Lakesha Holliway
Washington,DC
Summary
An accomplished results-driven professional with 27 years of experience with expertise in creating and implementing programs to improve business operations, customer service, change management, and communication. 21 years of experience processing customer transactions in all areas of the Department’s Service Center operations. These areas include first time vehicle registration, registration renewals, learner permits, driver’s permit and renewal, ART system for road test, commercial operator’s permits, non-driver identification cards, residential parking permits (RPP), reciprocity parking permits, title transactions and related administrative support functions. Strong relationship-building and effective collaboration with management, coworkers, and customers. Unwavering commitment to customer service, with ability to build productive relationships and resolve complex issues. Superb ability to multitask, able to handle multiple duties and responsibilities without sacrificing work quality.
Overview
32
32
years of professional experience
Work History
Legal Instruments Examiner
DC Department of Motor Vehicles
01.2001 - Current
- Diffuse and resolve various customer situations while maintaining balance between regulation as well as department policy and procedures
- Process and prescreen customers over the phone, in person or by mail to identify eligibility of documents to obtain service and provide high quality customer service by responding empathically to customers with document barriers or other related issues
- Accepts and examines applications and supporting documents for eligibility based upon established guidelines from District of Columbia of Motor Vehicles legislation, laws, regulations and policies
- Provides information regarding the rules or regulations orally and in writing.
- Responds to customers request for information with courtesy, tack and efficiency
- Utilizes internal systems to process driver licenses, learners permit, vehicle registrations, identification cards, residential parking permits, title transactions, insurance verification and other related administrative support functions and ticket processing support functions
- Knowledge of a wide assortment of documents to certify authenticity to guard against acceptance of forged or counterfeit documents
- Interacts with every aspect of DMV operations and outside vendors of supplies and services
- Provide guidance to staff in dealing with customer’s matters and corrective action
- Performs a variety of office duties including filing, records maintenance and upgrade, typing, word processing and faxing. Operates office equipment such as personal computers, scanners, calculators, fax machines and other telecommunications equipment
- Assist new employees in cross training and problem resolution and makes proposal to minimize ongoing service problems
- Uses experienced judgment in selecting alternatives when established guidelines are not available
- Identified potential DMV operational issues and suggested process enhancements based on customer phone calls and in person customer interactions
Customer Service Representative- Sales
Department of Employment Services
01.2001 - 01.2002
- Assisted with classroom scheduling process and staff scheduling process as needed
- Registered clients for work courses, job readiness classes and on the job training with a variety of vendors sourced through DOES programs
- Handled multi line telephone system while demonstrating excellent telephone Etiquette
- Assisted in screening of vendors for out sourcing of work for clients
- Assisted with various needs of clients in person and over the telephone
- Performed a wide variety of office duties including filing, records maintenance and upgrade, typing, word processing and faxing.
- Set-up & Open class rooms for job training classes held that day. Ensured the trainer was stocked with white board supplies, paper and pencils for clients.
Receptionist
District of Columbia Housing Authority
01.1994 - 01.2001
- Prepared a variety of complex documents: Correspondence, Memorandums
- Analyzed, categorized, prioritized, and responded to mail within scope of knowledge and authority.
- Developed, implemented, and maintained tracking and filing systems of clients case documentations.
- Scheduled appointments, maintained documents and organized files according to projects.
- Prioritized multiple tasks and handled tight projects deadline
- Greet visitors who arrives to the Office and offer assistance
- Handled high volume of switchboard calls using the HiPath 1150 PABX system (i.e. took accurate messages and ensured they were delivered via email and hand delivered
Education
Diploma -
01.1994
Diploma Award 1994
Skills
- Adaptability & Flexibility
- Attention to Detail
- Collaboration & Teamwork
- Interpersonal Skills
- Leadership Skills
- Problem-Solving & Analytical Thinking
- Time Management
- Transferable Skills
- Communication Oral/Written
- Business Process Improvement
- High-Impact Presentation & Public Speaking
Training
- DMV Customer Service
- Cultural Competency Training
- Destiny Build Training
- Fraudulent Document Training
- Bullying in the Workplace
- DMV DRIVE
- OCTO Cyber Security
- Vision Zero Traffic Safety Training
- Polishing Your Skills for Ex
- Handling People with Tact
- Personal Comp and Win XP
- LGBT Cultural Competency Online
- Ethic Standards- DC Employees
- Interacting with Customers
Timeline
Legal Instruments Examiner - DC Department of Motor Vehicles
01.2001 - Current
Customer Service Representative- Sales - Department of Employment Services
01.2001 - 01.2002
Receptionist - District of Columbia Housing Authority
01.1994 - 01.2001
Anacostia High School - Diploma,
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