(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Tax Law Specialist with more than 24 years of professional customer service and leadership experience.  Tax Compliance Officer and Customer Service Manager experienced with all facets of the hiring, training, coaching and development processes of auditing and customer service.  Excellent knowledge of Federal Tax Law. As a Manager of Tax Examiners, Tax Compliance Officers and Customer Service Representatives I was effective in motivating others to reach their optimum potential.
  • Strong interpersonal skills
  • Requires minimal supervision
  • Customer interface expertise
  • Attention to detail
  •  Tax Law background
  • Fraud detection and prevention
  • Exceptional communicator
  • Customer-focused
  • Process improvement techniques
Braze - Tax Compliance Manager
Chicago, IL, 01/2005 - 01/2014

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.

Amica Mutual Insurance - Supervisory Financial Technician (Manager)
Denver, CO, 07/2001 - 01/2005

 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.

State Of Nebraska - Customer Service Representative
Bellevue-Eastern Nebraska Veterans Home, NE, 09/1997 - 07/2001

    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.

Internal Revenue Service - Revenue Agent
City, STATE, 09/1993 - 09/1997

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.

Additional Information

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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    • Supervisory Financial Technician (Manager)
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