Carol Vela
Kyle,TX
Summary
Seasoned supervisor and leader with 12 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Ready to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
18
18
years of professional experience
Work History
Retailer Services Supervisor
Texas Lottery Commission
2013.01 - 2017.08
- Supervised daily operations and activities of the Retailer Services Department of 15-40 employees, specifically the Communications Services and Compliance sections.
- Led and motivated teams to execute successful customer service strategies.
- Proven skills in customer service, and cross-functional collaboration, eager to apply leadership and strategic expertise in a dynamic management role.
- Enhanced customer satisfaction by providing personalized assistance and product recommendations.
- Collaborated with other departments to create cohesive marketing initiatives for increased brand awareness.
- Resolved customer complaints professionally, ensuring their satisfaction while maintaining company guidelines.
- Coordinated staff scheduling efficiently so that there was always adequate coverage during peak business periods without exceeding labor cost limits.
- Directed and supported all aspects of personnel recruitment, training, and management.
- Developed screening matrix, screened applications and coordinated interviews.
- Performed and directed appraisals on department staff.
- Tested and trained agency employees on the new phone system. Oversaw the transition to new phone system once testing was completed.
- Representative at the North American Association of State and Provincial Lotteries (NASPL)
Program Specialist II
Texas Lottery Commission
2005.06 - 2013.01
- Ensured integrity of all draw game drawings and ensuring all policy and procedures were followed and documentation completed for each draw.
- Performed consultative and technical work in program planning, developing, implementing, training and evaluating drawing program.
- Designated liaison to vendors to ensure compliance with policies and procedures.
- Complied with agency policies and procedures by encouraging positive and effective work environment among employees.
- Coordinated training sessions for staff on new tools or methodologies, promoting a culture of skill development within the organization.
- Enhanced program efficiency by streamlining processes and implementing innovative strategies.
- Experienced in contract management.
- Established goals and created action plans to achieve goals.
- Experienced in interview process: Reviewed/screened applications and assisted with scoring and served on many interview panels.
- Developed extensive program documentation, ensuring clear understanding of goals, objectives, and requirements among all team members.
- Ensured compliance with relevant regulations throughout all stages of program implementation by closely monitoring adherence to established guidelines.
- Built strong relationships with external partners to secure resources and support necessary for program success.
- Facilitated tours.
Program Specialist I
Texas Lottery Commission
2002.08 - 2005.06
- Ensured the integrity of all draw game drawings and ensuring all policy and procedures were followed and documentation completed for each draw.
- Performed consultative and technical work in program planning, developing, implementing, training and evaluating the drawing program.
- Led a cohesive team of specialists in executing tasks according to established timelines.
- Enhanced program efficiency by streamlining processes and implementing innovative strategies.
- Monitored employee work and developed improvement plans.
- Developed, coordinated and administered drawing programs.
- Conducted Draw Studio Tours for Governor of Texas, Multi-jurisdictional Directors and Claim Center Supervisors.
- Development of schedules and schedule policy.
- Assisted in training new hires for the Draw Team and Independent Auditors.
- RFP committee member for Draw Audit Services and Statistician services. Served on the Cash Five Task Force committee, Lotto Texas Task Force committee, Mega Millions Task Force committee.
- Selected to travel to various states to conduct research for becoming a part of Mega Millions party lottery.
- Developed and implemented Studio Observation Reports.
- Coordinated training sessions for staff on new tools or methodologies, promoting a culture of skill development within the organization.
- Facilitated cross-functional team collaborations, fostering an environment of continuous improvement and innovation.
Acting Drawings Supervisor
Texas Lottery Commission
2010.12 - 2011.05
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Mentored newly hired employees on operating equipment and safety and developed training material to use for reference.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Achieved results by working with staff to meet established targets.
- Maintained compliance with company policies, objectives, and communication goals.
Security Specialist/Admin. Tech IV
Texas Lottery Commission
1999.09 - 2002.08
- Ensured integrity of all draw game drawings by following policy and procedures and completing appropriate documentation.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted testing, perform data entry, complied information and prepared testing results to send to statistician.
- Project lead on draw schedule assignment.
- Project lead on testing / analysis of Bingo Pull tabs. Selected to travel to Seattle, WA to assist on a manufacturer background investigation.
- Evaluated whether construction of the Bingo Pull tab are sufficient to endure reasonable environmental rigors and still be readily marketable.
- Conducted test such as ultraviolet light read outs, high intensity light readout, ink migration, and correct prize amount for each form submitted.
- Monitored game arrival for testing and scheduling under stringent time frames.
- Provided timely oral and written report of findings to the Security Director and Bingo Director or his designated representative.
- Liaison for Bingo pull tab providers throughout the US. Developed and implemented policy/procedures relating to evaluation and testing of Bingo pull tab.
Education
Bachelor of Science - Law Enforcement
Southwest Texas State University
San Marcos, Texas12.1998
Skills
- Employee relations and conflict resolution
- Process Improvements
- Issue and Complaint Resolution
- Understanding Customer Needs
- De-Escalation Techniques
- Verbal and written communication
- Customer Data Confidentiality
- Customer Account Management
- Problem-Solving
- MS Office-Microsoft Word/Excel/PowerPoint
- Financial Transactions
- Excellent Customer Service
- Data Analysis
- Quality Assurance Controls
- Cross-Functional Collaboration
- Project planning and development
Timeline
Retailer Services Supervisor
Texas Lottery Commission
2013.01 - 2017.08
Acting Drawings Supervisor
Texas Lottery Commission
2010.12 - 2011.05
Program Specialist II
Texas Lottery Commission
2005.06 - 2013.01
Program Specialist I
Texas Lottery Commission
2002.08 - 2005.06
Security Specialist/Admin. Tech IV
Texas Lottery Commission
1999.09 - 2002.08
Bachelor of Science - Law Enforcement
Southwest Texas State University
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