Zoila Melendez

• Independently manage a caseload of investigations on liquor license applicants for retail and non-retail, whether they are New, In Lieu of, Added Class, Change of Location and Assumption type of applications.
• Conduct in-depth phone interviews with clients or authorized representatives to determine eligibility per the RCWs and WACs, and assess document requirements.
• Analyze written material (financial statements, loan documents, leases, Purchase and Sale Agreements, Management Agreements, closing documents and numerous other legal documents) to confirm True Party of Interest and rule out illegal funds, hidden ownership or other disqualifying factors.
• Evaluate information received from applicants, the Enforcement Division, and external sources such as local authorities, other state and/ or federal agencies, etc. to determine impact on investigation.
• Research violation history of applicants to assess public safety risk.
• Determine if there are disqualifying factors and/ or public safety concerns, statutory or regulatory concerns that may result in reassignment of the file to a Licensing Specialist Senior for processing.
• Research, interpret and apply laws, rules, regulations, policies and procedures as applicable to determine applicant eligibility.
• Receive and resolve problems and complaints from applicants and/or their representatives regarding applications.
• Handle all Spanish speaking applications, doing all of the above, to include senior files.

• Process Special Occasion License applications, which include approve and issue in accordance to RCWs and WACs.
• Answer and retrieve messages from main phone line.
• Managed high call volume while maintaining a courteous and professional demeanor.
• Assisted new employees with training, sharing best practices for handling special occasion licenses, and achieving positive outcomes.
• Provided primary customer support by email or phone calls, to internal and external customers.
• Handled all Spanish calls, will reference to all of the above.

Review insurance claims for legal sufficiency, technical accuracy, and customer service.

Provided a well-written summary feedback to claim associates and their managers.

Recognized areas of improvement and provided actionable solutions to claim associate leadership.