Lori Wheeler

Responds to applicant inquiries about licenses; asks relevant probing questions to gather information from customers.

Verifies and evaluates pertinent information for each inquiry, including licensing information.

to determine compliance with standards

Ensures all responses provided to customers are in accordance with established practices, guidelines, rules, and regulations.

Handles complaints and inquiries, and explains policies, procedures, and laws to applicants and members of the public.

Looks up and verifies status of the case or license from established computer databases

Answers customer inquiries via chat, email, and other electronic means.

Gathers information from boards and commissions relevant to each customer inquiry.

Works independently to understand customer needs and seeks out ways to proactively address customers with concerns on-line.

Monitors help desk to recommend improvements in content or navigation and develops new ideas, processes, and recommendations to supervisors

• Interpret, explain, and apply policy to individuals, businesses, and County Clerks
• Monitor and integrate changes to regulations and procedures adhering to state and federal policies and procedures
• Develop and update procedure and training manuals for the unit
• Trains new hires in proper procedures, utilization of resources, and best-practice customer service methods; conducts refresher trainings for current employees
• Interpret and Apply title and registration laws correctly
• Provide Zen desk support, answering help desk tickets for Motor Carrier questions in an accurate and timely manner
• Effectively interact and communicate with the public, County Clerks, law enforcement, and other divisions professionally and fairly
• Provide direct assistance and information regarding complex vehicle title and registration issues to County Clerks, auto and finance industry professionals, and concerned consumers.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
• Engaged clients in person and over phone to answer questions and address complaints.

• General duties: onboard volunteers and new employees, coordinate student workers’ responsibilities with supervisor, monitor and document students’ timesheets, prioritize workflow, maintain office supply inventory, independently open/close library
• User/Information service duties: present library information to groups and individuals, answer telephone, problem solving, issue ID cards, assist patrons with MS Office suite and office equipment (copiers, PCs, laptops, & printers), maintain strict confidentiality of patron information
• Circulation duties- checking materials in and out, requesting items from other locations, database searches, shelf-reading, and shelving materials, keep statistics on library functions.
• Assisted librarian with conducting library orientation for new assistants.
• Answered patron questions in-person or by phone regarding library services and resources.
• Educated patrons on use of reference sources, card catalogs and automated information systems.
• Maintained circulation desk for lending periodicals and books to patrons.
• Handled check-in and check-out process of library books and materials at circulation desk.
• Stayed up-to-date on library policies and procedures to smoothly enforce standards.
• Mentored library volunteers and coordinated work assignments.
• Assisted patrons with library's computers and provided information on logging onto Internet.

• COLLEGE
• Provided new students and their family members with information about Motlow College’s policies and procedures
• Established rapport with students, recognizing each student has different goals, aptitudes, and interests
• Facilitated planning educational goals based on students’ interests and abilities
• Presented information on technology and software used by the school to incoming freshmen
• Informed students about academic and extracurricular resources, services, and support programs available.

• Coordinated with unit leadership and direct superiors for taskings and managed subordinates to execute.
• Performed routine and emergency maintenance on communications equipment
• Maintained detailed, accurate equipment logs.
• Completed daily, weekly and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
• Used problem-solving skills to alleviate issues efficiently with minimal supervision.
• Maintained strict confidentiality of information.
• Attended required training sessions and seminars.
• Reported for duty in event of disaster and other serious incidents
• Upheld code of conduct and maintained professionalism in stressful situations.