Charlani Lim
Haslet
Summary
Dynamic License Specialist II with a proven track record at the Department of Public Safety with over 13 years of experience in customer-facing roles, regulatory compliance, and administrative support. Dedicated leader with consistent achievement in supervision, process improvement, staff development, scheduling, and quality management. Highly proficient in interpreting statutes, codes, and policies, ensuring accuracy and consistency, and delivering exceptional public service in fast-paced environments. Seeking to leverage this expertise to contribute as a Team Lead / Lead License Specialist with the Texas DPS.
Overview
16
16
years of professional experience
Work History
License Specialist II/ Facilitator
Department of Public Safety
06.2012 - Current
- Lead front-line customer service operations, delivering accurate, courteous support on licensing, traffic laws, insurance, and state services.
- Oversee application screening and eligibility determinations, ensuring full compliance with legal and departmental standards.
- Administer and evaluate vision, physical, written, and road tests; certify or disqualify applicants based on performance and regulatory criteria.
- Interpret and verify data from national and state systems (NDR, PDPS, CDLIS, TCIC/NCIC) to make informed licensing decisions.
- Manage payments, biometric capture, and legal documentation with precision and accountability.
- Advise applicants on complex suspension, cancellation, and reinstatement issues, providing clear guidance and solutions.
- Direct daily office operations and support cross-office functions through travel, training, and process improvement initiatives.
- Train and mentor new and tenured staff, driving consistency, compliance, and service excellence.
Customer Service & Technical Support Analyst
Charter Communications, Spectrum
01.2010 - 05.2012
- Provided technical support for diverse customer inquiries, ensuring timely issue resolution.
- Analyzed and troubleshot complex network connectivity issues to enhance user experience.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Developed and maintained documentation for troubleshooting procedures and customer interactions.
Education
Bachelor of Arts - Human Services
Ashford University
San Diego, CA10-2012
Skills
- Public Service and Customer relations
- Conflict Resolution & De-escalation
- Analytical thinking
- Clear Verbal & Written Communication
- Active Listening & Empathy
- Process Improvement & Workflow Optimization
- Cross Functional Collaboration
- High Ethical Standards & Integrity
- Professionalism Under Pressure
Timeline
License Specialist II/ Facilitator
Department of Public Safety
06.2012 - Current
Customer Service & Technical Support Analyst
Charter Communications, Spectrum
01.2010 - 05.2012
Bachelor of Arts - Human Services
Ashford University
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