Denver Metropolitan Area
Administration, compliance, and strategic development of the statewide notary public program. My role is centered on ensuring that notarial practices in Colorado uphold integrity, accessibility, and legal standards, while also supporting innovation and education. Key Responsibilities: Lead the management and continuous improvement of Colorado’s Notary Program, including traditional and remote notarization processes. Ensure compliance with state laws, administrative rules, and national best practices governing notarial acts. Develop, implement, and maintain policies, procedures, and training materials for notaries public across the state. Oversee the notary application, renewal, and complaint resolution processes, ensuring efficiency, transparency, and fairness. Collaborate with internal and external stakeholders to modernize notarial services, including advancing digital notarization initiatives. Conduct outreach, training sessions, and public education efforts to promote awareness and understanding of notary responsibilities and legal obligations. Analyze legislation and policy proposals related to notarial services; provide expert guidance and recommendations to leadership. Manage program data, reporting, and performance metrics to evaluate program effectiveness and identify areas for growth.
Oversee all day-to-day functions of the customer service operation, which includes enforcing and managing all areas of BACB standards to meet the requirements to obtain certification. The Customer Service operation is a 22 staff member call center where staff handles correspondence via inbound phone shifts, chat and emails, processing examination qualifying applications. Oversee, update, write and administer a 4-week training program for onboarding new Customer Service Leadership and Specialists. Full autonomy of hiring, performance management and terminating employment. Role included oversight of the BACB reception position. Regularly gathered, tracked, and analyzed real time and historical data, identifying trends and areas for improvement. Communicate to senior management. Coordinated the development of requirements (processes, systems, etc.) for new programs and enhancements to existing programs. Responsible for actively documenting changes to business processes. Engaged with BACB IT and fellow management on system-based issues until resolution is met. Communicate with BACB management, operations teams, senior leadership and other departments to ensure compliance with company standards.