Seeking a position where my experience, education, skills and talent will be utilized to their full potential as an asset in a setting with growth and opportunity for advancement.
Creative problem solver
Exceptional communication skills
Microsoft Office Suite expert
Complex problem solving
Quality Assurance Associate, 04/2014
to Current Waddell & Reed – Overland Park,
I perform quality assurance reviews for the Payment Processing and New Business Departments for all transactions received and processed by mail, telephone or fax from shareholders and advisors.
I review transactions for accuracy and completeness and return inaccurate or incomplete transactions to Processing Associates for corrections.
I review work items that have been completed by other department Quality Assurance Associates.
Contribute to the maintenance of department procedures.
Maintain with consistency department quality and productivity expectations.
Demonstrate resourcefulness and initiate creative ideas to reduce errors and improve quality.
Parent Aide, 08/2013
to 04/2014 Beyond Family LLC – Kansas City,
I supervise parent-child visitation, transport to and from visitation, assist low-functioning families with normal, daily living activities; access community resources; shadow a child to ensure safety; model parenting and homemaking skills.
Services include teaching emotional/intellectual/physical stages of child development, budgeting, help make out grocery lists and help prepare nutritious meals within a defined budget.
Also teach discipline techniques, assess safety of the home, hygiene, cleanliness of the environment, and/or specific services requested by the Division.
Maintain case history records and prepare reports.
Re-Employment Specialist, 07/2012
to 12/2012 Full Employment Council – Kansas City,
I assist claimants who are currently receiving unemployment with services that will help them become reemployed.
These services include workshops such as resume preparation, the interview process, filling out federal applications, healthcare career exploration, networking and many more.
I provide clients with labor market information and employment trends.
In addition to that, I identify whether a training program would be applicable and assist with job search counseling.
I also identify claimants who are not available or actively seeking work and prevent erroneous payments to them by notifying the state.
I also assist with the Missouri Employment and Training Program (METP) which is a program through the Family Service Division (FSD) where participants come into our office and I provide them with an Employment Plan and make sure the client is in compliance with FSD requirements.
Customer Consultant, 10/2011
to 03/2012 Missouri Gas Energy – Kansas City,
Answer high volume incoming customer calls.
Respond to a wide range of customer inquiries, concerns and requests in a professional manner.
Achieve weekly performance standards and call quality expectations.
Human Resource Assistant, 05/2011
to 10/2011 United Parcel Services – Overland Park,
Answer questions and concerns from employees regarding benefits.
These responses were done by either telephone or email.
Respond to emails from outside applicants regarding possible employment.
Check DOT and Respiratory Physical for accuracy and completion and when necessary make out calls to providers for additional information.
Lead Contact Representative, 01/1996
to 10/2010 Internal Revenue Service – Kansas City,
Served as a work leader over 10 employees performing work that involves diversity issues/problems related to a wide range of tax processing regulatory requirements and procedures administered by the IRS.
Amend or reject work that does not meet IRS performance standards.
Maintain current knowledge of procedures, policies and directives, answers questions, and provide both classroom and on-the-job instructions to employees.
Take incoming calls from taxpayers relating to their overdue balances and/or delinquent tax returns.
Analyze their ability to pay by reviewing their income and expense information.
Secured delinquent tax returns and provided different methods of payment options to the taxpayers.
Averaged about 28 calls per day.
Analyzed telephone inquiries for the initial contact resolution.
Adjust accounts according to customer service guidelines.
Provided accurate information to taxpayers concerning notices of balance dues and/or changes to their account.
Send appropriate letters/forms/publications to taxpayers.
Establish installment agreements and assist taxpayers with tax law compliance.
As a Contact Representative in the Automated Collections System department, I take incoming telephone calls from taxpayers and/or their representative relating to their overdue balances and/or delinquent tax returns.
I always assist them in a professional manner.
I analyze their ability to pay by reviewing their income and expense information.
I secure delinquent tax returns and utilize the Publication 17 to ensure there is a filing requirement.
I provide different methods of payment options such as full paying today, paying by extension within 60 days or less, borrowing(from friends/family, 401k or retirement, personal or home equity loans), or selling assets.
As a Customer Service Representative in the Accounts Management Department, I analyzed telephone inquiries for the initial contact resolution.
I adjusted tax accounts according to customer services guidelines.
I researched tax accounts for information requested by taxpayers.
I provided accurate information to taxpayers concerning notices of balance dues and/or changes to their account.
I locate misapplied payments and transferred credit to the correct accounts.
I send appropriate letters/forms/publications to taxpayers.
I establish installment agreements and assist taxpayers with tax law compliance.
I refer tax account information to other areas (i.e.