retail distri and special projects coor resume example with 20+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

In the last 20 plus years with the State of Texas I have gained the knowledge of complex laws as it relates to the Texas Lottery and Health and Human Services. I come with 20 years customer service experience, on the phone and in person, with the skills to engage with customers who are a little more than challenging. I am an open and positive communicator with calm and level-headed approach to managing routine needs and meeting special challenges. I am an organized and motivated individual eager ready to learn.

  • Computer Proficiency
  • Handling Complaints and Inquiries
  • Customer Service Management
  • Microsoft Office
  • Customer Assistance
  • Superior Work Ethic
  • Multitasking and Prioritization
  • Calm and Professional Under Pressure
  • Responding to Difficult Customers
Education and Training
Lamar High School Arlington, TX, Expected in 05/1989 GED : - GPA :

Project Manager Certificate

Contract Management certification

Texas Lottery Commission - Retail Distri and Special Projects Coor
City, STATE, 06/2015 - 10/2023

I perform advance (senior-level) consultative services and technical assistance work. Involved in assisting with the planning and directing the operation of the Retailer Services department in the Lottery Operations Division. Perform Liaison duties in relation to monitoring performance and compliance for contracted vendors. Assists in development of procedures, policies, rules, and regulations with the Retailer Services Manager and Supervisor. Monitors policies, procedures, processes and goals of contracted vendors to ensure adherence to contractual agreements. Work involves assisting with establishment of department goals and objectives; developing schedules, priorities and standards for achieving department goals; and coordinating and evaluating department activities. Assists in developing and evaluating department budget requests. Assists in coordination of activities with other departments of the Lottery Operations Division and with other divisions of the Lottery Commission, state agencies, contracted vendors, and service providers. Assisted the Customer Service and Retailer Services hotline, answering questions from the players of Texas playing the games of Texas, responsible for handling player and retailer concerns, complaints and finding resolutions. responsible for retailer account reconciliations, debt collections and debt resolutions in accordance to agency rules. Works in a manner that exemplifies and supports the agency’s core values of integrity, responsibility, innovation, fiscal accountability, customer responsiveness, teamwork, and excellence. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.

Texas Aces Tumbling And Cheer - Lead Coach
City, STATE, 07/2021 - Current

Lead Tumbling coach organizing and facilitating the running of all tumbling classes and head Prep Team coach. Mentored and encouraged youth to develop strong work ethic by being positive role model and regularly practicing skills. Basic office skills including interacting with customers regarding accounts and collections.

Texas Lottery Commission - Retailer Services Specialist IV
City, STATE, 06/2001 - 05/2015

Perform highly complex (senior Level) account examination and customer service work. Examined and monitored retailer accounts and coordinate collection activities with other divisions of the Lottery and other state agencies. Assist retailers with user accounts and on-line transactions; researched account discrepancies and resolved retailer disputes; posts all retailer account payments and manual adjustments; and provide system query reports to retailers as requested. Documented Retailer correspondence in system to track requests, problems and solutions. Testified at administrative hearings related to collection cases, complex violation cases such as Moral Turpitude, Licensing summary suspension and license revocations. Had extensive knowledge of the Texas Lottery laws, rules, policies and procedures. Prepared warning letters and worked with retailers in coming into compliance with Lottery Act. Acted and backup to the Retailer Services hotline assisting retailers, lottery players and general public. Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks. Trained new hires on policy, procedures and business practices. Worked under limited supervision with considerable latitude for the use of initiative and independent judgement.

Texas Department Of Health And Human Services - Texas Works Advisor
City, STATE, 12/1998 - 04/2001

My role as an advisor I conducted interviews with applicants, explaining benefits process and which programs were available. I assisted in the enrolling of state and government benefits, medicaid and food stamps. Maintained confidential patient documentation to prevent data compromise and comply with regulations. Assisted my clients in finding employments and other assistance available to them locally. I worked successfully with diverse group of clients and coworkers to accomplish goals and address issues related to services. I demonstrated leadership by making improvements to work processes and helping to train others.

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Resume Overview

School Attended

  • Lamar High School

Job Titles Held:

  • Retail Distri and Special Projects Coor
  • Lead Coach
  • Retailer Services Specialist IV
  • Texas Works Advisor


  • GED

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