Mayra KOKUMO
Phoenix,AZ
Summary
Professional customer service expert who communicates and collaborates effectively with all levels of personnel and provides information to implements process improvements and improve customer experience. Distinct expertise in most aspects of MVD operation, process improvement, positive customer experience, recruiting, strategic planning, training and development, and workforce relationship.
Overview
18
18
years of professional experience
1
1
Certification
Work History
MVD Contact Center Manager
State Of Arizona Department Of Transportation
Phoenix, AZ
06.2020 - Current
- Manage a team of 75 contact center agents, including 5 supervisors, 1 lead and review daily key performances metrics (ASA,AHT and 1st Call Resolution)
- Develop performance management plans, evaluating call statistics, electing areas for improvement resulting in an increase of 20% for the 1st call resolution rate from 40%-60%
- Implemented Lean practices which have eliminate waste from processes so that teams can focus on tasks that create value for the customer
- Established quality standards,including call monitoring, training, talk tracks and standard work and improved the overall customer experience
- Facilitate Contact Center Call Reduction and Motor Carrier PDCA in efforts to reduce calls and create a positive customer experience for both internal and external customers
- Provided continuing customer follow up and personally handling outstanding complaints
- Delegate daily responsibilities to supervisory staff members, monitoring all agents activities to ensure they reflect contact center objectives
- Established and oversee performance targets for contact center associates
- Presented Contact Center Business review and PDCA information to leadership
- Created a team of problem solvers and process improvement mentality with staff members
- Created focused teams to assist with Letter Revision project recommending improvements and FAQ's from the customers perspective
- Participate in Customer Experience(CX) and process mapping meetings to understand business need and make recommendation for improvements.
- Developed training materials for new and existing staff members on call handling procedures, policies, and customer service techniques.
- Worked closely with technical support teams in order to troubleshoot any system related issues quickly.
- Participated in customer experience,process mapping and letter revision meetings and effectively communicate the relevant information to my teams.
Equiptment Operator III
STATE OF ARIZONA-COMMERCIAL DRIVER LICENSE
Goodyear, AZ
07.2013 - Current
- Provide training and work instructions to 10+ employees with interpretation of MVD rules, policies and procedure related to CDL
- Prepare comprehensive, concise reports in a timely manner for management
- Collect fees for motor vehicle transactions, license renewals, duplicates, and reinstatement
- High volume customer service in person
- Assist with inquiries from the public via telephone, email and mail correspondence
- Interact with internal and external agencies as necessary to provide information regarding unit tasks or accounts
- Balance daily receipts and prepare daily cash, checks and credit bank deposits
- Research discrepancies and make correction
- Schedule and conduct skills, road tests and determine if applicants meet standards to operate a commercial vehicle
- Issuance of Commercial Licenses, Driver Licences and Instructional Permits.
Contact Center Level 2 Supervisor
State of Arizona
Phoenix, AZ
11.2016 - 06.2020
- Directed and supervised team of 15 employees in daily operations.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Collaborated with other departments to coordinate workflow processes between teams.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
Contact Center Level 1 Supervisor
State Of Arizona Department Of Transportation
Phoenix, AZ
07.2013 - 11.2016
- Created reports detailing daily activities for management review purposes.
- Ensured compliance with all MVD laws, regulations, policies, and procedures related to contact center operations.
- Assisted agents with complex customer inquiries by providing guidance or escalating issues to appropriate departments when necessary.
- Implemented new processes and procedures that improved overall efficiency of the contact center.
- Oversaw daily operations of the contact center staff scheduling and customer service.
- Analyzed call center data to identify areas of improvement in service delivery and productivity.
- Collaborated with other departments within the organization in order to provide comprehensive support for customers.
- Investigated customer complaints and implemented corrective actions when necessary.
- Led weekly project meetings with internal stakeholders in order to ensure timely completion of projects.
- Maintained a high level of professionalism among team members while providing guidance on how to handle challenging customer interactions.
Customer Service Representative II
STATE OF ARIZONA-COMMERCIAL DRIVER LICENCE
Goodyear, AZ
12.2012 - 07.2013
- Perform data entry in multiple databases, TPX/WIRE, Citrix, Excel, Outlook and Word to create, update and correct customers records
- Verify proof of status documents to ensure applicants meet federal standards to obtain a CDL license
- Process applications and set up customers for written testing
- Schedule and cancel skills/road tests at applicants requests
- Perform action necessary to maintain customer files: make copies, file, and create and/or updating existing records
- Draft correspondence and interact with internal and external agencies as necessary to provide information regarding unit tasks or accounts
- Collect medical suspensions/revocation reinstatement fees and update records
- Submit daily reports, customer counts and tally sheets in a timely manner.
Fiscal Services Specialist I
STATE OF ARIZONA- FUEL TAX LICENSING UNIT
Phoenix, AZ
12.2011 - 12.2012
- Review applications submitted by suppliers, restricted distributor and vendor to obtain fuel license
- Perform research and evaluate supporting documents (IRS documents, business scope, and authorized presence form) to ensure all documents are authentic and correct to process or deny an application
- Prepare, print, review and mail fuel licenses to approved vendors
- Perform account reviews and collect company financial data to increase or reduce bond requirement
- Maintain listing of active suppliers and restricted distributors for publication on MVD's website
- Perform research and make recommendations to assist in annual bond analysis for suppliers
- Maintain weekly and monthly reports for tracking of work received and completed
- Participate on various teams, committees and projects related to Unit functions
- Responsible for tracking and processing incoming certified mail.
Customer Service Representative I
STATE OF ARIZONA-MVD-SERVICEARIZONA
Phoenix, AZ
10.2007 - 12.2011
- Answer a high volume of calls and offer assistance to the public with MVD's website servicearizona.com
- Assist with inquiries and complaints from the public,internal and external agencies by telephone, email and mail correspondence
- Provide technical support to unit employees and customers while processing vehicle renewals, permits, motor vehicle records and other applications
- Calculate appropriate fees and taxes for various MVD transactions
- Complete daily reconciliation reports for 5 departments
- Provide assistance and service to external and other MVD departments via telephone, email and mail correspondence
- Use Word, Excel and Microsoft Outlook to complete daily tasks
- Research and collect important and sensitive information on projects assigned by supervisor and submit on time
- Issuance of refunds.
Customer Service Representative I
STATE OF ARIZONA-MVD-RENEW BY MAIL
Phoenix, AZ
10.2006 - 10.2007
- Communicate effectively with management, work independently, multi-task, establish daily priorities and consistently meet quotas
- Sort, prep and process vehicle renewals in a prompt and timely matter, verifying fee amounts and required documents
- Use of MVD database such as TPX to update, modify motor vehicle records, and research documents related to problem renewals
- Responsible for incoming and outgoing express mail and completing requests in a two-day time frame
- Backup for the departments deposit area, accurately calculating daily check deposits.
Education
GED -
Estrella Mountain Community College
Avondale, AZ, USA01.2006
Skills
- Strategic Planning
- Training and Developing
- Excellent Communication
- Staff Management
- Performance Improvement
- Employee Engagement
- Process Updates
- Business Planning
- Staff Motivation
Languages
Bilingual-English/Spanish
Accomplishments
- Received Big Advocate, The Promoter of Empowerment,The Inclusive Coach,The Authentic Communicator, The Picture of Performance and Mike Cryderman Pin.
Languages
Spanish
Professional
Certification
- Commercial Class A license with P/S endorcements
Timeline
MVD Contact Center Manager
State Of Arizona Department Of Transportation
06.2020 - Current
Contact Center Level 2 Supervisor
State of Arizona
11.2016 - 06.2020
Contact Center Level 1 Supervisor
State Of Arizona Department Of Transportation
07.2013 - 11.2016
Equiptment Operator III
STATE OF ARIZONA-COMMERCIAL DRIVER LICENSE
07.2013 - Current
Customer Service Representative II
STATE OF ARIZONA-COMMERCIAL DRIVER LICENCE
12.2012 - 07.2013
Fiscal Services Specialist I
STATE OF ARIZONA- FUEL TAX LICENSING UNIT
12.2011 - 12.2012
Customer Service Representative I
STATE OF ARIZONA-MVD-SERVICEARIZONA
10.2007 - 12.2011
Customer Service Representative I
STATE OF ARIZONA-MVD-RENEW BY MAIL
10.2006 - 10.2007
GED -
Estrella Mountain Community College
Similar Profiles
Crispina MataCrispina Mata
DBE Compliance Program Manager at State Of Arizona Department Of TransportationDBE Compliance Program Manager at State Of Arizona Department Of Transportation
Melissa MolinaMelissa Molina
Contract Management Specialist III at Arizona Department of TransportationContract Management Specialist III at Arizona Department of Transportation
Christopher KaneChristopher Kane
Highway Maintenance Technician II at Arizona Department of TransportationHighway Maintenance Technician II at Arizona Department of Transportation
Jericka HectorJericka Hector
Background Investigator at Maricopa County Adult Probation DepartmentBackground Investigator at Maricopa County Adult Probation Department
Albert MoralesAlbert Morales
Department Instructor at U-Haul InternationalDepartment Instructor at U-Haul International