KRISTEN JAMES
Moreno Valley
Summary
Results-driven Customer Service and Operations Leader with extensive experience in high-volume environments, team leadership, and regulatory compliance. Proven ability to improve customer satisfaction, resolve escalations, and meet performance metrics including KPI, AHT, and FCR. Strong background in operations management, workforce planning, and cross-functional coordination with a focus on efficiency, accuracy, and service excellence.
Overview
20
20
years of professional experience
Work History
Motor Vehicle Representative (Contact Center)
Department of Motor Vehicles (DMV)
03.2026 - Current
- Provide high-volume inbound customer support for driver licenses, identification cards, vehicle registration, title transfers, and REAL ID requirements
- Interpret and apply California Vehicle Code, policies, and procedures to ensure compliance and accuracy
- Resolve complex customer inquiries, complaints, and escalations using strong problem-solving skills
- Maintain accurate case documentation and data entry while ensuring confidentiality
- Meet and exceed performance metrics including AHT, FCR, and call quality
- Communicate effectively with diverse populations in a fast-paced environment
Field Representative
Department of Motor Vehicles (DMV)
Riverside East
02.2023 - 03.2026
- Delivered high-volume, in-person customer service processing licenses, IDs, vehicle registration, and REAL ID applications
- Verified identity and residency documents using fraud detection and validation techniques
- Processed title transfers, registration renewals, ownership changes, and lien documentation
- Administered knowledge, vision, and road tests in compliance with state standards
- Managed customer flow and queue systems to improve efficiency
- Handled cash, check, and credit transactions with financial accountability
- Maintained accurate records and ensured compliance with confidentiality standards
- Resolved escalated customer concerns with a customer-first approach
Operations Manager
Bed Bath & Beyond
10.2018 - 02.2023
- Directed daily operations across multiple departments, overseeing 30+ employees
- Managed scheduling, payroll, and labor allocation to optimize workforce efficiency
- Led hiring, onboarding, and training of staff
- Monitored KPIs and performance metrics, consistently meeting business goals
- Oversaw cash handling, deposits, and loss prevention controls
- Managed inventory, merchandising, and stock flow
- Resolved customer escalations and improved customer satisfaction
Department Manager
JCPenney
01.2010 - 10.2018
- Analyzed sales performance and customer trends to improve KPIs and revenue
- Developed data-driven strategies to enhance customer engagement
- Supervised and coached team members to improve productivity
- Optimized merchandising and inventory placement
- Managed customer issues and escalations
Dental Assistant / Front Office Support
Western Dental
03.2006 - 01.2010
- Assisted in chairside procedures while maintaining safety and sterilization standards
- Performed X-rays and ensured compliance with infection control protocols
- Educated patients on treatment plans and post-care
- Answered phones, scheduled appointments, and managed front office workflow
- Verified insurance and submitted claims accurately and timely
- Conducted follow-ups with patients and insurance providers
- Maintained patient records and ensured confidentiality
- Delivered strong customer service and patient care
Education
Dental Assistant Program -
Bryman Vocational College
San Bernardino, CASkills
- Customer Service & Customer Satisfaction (CSAT)
- High-Volume Call Center & Frontline Operations
- Team Leadership & Employee Development
- Conflict Resolution & Escalation Management
- Performance Metrics (KPI, AHT, FCR)
- Workforce Planning & Scheduling
- Regulatory Compliance & Policy Interpretation
- Data Entry & Records Management
- Fraud Detection & Identity Verification
- Cash Handling & Financial Accountability
- Multitasking & Time Management
- Cross-Functional Communication
Timeline
Motor Vehicle Representative (Contact Center)
Department of Motor Vehicles (DMV)
03.2026 - Current
Field Representative
Department of Motor Vehicles (DMV)
02.2023 - 03.2026
Operations Manager
Bed Bath & Beyond
10.2018 - 02.2023
Department Manager
JCPenney
01.2010 - 10.2018
Dental Assistant / Front Office Support
Western Dental
03.2006 - 01.2010
Dental Assistant Program -
Bryman Vocational College