Sophia Smith
Elk Grove,CA
Summary
Experienced Assistant Division Chief/Program Manager with an analytical and driven approach to overseeing Command Center and Contact Center operations. Successful at establishing strong business practices, adhering to compliance requirements and promoting enhancements. Confident and proactive leader with in-depth understanding of diverse areas such as operational oversight, human resources, labor relations, and administration. Ready to apply 26 years of experience to a challenging new role with room for advancement.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Assistant Division Chief/Program Manager
State Of California Department Of Motor Vehicles
Sacramento , CA
05.2019 - Current
- Supervised daily planning, coordination and administration for division operations for 800+ staff.
- Handled escalated complaints involving division operations and work of personnel under supervision.
- Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
- Exercised independent judgment in onboarding, training and motivating division staff to maximize performance.
- Communicated and collaborated with stakeholders to achieve division objectives.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Tracked trends and suggested enhancements to both challenge and refine department's product offerings.
Manager IV and Acting Manager V -Contact Center
State Of California Department Of Motor Vehicles
Sacramento, CA
10.2016 - 05.2019
- Established and oversaw performance targets for 150+ call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
Manager III - Customer Communications Section
State Of California Department Of Motor Vehicles
Sacramento, CA
06.2010 - 10.2016
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring of 15 team members.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
Manager III - Policy
State Of California Department Of Motor Vehicles
Sacramento, CA
02.2009 - 05.2010
- Accomplished multiple tasks within established timeframes.
- Cross-trained 20+ existing employees to maximize team agility and performance.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Manager I and Manager II - Operations
State Of California Department Of Motor Vehicles
Sacramento, CA
04.2005 - 01.2009
- Established positive and effective communication among 100+ unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Advanced productivity KPIs by leading trainings on procedures and safety practices.
- Trained new employees on proper protocols and customer service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Senior Motor Vehicle Technician
State Of California Department Of Motor Vehicles
Sacramento, CA
02.2002 - 03.2005
- Assisted 150 customer's per day with complex vehicle registration and driver license transaction's.
- Completed analysis of fraud applications.
- Completed job reports and logs immediately following calls.
- Maintained quality assurance and customer satisfaction objectives.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Stayed up-to-date on laws and licensing requirements to complete accurate and efficient reviews.
- Prepared variety of different written communications, reports and documents
- Participated in team-building activities to enhance working relationships
- Conducted research, gathered information from multiple sources and presented results
Motor Vehicle Field Representative
State Of California Department Of Motor Vehicles
Fairfield, CA
03.1996 - 01.2002
- Maintained quality assurance and customer satisfaction objectives.
- Assisted 150+ customers with vehicle registration and driver license transactions.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Stayed up-to-date on laws and licensing requirements to complete accurate and efficient reviews.
- Informed customers by mail or telephone of additional steps needed to obtain licenses.
- Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data
- Informed customers by mail or telephone of additional steps needed to obtain licenses
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties
- Responded to requests for information from public, other municipalities or state and federal legislative offices
Education
General Studies
Solano Community College
Fairfield, CACompletion of Real Estate School - Real Estate
Accredited Real Estate Schools
Fair Oaks 04.2019
Skills
- Department Oversight
- Administrative Management
- Business Leadership
- Operational Efficiency
- Performance Monitoring and Evaluation
- Human Resources Oversight
- Hiring and Onboarding
- Operational Records Review
- Customer Trend Analysis
- Records Organization and Management
- Labor Relations Oversight
- Budgeting and Expenditures
Accomplishments
- Graduate of the UC Davis Leadership Development Academy- Executive Program - July 2022
- Supervised team of 150 staff members in a contact center
- Collaborated with a team of 22 people in the development of a live chat program, and customer relationship management system for a contact center platform
- Oversees a Command Center for three contact centers with 800+ employees
Certification
- Licensed Real Estate Agent - Since April 2019
Timeline
Assistant Division Chief/Program Manager
State Of California Department Of Motor Vehicles
05.2019 - Current
Manager IV and Acting Manager V -Contact Center
State Of California Department Of Motor Vehicles
10.2016 - 05.2019
Manager III - Customer Communications Section
State Of California Department Of Motor Vehicles
06.2010 - 10.2016
Manager III - Policy
State Of California Department Of Motor Vehicles
02.2009 - 05.2010
Manager I and Manager II - Operations
State Of California Department Of Motor Vehicles
04.2005 - 01.2009
Senior Motor Vehicle Technician
State Of California Department Of Motor Vehicles
02.2002 - 03.2005
Motor Vehicle Field Representative
State Of California Department Of Motor Vehicles
03.1996 - 01.2002
General Studies
Solano Community College
Completion of Real Estate School - Real Estate
Accredited Real Estate Schools
- Licensed Real Estate Agent - Since April 2019
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