I currently work at the Department of Licensing (DOL) as a supervisor in the Customer Relations Division. In addition, I develop and provide training materials for my entire division, most recently Diversity, Equity, and Inclusion (DEI) training.When DOL replaced several legacy license systems with the consolidated DRIVES system, I led the change within my team as a change champion. Following a well-defined approach and coaching the staff led to a successful deployment. I continue to sustain the change by communicating often and managing resistance as it comes up. This experience greatly expanded my familiarity and interest in OCM and I have since become Prosci® certified. I have been focused on and passionate about positive customer experiences for much of my career. For the last six years, working for a state agency, I have gained a solid understanding of how a state agency and legislature work together. I have been able to lead my team, leveraging a variety of tools, through changes in law and policy to roll-out of new software. In this environment:• I provided exceptional Tier 1 support to WA residents directly; • I was promoted to provide advanced Tier 2 support and to coach others;• I am responsible for developing and providing training. This has included training for business process change, software tool change; law/policy/rules change; as well as professional growth topics; and• I was promoted again two years ago to supervise and support a team that has ranged from 12 to 17 members.I am eager to support a diverse group of people through the change process and reach better outcomes. I would appreciate an opportunity to speak with you or someone within your organization to see where my skillset would be of the greatest benefit and value.