The DFPI has selected Sophia Smith as new Deputy Commissioner of Administration. She started on Sept. 7, and she will be based out of the Sacramento Office.

Smith has over 26 years of experience working for the California Department of Motor Vehicles (DMV). In her most recent role as Assistant Division Chief/Program Manager, she oversaw a Command Center which monitors the telephone platform performance for DMV’s contact centers. In this position, she directed the contact center platform, workforce management, human resources, labor relations, analytics, contracts, budgets, and operations to improve customer experience. Her most recent efforts brought a live chat program to DMV’s contact centers and an artificial intelligence bot on the interactive voice response system which allowed customers the ability to self-service.

Additionally, Smith has significant human resources and labor relations subject matter expertise, successfully implementing key performance indicators to improve operations and agent performance. Sophia is a graduate of the University of California, Davis Leadership Development Academy for Executives.