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Management Professional

Staffing ~ Training & Development ~ Employee Relations ~ Customer Service

Records Management ~ Conflict Resolution ~ Quality Control ~ Regulatory Compliance

         Demonstrated strengths in administrative management, customer service, public relations, project coordination, process improvements, team-building, and vendor relations.

         Able to combine well-developed managerial expertise with interpersonal skills to exhibit proficiency in hiring, training, coaching, mentoring, performance management, and compensation.

         Contribute dynamic communication skills toward effectively liaising between executives and internal/external stakeholders in support of optimizing customer service.

         Practical problem solver with an excellent blend of business and technical insight.

         Able to operate all types of document scanning, imaging, and microfilming technology and equipment.

         Highly regarded for integrity and commitment to confidentiality; well-versed in HIPAA compliance.

         Solid experience in operating pallet jacks and forklifts while displaying strong attention to safety.

Penn State Hershey Medical Center/Ciox, Hershey, PA, 2016

Client Service Representative (temporary assignment)

         Efficiently responded to and processed medical records requests with rigorous attention to accuracy, quality assurance, and patient privacy laws.

         Effectively cooperated with insurance companies, attorneys, and general public to process medical claims.

         Validated authorizations for release of information (ROI) according to established corporate procedures and HIPAA guidelines.

         Demonstrated courtesy and helpfulness in communicating with patient in writing or via phone.

         Ensured constant adherence to policies, procedures, and state and federal labor regulations to minimize confidentiality breaches.

Pennsylvania Department of Transportation, Harrisburg, PA, 1984 to 2015

Manager, BDL Occupational and Probationary License Unit (2013 to 2015)

         Steadily advanced through a series of promotions to most recently spearheading daily unit operations including monthly reporting, directing staff, evaluating employee performance, and facilitating record retention.

         Strategically assigned and balanced unit resources to provide optimum service coverage.

         Determined and obtained resources and training needed to support and maximize unit effectiveness.

         Prepared and coordinated timely record shipments to state record center.

         Interpreted motor vehicle laws for occupational and probationary license hearings in court.

         Functioned as primary contact for Bureau to customer call center in handling problem or high-priority calls.

Supervisor II, BMV Messenger Services Unit (2011 to 2012)

         Applied strong human resources management skills toward directing team of six, recognizing outstanding performance, delegating assignments, maintaining attendance data, coaching clerks, hiring new staff and administering performance appraisals.

         Motivated, empowered and led unit in delivering top-notch service to messengers to streamline title, registration and driver license applications.

         Diligently monitored and ensured high security levels for Bureau of Motor vehicles (BMV) and Bureau of Driver licensing (BDL) products.

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         Held bi-weekly meetings with staff to identify and swiftly resolve existing or potential concerns.

         Evaluated work containing discrepancies, steered corrective action and provided constructive feedback.

         Performed and coordinated fee accounting and deposit of title/registration and driver license revenues.

         Fostered and maintained unified relationships with Department of Revenue, Legal Bureau, Public Utility Commission and Interstate Commerce Commission.

Supervisor II, BMV Research & Support Unit (2008 to 2011)

         Leveraged excellent leadership talents toward directing team of eight including time and attendance records, labor relations, resolving conflicts, responding to leave requests and implementing disciplinary actions.

         Formulated training materials, instructed personnel in all aspects of unit work and conducted employee evaluations.

         Responded in writing to inquiries from customers and/or other areas within PennDOT.

         Prepared letters for signature of the Department Secretary, Department Sectary for Safety Administration and Bureau Director, including letters originating in the Governor s Office.

         Initiated State Police investigations as a result of suspected vehicle code or crimes code violations.

         Provided testimony for cases in court that involved Pennsylvania title and registration discrepancies.

Supervisor II, BDL Restorations (2006 to 2008)

         Proficiently oversaw work unit of 14 employees and served as Unit Manager during absences.

         Supervised and ensured expeditious processing of forms statements, and other documentation from customers whose driving privileges were revoked.

         Maintained accurate records of revoked licenses returned to Pennsylvania Department of Transportation.

Micrographics Manager, BMV Micrographics (2003 to 2005)

         Efficiently planned, coordinated and directed daily operations within Bureau s micrographic unit including maintenance of high-dollar equipment.

         Reviewed invoices for accuracy and promptly contacted vendors in cases of discrepancies.

         Exercised sharp analytical skills to assess and meet departmental needs concerning microfilm cameras, readers, printers, scanners, fiche equipment, and storage for all records.

         Recommended and facilitated purchase and sale of micrographic equipment as needed.

         Proactively researched and recommended new products, systems and vendors that would enhance department productivity, cost containment and quality levels.

         Responded to labor relation concerns and provided prudent guidance to supervisors on relevant issues.

Scanning and Imaging Supervisor, BDL Micrographics (2001 to 2005)

         Supervised 15 scanning employees and cross-trained retrieval personnel to optimize overall efficiency and minimize labor expenses.

         Completed employee performance evaluations, approved leave requests, and maintained attendance data.

Prior roles included Clerk II, Work Leader, Mail Associate and Clerk I.

FCC License 09-92

Advanced Employee/Labor Relations; Pennsylvania DOT Leadership Academy for Managers; SRM Requisitioning & Receiving TR; Advanced Customer Service, Security Awareness; Purchasing; Management; Facilitation, Medical Records & HIPAA, Facilitation and Employee Coaching, Confidential Records, Customer Fraud, Imaging and Scanning, Technology and Records Management

Microsoft Office Suite (Excel, Word, Access, Outlook, PowerPoint)

Advanced Computer training IntelliMark Computer Center

Computer Learning Network