• Encourage company-wide success by actively and consistently supporting all efforts to simplify and enhance the client experience. • Exceed high-quality service by serving as a subject matter expert (SME) on government subsidized programs, to include program eligibility rules, filing deadlines, funding criteria, financial discount formulas and forms. • Empower clients by serving as a subject matter expert on policies and processes, including account setup, account hierarchies, billing, invoicing, payment processing and collections. Improve efficiency through expertise in Salesforce, CSG and ICOMS and how they enable participation in government subsidized programs. • Increase client satisfaction through collaboration with the governing bodies of the Universal Service Administrative Company (USAC) and the California Public Utilities Commission (CPUC). • Enhance department performance by managing all functions, including account creation, billing, invoicing, payment processing, collections, reporting, compliance, audits and escalations. • Boost team performance by recruiting, hiring, training and managing analysts and conducting routine performance reviews.• Ensure regulatory and government compliance, including collecting required information and documents during the pre-sale and post-sale processes, meeting government and legal processes and requirements and responding to inquiries. • Entice clients by supervising the request for proposal (RFP) process and working with Legal and Regulatory to design responses that reflect program compliance. • Monitor multiple Salesforce dashboards and ensure that requests are processed within established service level agreements (SLAs). • Provide direction and guidance to Sales, Client Services and Sales Support on government subsidized program policies, including program requirements and restrictions. • Ensure accurate government invoicing and payment processing by managing complex filings, audits and reviews

• Own account management for several key enterprise accounts; conduct comprehensive review and analysis of federal funding to ensure accurate billing and compliance with all program rules and guidelines.• Partner with executive leadership to support strategic decision making by running reports and queries that reveal critical account information.• Work directly with key enterprise clients to audit account balances, investigate funding issues, reconcile accounts, and resolve escalations and legal contractual issues.• Counsel clients regarding company policies and processes, including account setup, account hierarchies, billing, invoicing, payment processing, and collections.• Facilitate training and development of new and existing employees as department SME; create and implement standard operating procedures to aid and inform the government programs team.• Excel as department subject matter expert for USAC and Charter rules and regulations; produce training manuals and process documents.• Source new sales opportunities and communicate proactively with the sales department to boost client acquisition and revenue growth.• Advance the sales process by cultivating up-to-date knowledge of product features and benefits to answer client questions.• Collaborate cross-functionally with internal departments including regulatory, legal, and finance operations teams to expedite and settle leadership-identified escalations promptly and efficiently.• Cooperate with business analysis team to test, validate, and document new database releases prior to internal team release; correct any errors and relay constructive feedback on findings.• Conduct department-initiated audits and generate a summary of findings; ensure multiple yearly program funding deadlines are met.• Recognized as go-to person for special projects with high executive leadership exposure; manage projects from concept through completion while meeting tight deadlines.

• Supervised a staff of 50 employees; balanced payroll, scheduling, and budget goals to ensure adequate coverage for all shifts.• Engaged with guests to answer questions, address concerns, and create memorable experiences that promoted satisfaction and retention.• Forecast and generated reports including attendance trackers, inventory damage logs, and profit sales; handled shift cash pulls, closeouts, and employee sales reports.• Pre-screened employment candidates and scheduled job interviews; onboarded and trained new hires; instructed all team members in job duties and best practices.

• Oversaw day-to-day operations for a 100-seat restaurant; supervised a team of 20 front-of-house and back-of-house team members for breakfast, lunch, and dinner service.• Coached and mentored staff in policies, procedures, and best practices with a focus on exceptional customer service; interviewed and hired new team members.• Designed engaging marketing and advertising campaigns that reached target audiences; strategized innovative ways to maximize profit margins and minimize product loss.• Managed daily and weekly inventory, product orders, and product pickup; handled scheduling, payroll, end-of-day batch closeouts, and server audit reports; demonstrated proficiency in POS software menu editing and support.