Chantelle A. Petrone Marker

Senior Administrator, Ems @Washington State Department Of Licensing

WA, US

As the Administrator for the Licensing Customer Support Services (LCSS) section within the Department of Licensing\'s Business and Professions Division, I am committed to ensuring exceptional customer service, operational efficiency, and regulatory compliance. My role is pivotal in overseeing the daily operations, leading a dedicated team, and driving strategic initiatives aimed at enhancing service delivery. Oversee a large fast paced team of leaders and staff in daily operations of the Licensing Customer Support Services section-Lead, mentor, and develop a team of customer support professionals-Foster a collaborative and positive work environment that promotes employee engagement and professional growth.Ensure high standards of customer service and satisfaction-Develop and implement customer service policies and procedures-Lead leaders to help their teams handle escalated customer inquiries and complaints efficiently and effectively.Identify opportunities for process improvements and implement best practices-Use data-driven decision-making to enhance service delivery and operational efficiency-Collaborate with cross-functional teams to streamline processes and improve customer experiences. Develop and execute strategic initiatives to support the department’s goals and objectives-Monitor and analyze key performance indicators (KPIs) to track progress and drive continuous improvement-Prepare and present reports to executive management on the performance and progress of the LCSS section. Ensure compliance with all relevant regulations, policies, and procedures-Stay informed about changes in licensing regulations and policies, and communicate updates to the team-Work closely with regulatory bodies and other stakeholders to ensure adherence to standards. Build and maintain strong relationships with internal and external stakeholders-Collaborate with other departments and divisions to support overall departmental goals.

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