Hi, I’m
Nancy Sotomayor
Ramah,CO
People don't care how much you know until they know how much you care.
Theodore Roosevelt
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
25
years of professional experience
Work History
Property Sync Software Systems LLCHayden, ID
Director of Client Success
01.2022 - 04.2024
Job overview
- Collaborated with sales, marketing, product, and customer service teams to ensure client satisfaction.
- Monitored customer feedback and identified opportunities for improvement in customer experience.
- Provided guidance and support on best practices for utilizing our products or services effectively.
- Created processes that enable efficient communication between internal teams and external clients.
- Established relationships with key stakeholders at all levels within the organization to ensure successful delivery of projects.
- Identified potential risks associated with client engagements and developed strategies to mitigate them.
- Evaluated current processes for delivering services or products to customers and suggested improvements where necessary.
- Proposed or approved modifications to project plans.
- Assisted in resolving any conflicts between customers and internal teams quickly and efficiently.
- Resolved client issues by correcting immediate problems and communicating with staff.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Douglas County HospitalCastle Rock, CO
Deputy of Recording
02.2005 - 01.2022
Job overview
- Prepared and maintained official records, documents, and reports.
- Digitized historical contracts, deeds, resolutions, ordinances, and other legal documents.
- Reviewed incoming correspondence for accuracy and completeness.
- Ensured that all financial transactions were properly recorded and reported.
- Compiled and provided data to be used in budget preparation and forecasting.
- Responded to inquiries from citizens regarding County, State or Federal services or regulations.
- Coordinated with various departments to ensure compliance with policies, procedures and regulations.
- Maintained inventory of office supplies; placed orders as needed.
- Performed data entry tasks into Land Record Management system and proficiently used MS Office Suite to complete other tasks.
- Created spreadsheets to track budgets and expenditures.
- Researched relevant state statutes related to County operations.
- Processed payroll information including time sheets, pay rates.
- Prepared bank deposits; reconciled bank statements monthly.
- Responded to inquiries about applicable laws and regulations from elected officials and agencies.
- Fulfilled public information requests related to statutes, policies and resolutions.
- Managed public relations problems with discretion and courtesy to maintain positive public image.
- Assisted with administration of County elections.
- Delivered high-quality customer service through deep commitment to knowledge and performance.
- Answered multi-line telephone system and routed calls to appropriate personnel.
- Received and distributed incoming mail, messages and packages to appropriate individuals.
- Communicated with customers and employees to answer questions or explain information.
- Followed confidentiality rules to preserve data quality and reduce potential information compromise.
- Directed clients and guests to correct departments, rooms and staff members.
- Coordinated company records and resources to assist team members with special projects.
- Reviewed files, records and other documents to obtain information or respond to requests.
- Communicated with customers, employees and vendors to answer questions and address complaints.
- Completed work schedules, managed calendars and arranged appointments.
- Trained staff members to perform work activities and use computer applications.
- Scheduled meetings and coordinated materials to be distributed to attendees.
- Coordinated office activities to streamline operations and promote compliance with organizational policies.
- Identified issues and utilized emotional intelligence and diplomatic communication to defuse.
- Monitored and directed work of lower-level clerks.
- Collaborated with the IT Department on system and software upgrades, security issues and hardware replacement
- Actively participated in and led several local, state and national workgroups dedicated to preserving public records.
Douglas County HospitalCastle Rock, CO
Motor Vehicle Branch Supervisor
04.1999 - 02.2005
Job overview
- Provided guidance and support to branch staff in daily operations.
- Developed and implemented policies and procedures for the branch.
- Supervised, coached, and evaluated staff performance.
- Conducted regular staff meetings to discuss customer service issues and set goals.
- Established performance standards, monitored employee productivity, and provided feedback on performance.
- Ensured compliance with state regulations, laws, and policies.
- Resolved customer complaints regarding services.
- Identified areas of improvement for operational efficiency at the branch level.
- Maintained a strong relationship with customers through proactive communication and follow-up activities.
- Analyzed customer data to identify trends in customer behavior.
- Reconciled discrepancies between daily transaction records and general ledger accounts.
- Performed annual reviews of all personnel files including job descriptions and qualifications.
- Managed day-to-day operations such as scheduling shifts for employees and ordering supplies.
- Encouraged employee development through training, coaching and motivational strategies.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Interpreted and explained work procedures and policies to staff.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Guided employees in handling difficult or complex problems.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Recruited, interviewed and selected employees to fill vacant roles.
Education
Doane UniversityCrete, NE
Bachelor of Arts from Early Childhood Education
05-1994
University Overview
- Member of Omega Psi Theta, 1992
- Outfielder for Varsity Softball, 1990 to 1993
Skills
- Customer Needs Assessment
- Chat Platforms
- Clear Communication Skills
- Relationship Building And Management
- Staff Mentoring & Leadership
- Strategic Planning
- Customer-Facing Communication
- Training And Mentoring
- Customer Relationship Building
- Product And Service Knowledge
- Service Solution Development
- Project Implementation
- Project Management Abilities
- Staff Education And Training
- Scheduling
- Inter-Department Collaboration
- Appointment Scheduling
- Developing Partnerships
- Process Optimization
Affiliations
- Spending time with my family
- Gardening
- Cooking
- Listening to music
Accomplishments
- PRIA Member (Board of Directors At Large Member)
- Big Sandy School Board Member and Secretary Treasurer (2015-2023)
- Ramah Town Board Trustee
Languages
English
Full Professional
Timeline
Director of Client Success
Property Sync Software Systems LLC
01.2022 - 04.2024
Deputy of Recording
Douglas County Hospital
02.2005 - 01.2022
Motor Vehicle Branch Supervisor
Douglas County Hospital
04.1999 - 02.2005
Doane University
Bachelor of Arts from Early Childhood Education
References
References available upon request.
References
References available upon request.