John Holland
Steamboat Springs,CO
Summary
Proven expertise in maintaining confidentiality and enhancing customer satisfaction, demonstrated at the Colorado Department of Revenue. Skilled in document administration and verification. Excelled at resolving complex license issues and improving document compliance. Achieved significant improvements in customer trust through effective negotiation and relationship-building.
Detailed Drivers License Examiner II with eight years of experience preparing and processing license documents for instate renewal or transfer of out of state licenses. Expertise in checking documents for completeness, preparing routine reports and maintaining electronic and paper records. Resourceful and competent individual knowledgeable in Department of Revenue online systems. Thorough Examiner II with 8 years of experience in the examiner and document verification field. Strong knowledge of resolution procedures and account settlement. Experienced handling irate and problematic customers. Organized and professional in stressful situations.
Overview
38
38
years of professional experience
Work History
Drivers License Examiner II
Colorado Department of Revenue
04.2006 - 09.2014
- Maintained confidentiality and security of personal information to protect customer privacy and prevent identity theft.
- Performed routine data entry or document management for approximately 15 customers per day.
- Contributed positively to organizational reputation by consistently demonstrating professionalism, integrity, and expertise in the role of Drivers Examiner.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
- Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
- Processed payments for fees, maintained accurate drawers, issued receipts, and updated account balances.
- Created documents with applicant information and verified data against Department of Revenue database information.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Assisted customers with complex license issues, providing guidance and support throughout the resolution process.
- Minimized risk of fraud, conducting in-depth verification of presented documents and identification on valid licenses.
- Updated operational records or licensing information using computer terminals.
Group Sales Representative
Steamboat Ski Corporation
12.2002 - 04.2003
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Kept detailed records of daily activities through online customer database.
- Recorded accurate and efficient records in customer database.
Collector Student Loans
University Of Northern Colorado
05.1998 - 08.2002
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Evaluated, researched and resolved discrepancies.
- Negotiated timely settlements, reduced number of long-term delinquent accounts.
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Used skip tracing and other techniques to locate debtors.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Business Office Manager
Routt Memorial Hospital (now YVMC)
05.1976 - 04.1989
- Managed Business Office operations, ensuring accurate budgeting and timely invoice and claims processing.
- Updated reports, managed accounts, and generated reports for company database.
- Resolved financial discrepancies and customer billing issues with timely attention.
- Coordinated staff schedules, adjusting workloads to maximize productivity and meet deadlines.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Conducted performance evaluations for employees, identifying areas for improvement and providing constructive feedback.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved workflow efficiency by streamlining office processes and implementing new software solutions.
Education
Bachelor of Science - Business Administrative Management
California State University, Los Angeles
Los Angeles, CA1974
Skills
- Empathy and sensitivity
- Customer service relationships
- Dispute resolution
- Records maintenance
- Claims processing
- Money and bank handling
- Bank deposits
- Report preparation
Timeline
Drivers License Examiner II
Colorado Department of Revenue
04.2006 - 09.2014
Group Sales Representative
Steamboat Ski Corporation
12.2002 - 04.2003
Collector Student Loans
University Of Northern Colorado
05.1998 - 08.2002
Business Office Manager
Routt Memorial Hospital (now YVMC)
05.1976 - 04.1989
Bachelor of Science - Business Administrative Management
California State University, Los Angeles
Similar Profiles
Rebecca ShullRebecca Shull
Auditor II at Colorado Department of Revenue, State of ColoradoAuditor II at Colorado Department of Revenue, State of Colorado
Kanboa XiongKanboa Xiong
Compliance Investigator II, Marijuana Enforcement at Colorado Department of RevenueCompliance Investigator II, Marijuana Enforcement at Colorado Department of Revenue
Jennifer JohnsonJennifer Johnson
Driver License Technician II at Colorado Department of RevenueDriver License Technician II at Colorado Department of Revenue