Shelbi Smith

Directed processing of high volumes of vehicle title and registration transactions, achieving accuracy and efficiency in a fast-paced environment. Led customer service initiatives by resolving inquiries, complaints, and complex cases related to motor vehicle laws and regulations. Oversaw maintenance of accurate records and documentation in state databases, promoting compliance with agency policies. Championed customer education on state requirements, minimizing errors and repeat visits while safeguarding sensitive personal and financial information. Leveraged expertise in motor vehicle laws, regulations, and compliance procedures to enhance operational effectiveness. Supervised records management and data entry accuracy, employing investigative and auditing techniques for thorough document review. Applied critical thinking and problem-solving skills to analyze complex records and rectify discrepancies. Fostered clear communication of complex rules to the public through effective verbal and written skills. Enhanced information-gathering and interviewing processes. Prioritized tasks and managed time effectively, ensuring high attention to detail and accuracy in workload management.

While working for the City of Wichita Falls I answered high-volume emergency and non-emergency calls, prioritizing incidents based on severity and risk. I accurately gathered critical information from callers to ensure appropriate and timely response and maintained composure while assisting distressed or panicked callers during emergencies. I coordinated police, fire, and EMS response using computer-aided dispatch systems. I monitored multiple radio channels and units simultaneously to ensure efficient communication. I also reduced response times by effectively prioritizing and routing emergency personnel. I de-escalated high-stress or volatile situations through clear and calm communication and managed critical incidents involving multiple agencies and evolving conditions. I dealt with radio communication systems and emergency call handling protocols with 911 systems as well as data entry and multi-system monitoring. While working their i developed clear, concise verbal communication under pressure, active listening, and the ability to give precise instructions quickly.

I was a Department Manger for 4 out of the 6 years I worked for Walmart. My primary duties were to manage and supervise retail staff, oversee customer service, grow department sales and meet performance goals, and was in charge of inventory control. In that time I significantly increased sales and was recognized by the General Manager at the time for my exemplary customer service ethic.