Trained new employees on the Internal Revenue Code and Regulations, Publications and various technical tax alw issues needed to address customer concerns.
Supervised and coordinated projects for tax auditors, tax examiner and customer representative evaluations.
Worked closely with the Quality Assurance Specialists to ensure consistency with the Operation's established goals.
Proactively researched technical tax law issues.
Oversaw daily office operation for 25 Customer Service Representatives, Tax Examiners and clerks.
Met all customer call guidelines including service levels, handle time and productivity.
Identified individual development needs with appropriate training.
Fostered environment which encouraged continual process improvements
Managed work flow to exceed quality service goals.
Developed reputation as an efficient service provider with high levels of accuracy.
Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
Managed customer calls effectively and efficiently in a complex, fast paced and challenging call center environment.
Answered average of 150 calls per day by addressing customer inquiries, solving problems and providing tax law information.
Audited various tax returns including personal individual tax returns, business returns, partnership returns and corporate returns.
Issued reports and made collection arrangement for balance dues.
Explain tax law to clients to enhance their understanding of the errors on their returns.
Made a point of educating taxpayers and their representatives of current tax laws and regulations.
Bachelor of Science Degree: Accounting and Tax Law 1999
Francis Marion University - Florence, S.C.
Bachelor of Science Degree: Management and Marketing 1991
Coker College - Hartsville, S.C.
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