Experience

Spokane Transit Authority

• United States
• Urban Transit Services
• 100 - 200 Employee

• Chief Communications and Customer Service Officer

  • Aug 2022 - Present



Colorado Technical University

• United States
• Higher Education
• 700 & Above Employee

• Adjunct Instructor

  • Mar 2020 - Present

  Adjunct Professor in Public Administration and Criminal Justice Adjunct Professor in Public Administration and Criminal Justice



City of Spokane

• United States
• Government Administration
• 300 - 400 Employee

• • Mar 2022 - Aug 2022

  Responsible for the development, implementation, and oversight for a wide range of community engagement and outreach programs, services, and activities. Serve as liaison to City's 29 independent neighborhood councils and the Community Assembly.Support the City's four community centers.Responsible for increasing engagement in community programs and services for diverse audiences. Provide oversight for City's special event process and volunteer program.

• • Sep 2020 - Mar 2022

  Manage and direct the operations of the City of Spokane’s My Spokane-311 Customer Service Program and Office of Neighborhood Services. Responsible for city’s customer relationship management system and online interface, including the development of new online services to streamline customer experience. Oversee the City’s Special Event Coordinator in facilitating the special event permitting process for such events as Hoopfest and Lilac Festival across different city departments (Police, Fire, Streets, etc.). Oversee the City's volunteer program. Manage the relationship and contracts with City's community centers. Oversee staff responsible for neighborhood programs such as traffic calming and community engagement. Show less

• • Dec 2014 - Sep 2020

  Manage and direct the operations of the City of Spokane’s My Spokane Customer Service Program. Oversee staff responsible for the cash accounting/processing of city treasurer receipts, utility billing payments, parks registrations, and parking tickets (average of $500,000 daily). Responsible for city’s customer relationship management system and online interface, including the development of new online services to streamline customer experience. Serve as City’s Special Event Coordinator; facilitate the special event permitting process for such events as Hoopfest and Lilac Festival across different city departments (Police, Fire, Streets, etc.) Show less

• • Oct 2013 - Dec 2014

  Responsible for the design and implementation of the 311 system for the City of Spokane. Lead project team to include Information Technology and various representatives from over ten different departments across the city to create a 311 phone center to meet the goal of streamlining customer service requests for city government. Responsible for development of budget, job descriptions, training plan, technology interfaces, and marketing plan.

• • Jan 2013 - Oct 2013

  Oversaw the management of the Spokane Law Enforcement Records unit and Spokane Property and Evidence Facility (both regional support for Spokane County), Police Planning, Police Fleet, Police Personnel, and Police Finance. Required knowledge of state public disclosure laws and law enforcement operations, including the fleet management of nearly 300 vehicles and a 60,000 square feet evidence facility with over 225,000 pieces of property/evidence. Managed along with City of Spokane Finance Department a $52 million budget. Show less

• • Oct 2006 - Dec 2012

  Responsible for data analysis regarding staffing issues for over 280 commissioned officers; perform other data analysis as requested by department senior staff. Assist with analysis of the department’s budget including the research of grant opportunities and other cost-saving measures. Designated grant writer for department of over 400 people. Prepare reports and presentations for the Chief and executive staff to present to the Mayor and City Council.

• • Mar 2003 - Oct 2006