Mark Lucero

• Maintained and managed an office in a professional manner while keeping a safe environment for employees and patrons.
• Managed a staff consisting of one under supervisor and a minimum of 10 employees on a weekly basis.
• Maximized performance by monitoring daily activities and mentoring team members while maintaining a KPI ( key performance indicators) measurements of 30 transactions per hour and keeping transactions to under 10 minutes per process for each customer on a daily basis.
• Cross-trained existing employees to maximize team performance and keeping staff aware of new state and federal laws and regulations.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Accomplished multiple tasks within established timeframes.
• Assisted in organizing and overseeing assignments to drive operational excellence such as processing dealer , bank and credit union transactions such as title transfers and adding and perfecting liens.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Improved staffing during busy periods by maintaining employee schedules and monitoring call-outs.
• Evaluated employee performance and conveyed constructive feedback to improve skills in a positive manner by providing quarterly and yearly evaluations.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement with required trainings.
• Maintained professional demeanor by staying calm when addressing unhappy or angry/irate customers.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions both with customers
• Maintained compliance of corrective action with staff in a progressive disciplinary process manner aiming to give employees a fair opportunity to correct their behavior through warnings, counseling up to potential formal discipline like written reprimands before ultimately leading to termination as a final step. Benefits include improved performance, a fair and transparent workplace and valuable documentation of the process.
• Trained personnel in equipment maintenance and enforced state and federal law changes and new or updated regulations so employees can use this participation to focus on developing key skills within the department.
• Direct liaison as custodian of record for State of New Mexico MVD in regards to city, county, state and federal court cases involving dissemination of evidence of official records of confidential documentation and was tasked to ensure records were properly kept.
• Reviewed and verified all office records and documentation submitted by all clients for submission for digital storage and retention.
• Processed Daily Cash and check deposits to include balancing each staff member to make sure all transactions were completed.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Addressed customer account discrepancies and concerns.
• Responsible of data entry of customers requests for vehicle titles, drivers licenses , license reinstatement requirements and customer services needs while maintaining confidentiality and compliance of state laws and regulations.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Responded proactively and positively to rapid change of policies and procedures to be consistent within law and regulation policies of state laws and procedure requirements.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Met and maintained customer guidelines for service levels of 30 or more transactions an hour. Handle and productivity in a timely manner in regards to KPI (key performance indicators) requirements of state requirements.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered prompt service to prioritize customer needs.
• Increased efficiency and performance by being engaged and responsive to team member productivity and providing feedback.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of policies and services while creating a welcoming and positive experience.
• Assisted and resolved customer issues to maintain high standards of customer service.
• Enhanced productivity levels by anticipating office needs and delivering outstanding support.
• Responded to management requests, offering excellent support and tailored recommendations to address office needs.
• Maintained up-to-date knowledge of laws and regulations changes.
• Investigated and resolved customer inquiries and complaints quickly.
• Identified and resolved discrepancies and errors in customer accounts while maintaining confidentiality.
• Cross-trained and backed up other customer service agents as needed.

• Helped customers navigate choices between services with support for questions or queries in regards to Point of Sale services.
• Assisted clients throughout installation process and provided after hours support to assess satisfaction and resolve problems.
• Used CRM software to record customer interactions and track installation and maintenance repair activities for review and follow-up.
• Prepared and demonstrated Point of Sale features and benefits to address specific customer wants and needs at customer's location or at special events.

• Worked different shifts processing approvals and denials of credit card transactions with merchants for business transactions via a phone system.

• Provided customer service information in query system.