Mandy Feathers

As a Customer Service Supervisor, I lead a team to deliver exceptional customer experiences while fostering a culture of excellence through coaching and support. I monitor performance metrics, resolve escalated issues, and implement process improvements in collaboration with cross-functional teams. Regular training and data analysis are key to refining skills and identifying opportunities for growth. I work closely with other departments to streamline operations and ensure customer satisfaction, while managing staffing and facility tasks. Ultimately, I strive to maintain high service standards, empower my team, and optimize the overall customer experience.

As a lead worker, I assess applicant documentation for Maryland Driver's Licenses and Identification Cards, ensuring accuracy and compliance with state regulations. I also process vehicle-related services, such as title work and issuing Maryland Plates, while making critical decisions regarding applicant eligibility, including suspensions or disqualifications. I actively assist colleagues with overrides, provide training, and ensure adherence to evolving policies and procedures. Additionally, I manage daily operational tasks like appointment scheduling, revenue summaries, and quality control while maintaining proficiency in the driver licensing system and nationwide platforms like Customer Connect. With seven years of experience, I have demonstrated my readiness for a supervisory role, and my managers support my promotion to take on greater leadership responsibilities.

In my Customer Agent position, I review and verify applicant documentation for Maryland Driver's Licenses and ID Cards, ensuring compliance wiI also facilitate vehicle services, such as title work and the issuance of Maryland Plates, while making eligibility decisions regarding suspensions or disqualifications.s or disqualifications. I provide guidance to colleagues, assist with overrides, and help train junior team members on policy updates and documentation standards. Additionally, I manage daily operational tasks, including scheduling, revenue summaries, and quality control, while using systems like Customer Connect to support customer interactions. With seven years of experience, I am recognized for my proficiency and am eager to transition into a supervisory position to take on more leadership responsibilities.