Summary
Overview
Work History
Education
Skills
Training
Timeline
Generic

Laura L. Pagano-Williams

Wenonah

Summary

Dedicated customer support professional with 20 years of customer service experience. Excel in analyzing information and interpreting policies/regulations. Effectively manage multiple responsibilities and take pride in providing exemplary customer service.

Overview

22
22
years of professional experience

Work History

Records Technician 3 and 2

New Jersey Motor Vehicle Services
Thorofare
08.2011 - 06.2025
  • Conducted reviews and analyses of driver records to verify compliance with laws, rules, regulations, and policies.
  • Perform searches of licenses, registrations, and title transaction errors on various systems to correct erroneous transactions and ensure accuracy of database information.
  • Ensured accuracy and compliance of titles, registrations, and driver license records through regular updates and maintenance.
  • Communicate with customers to obtain additional information to take corrective action on transactions.
  • Compose accurate, concise letters about departmental transactions containing findings, conclusions, estimates, and recommendations.
  • Created daily worksheets to document system transactions and update the supervisor on work-related accomplishments.
  • Processed vehicle registration applications and maintained accurate records.
  • Assisted customers in understanding motor vehicle regulations and procedures.
  • Conducted regular audits of records to ensure compliance and accuracy.
  • Updated and maintained the database of motor vehicle titles and registrations.
  • Maintained files and retrieved information from computer and manual filing systems.
  • Entered data and prepared documents, spreadsheets, reports and other materials.
  • Assisted customers by answering routine administrative questions and resolving problems.
  • Performed basic troubleshooting and maintenance for microfilming, scanning and other office equipment.
  • Managed incoming and outgoing mail, parcels and other correspondence by shipping, sorting and distributing.
  • Ensured compliance with all applicable policies regarding the handling of confidential materials.
  • Scanned paper documents into electronic format for storage in computer databases.
  • Audited existing records to ensure accuracy and completeness prior to archiving.

Support Services Representative 3

New Jersey Motor Vehicle Services
Thorofare
02.2005 - 08.2011
  • Addressed customer queries while maintaining a professional image.
  • Followed Motor Vehicle regulations and policies diligently.
  • Managed clerical work and routine administrative tasks to support departmental operations.
  • Fulfilled additional responsibilities to ensure workflow efficiency.
  • Review and validate customer identification, registration and titles.
  • Perform multiple Agency and Suspension functions as needed.
  • Assisted customers with questions and inquiries to ensure timely resolution.
  • Provide administrative support within an office environment.
  • Processed transactions for driver's licenses, identification cards, and vehicle registrations.
  • Assisted customers with vehicle registrations and licensing inquiries.
  • Maintained accurate records of customer interactions and transactions.
  • Managed scheduling for appointments related to license and vehicle registration renewals.
  • Maintained accurate records of customer interactions including notes on resolutions provided.

Cashier

Shop Rite
Glassboro
07.2004 - 02.2005
  • Operated cash register to efficiently process payments through multiple methods, ensuring accuracy.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Processed sales transactions and maintained accurate records for all customer purchases.
  • Met customer service standards while managing cash register operations.
  • Managed cash register operations and balanced drawers at shift end.
  • Credit, refund, discount and issue a receipt per the customer's request.
  • Welcomed customers and provided assistance at the checkout area.
  • Assisted customers with product inquiries and provided exceptional service.
  • Maintained cleanliness and organization of checkout area for optimal customer experience.
  • Supported inventory management by restocking shelves as needed during shifts.
  • Completed tasks delegated by management.

Customer Service Representative

Arbys Resturant
Glassboro
04.2003 - 07.2004
  • Resolved customer issues with knowledgeable and friendly service, contributing to high customer satisfaction and loyalty.
  • Assisted customers with menu selections and answered inquiries.
  • Managed cash register operations, ensuring accurate processing of customer payments and maintaining financial integrity.
  • Collaborated with team members to ensure efficient service delivery.
  • Trained new employees on customer service protocols, enhancing team competency and service quality.
  • Maintained cleanliness and organization of dining area and workstations.
  • Prepared food items according to safety and quality standards.

Education

Undeclared Major -

Gloucester County College
Sewell, NJ
05.2005

Major in Business -

Gloucester County Institute of Technology
Sewell, NJ
06.2003

Skills

  • Record analysis
  • Data entry
  • Transaction processing
  • Database maintenance
  • Document scanning
  • Administrative support
  • Appointment scheduling
  • Phone answering
  • Clerical skills
  • Computer operations
  • Computer proficiency
  • Confidentiality protocols
  • Attention to Detail
  • Time management
  • Problem solving
  • Customer communication
  • Team collaboration
  • Conflict resolution
  • Strong Work Ethic
  • Adaptable
  • Team Player
  • Good Communicator
  • Effective communication
  • Reflective Listener
  • Tact
  • Computer proficiency
  • Patient data confidentiality

Training

  • Customer Service
  • Completed Medical Terminology Course approved by AAPC
  • Completed CPT, ICD-10-CM, HCPCS Level II Coding Course approved by AAPC
  • Will Be Testing for CPC Certification in April 2026

 

Timeline

Records Technician 3 and 2

New Jersey Motor Vehicle Services
08.2011 - 06.2025

Support Services Representative 3

New Jersey Motor Vehicle Services
02.2005 - 08.2011

Cashier

Shop Rite
07.2004 - 02.2005

Customer Service Representative

Arbys Resturant
04.2003 - 07.2004

Undeclared Major -

Gloucester County College

Major in Business -

Gloucester County Institute of Technology

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Laura L. Pagano-Williams