative 4
State of Arizona- Phoenix Motor Vehicle Division
11.2020 - 10.2021
Customer Service Representative 3
State of Arizona- Surprise Motor Vehicle Division
09.2019 - 11.2020
CDL - Customer Service Representative 3
State of Arizona- Motor Vehicle Division
06.2018 - 09.2019
Sales Associate
Bremerton, Commissary
01.2012 - 01.2018
Associate's Degree - Business Administration
University of Phoenix