Rochelle Player

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• Knowledge in answering customer questions and provide customer service for vehicle or credential records through system research, document review, and service history. Data entry and review are required.
• Knowledge in administer testing including operator knowledge and skills testing. Conduct level I vehicle inspections to include VIN validation. Capture customers' photos, signatures, and application information for credential eligibility/issuance.
• Knowledge in process credentials and title work which includes examining documents and applications for accuracy, validity, and security required to meet and ad adheres to ADOT and MVD rules, statutes (ARS Title 28), policies, and procedures.
• Knowledge in determine, collect, and evaluate fees, and use general accounting procedures to balance accounts. Secure and protect all personal identity information (PII) and inventory
• Knowledge of ADOT MVD rules, regulations, processes, and procedures
• Execute customer service principles and best practices.

• Collected and reported monthly expense variances and explanations.
• Provided journal entries and performed accounting on accrual basis.
• Prepared working papers, reports and supporting documentation for audit findings.
• Monitored compliance with company policies and regulatory requirements throughout all stages of the reconciliation process.
• Established strong relationships with clients, fostering open communication channels for prompt issue resolution.
• Developed comprehensive reports for management, highlighting key findings from account reconciliations.
• Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
• Reviewed vendor invoices for appropriate documentation and validity prior to payment.
• Provided exceptional customer service when addressing client inquiries regarding billing or payment matters, resulting in improved client satisfaction levels.
• Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
• Managed high-volume invoice processing tasks while consistently meeting tight deadlines for vendor payments.
• Recorded deposits, reconciled monthly bank accounts and tracked expenses.
• Developed monthly, quarterly and annual profit and loss statements and balance sheets.
• Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
• Provided purchase information to support budget planning, expenditures and financial commitments.
• Coordinated with finance department to reconcile invoices, ensuring accurate payment processing and timely resolution of discrepancies.
• Assisted with preparation of purchase orders and letters of agreement (LOA).
• Created purchase orders to monitor stock levels, verify purchase requisitions, and expedite customer orders.

• Promoted positive work environment through open communication channels, fostering team collaboration and high morale.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality.
• Enhanced team productivity through regular coaching, feedback, and performance evaluations.
• Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
• Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
• Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
• Monitored call center data to assess trends, proactively implementing solutions for identified issues.
• Resolved escalated customer complaints, ensuring satisfaction and loyalty.
• Monitored and analyzed call metrics to identify trends and areas for process enhancement.
• Reduced employee turnover by creating supportive and engaging work environment.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Monitored front areas so that questions could be promptly addressed.
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
• Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
• Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
• Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.