One year experience managing retail computer center and women's clothing store 10+ years of experience providing customer service in a fast-paced office/call center environments 10+ years of supervisory and managerial experience. Able to handle multiple tasks and set priorities Knowledge of WOTC program
ACCOUNTS EXAMINER February 2004 to September 2017TEXAS WORKFORCE COMMISSION － MCKINNEY, TEXAS
Reviewed accounts to determine employment tax liability under the Texas Unemployment Compensation Act (TUCA) Interpreted and applied tax laws, rules, policies and procedures Handled 30+ calls daily from customers inquiring about the status of past due tax reports, account adjustments and general questions, replied in an efficient and courteous manner Reviewed tax reports for accuracy of computation, tax rate and tax payments Utilized skip tracking techniques to collect delinquent tax payments Provided customer support via telephone and email answering questions related to on-line account access, password resets and administrative privledges Utilized effective time management skills in a mulit-task environment to meet deadlines Interviewed claimants to determine unemployment eligibility and participated in telephone hearings.
AUDITOR) February 2004 to September 2017TEXAS WORKFORCE COMMISSION ACCOUNTS EXAMINER － GRAND PRAIRIE, TEXAS
Audited forms from employers for accuracy, completeness and compliance; reviewed employer accounting records including payroll, general ledgers, profit and loss statements and federal reports.
Performed frequent contact with employers to obtain information necessary to resolve account problems, answered questions and provided quality customer service.
Prepared employer quarterly reports and made adjustments as necessary.
Assisted employers in preparation of tax forms.
Performed a variety of skip tracing techniques and investigations.
Recommended collection action to the State Office when appropriate.
Communicated with employers, legislators, and state or federal agencies to provide information regarding the TUCA and other state and federal laws.
April 1987 to February 2004TEXAS WORKFORCE COMMISSION VARIOUS LOCATIONS SUPERVISORY
Planned, coordinated, monitored workforce programs according to federal and state regulations.
Interviewed and selected applicants for employment.
Handled customer complaints.
Made personnel evaluations and recommendations.
Supervised Career Development Specialists and other staff.
Provided services to job seekers leading to employment.
Assisted customers with resume preparation.
Customer Service Representative Providian Financial Services
received inbound calls from credit card customers.
Management Insights - Customer Service Representative.
Education and Training
BACHELOR OF SCIENCE : BUSINESS ADMINISTRATIONRoosevelt University － Chicago, IllinoisBUSINESS ADMINISTRATION