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Work Background
DC GovernmentBUSINESS LICENSE SPECIALIST CS-11
Nov. 2023 - Nov. 2024• Application Review & Approval: Led the evaluation and approval process for business licensure applications, ensuring timely compliance with local statutes, policies, and regulatory standards.
• Documentation & Compliance Analysis: Assessed financial and supporting documents for accuracy and adherence to specific license requirements, minimizing processing delays and errors.
• Issue Resolution & Case Management: Proactively monitored pending applications, identified discrepancies, and implemented effective solutions—reducing turnaround time and enhancing customer satisfaction.
• CRM Systems Expertise: Utilized CRM platforms such as Salesforce and Kustomer to manage customer records, track communication, and streamline workflows for improved operational efficiency and transparency.
• Stakeholder & Customer Communication: Maintained clear, professional communication with business owners, government agencies, and regulatory bodies, building trust and ensuring all parties remained informed throughout the licensing process.
• Regulatory Support & Conflict Resolution: Served as a subject matter expert on DLCP requirements, delivering clear guidance to applicants and resolving complex compliance issues with patience and clarity.
• Permit & License Issuance Oversight: Ensured accurate entry of approved data into the DLCP system, facilitating the prompt and compliant release of licenses and permits.
• Regulatory Education & Outreach: Provided customers and stakeholders with up-to-date information on relevant federal, state, and local regulations, offering clarity on legal interpretations and helping businesses remain in compliance.
BASIS.edFRONT OFFICE ADMINISTRATIVE ASSISTANT/HEALTH COORDINATOR
Mar. 2018 - Mar. 2021• Student Records Management: Organize, maintain, and update comprehensive student records, including collecting records from previous schools and ensuring immunization compliance.
• Data Collection and Communication: Execute office tasks related to student data collection, facilitate effective communication between parents and the school through software platforms, and manage student-office interactions.
• Scheduling and Calendar Management: Maintain and coordinate schedules for teachers and auxiliary departments, ensuring seamless organization of meetings, trainings, and other events.
• Enrollment and Withdrawal Processes: Oversee clerical tasks related to student enrollment and withdrawal, ensuring accuracy and compliance with established protocols.
• Attendance Oversight: Monitor and ensure full attendance for all students, maintaining accurate records to support academic success.
• Administrative Coordination: Serve as the primary point of contact for maintenance, mailing, shipping, supplies, equipment, billing, and errands, ensuring efficient operational support.
• Executive Support: Manage executive schedules, calendars, and appointments, arrange domestic and international travel, and prepare detailed itineraries and trip materials.
• Accounts Receivable Management: Maintain accurate accounts receivable records, ensuring timely updates, application of credits and collections, and resolution of discrepancies.
• Event Planning and Coordination: Plan, arrange, and organize events, lunches, and dinners for team members and executives, ensuring seamless execution.
• Presentation Development: Create PowerPoint slides and deliver professional presentations tailored to organizational needs.
• Office Operations Management: Oversee office services, ensuring procedures are organized, correspondence is controlled, filing systems are designed, and clerical functions are effectively assigned and monitored.
• Mail and Visitor Handling: Manage incoming mail and deliveries, ensuring proper handling, sorting, and distribution; greet and assist visitors, answer calls, and provide routine information as needed.
• Medical Support Coordination: Organize and maintain the student medication cabinet, collect and file required medical forms, and administer medications to students in compliance with policies and guidelines.
A.P.S. INSPECTIONSSUPERVISORY PROGRAM MANAGER (Licensing and Permitting)
Jan. 2009 - Oct. 2023• Team Leadership & Development: Led cross-functional customer service teams, providing training, mentorship, and daily support to enhance staff performance and promote professional growth in fast-paced regulatory environments.
• Customer-Focused Project Management: Oversaw service-related projects using industry-standard tools, ensuring on-time delivery, efficient resource allocation, and accurate reporting aligned with customer service KPIs and program outcomes.
• Regulatory Compliance & Auditing: Ensured consistent service quality by conducting regular audits and compliance reviews, quickly identifying and resolving gaps that could impact customer satisfaction or service delivery.
• Service Operations Management: Streamlined customer service workflows, optimized communication processes, and ensured consistent, high-quality interactions through effective office and team oversight.
• Billing & Financial Support: Managed customer-facing financial transactions including invoicing, reconciliations, and account inquiries, maintaining accuracy and resolving discrepancies in a timely, professional manner.
• Permitting & Licensing Support: Oversaw complex customer service operations related to permitting and licensing, guiding clients through the process and ensuring compliance with local and municipal standards.
• Strategic Service Planning: Developed and implemented customer service strategies to improve engagement, reduce response times, and support overall organizational goals.
• Policy Interpretation & Resolution: Interpreted zoning and code requirements for customers, resolved escalated compliance concerns, and ensured timely approvals—demonstrating both technical knowledge and exceptional service.
• Technical Research & Guidance: Delivered accurate, research-based information to customers on zoning, land use, and regulatory requirements, supporting informed decision-making.
• Vendor & Contract Coordination: Managed vendor communications and service agreements, ensuring timely support and cost-effective service for both internal and external customers.
• Stakeholder Relationship Management: Built and maintained strong relationships with customers, community leaders, and government agencies, ensuring smooth collaboration and service success.
• Analytical & Process Improvement: Applied strong analytical skills to identify service trends, enhance workflows, and implement improvements that elevated the customer experience and operational efficiency.
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