Daniel Jong Email & Phone Number

Berkeley, Ca

Supported 30,000 internal employees and 4500 external vendors addressing a variety of issues including: purchasing, accounts payable, travel expenses, legal contracts and vendor information. Effectively managed high volumes of over 200 support requests daily with over 90% percentage of resolution and customer satisfaction.Performed on a team which continuously received awards for superior levels of customer service to colleagues and senior management. Also, recognition for work performed of over 99% accuracy regarding audits and cost savings.Developed presentations and conducted user training for employees and vendors, which resulted in high levels of empowerment and efficiency. Applications included: Oracle (formerly PeopleSoft), Ariba, Concur, JP Morgan Order to Pay (formerly Xign), DocSmart Imaging System and Microsoft Suites.Conducted collaborative research with vendors regarding the payments of 200 various branch offices which resulted in saving millions of dollars. This led to the development and implementation of a new process and procedure which resulted in continued cost savings.

Supervised and trained 25 employees who performed vehicle registration, driver license, cashiering, and telephone services to 2000 customers per day. Wrote recommendations, evaluations, and reports which assessed work performance and process improvements. Acted as an on-call DMV expert witness for the local courts.Developed and implemented an improvement process for reducing wait times at the DMV which resulted in a 80% reduction in an average wait time from 75 minutes to 15 minutes per customer. This process was highly successful and generated high levels of customer satisfaction and was modeled and implemented in other DMV offices.Developed and conducted weekly training for new employees and refresher seminars for existing staff which included: earthquake preparedness, Y2K preparedness, operating various photo/video equipment, fingerprinting, vehicle verifications, travel camera, numerous CA state laws, lien sales, court abstract processing, Salespersons Licenses, Ambulance Certificates, Firefighter Licenses, printout interpretation, telephone equipment use and service, stress management, time management, interpersonal relations, excellent customer service and defensive driving.Acted as a DMV liaison and made on-site visits to local law enforcements, fire departments, courthouses, transit organizations, schools, professional athletic organizations to conduct presentations, training, tests and process DMV related transactions.Performed Special Drive Tests to applicants with physical and mental disabilities and law enforcement referrals