Proven energetic and challenge driven professional with extensive experience with State and local Government. As a team leader with over 12 years of tax and customer service experience that includes staff training, providing excellent customer issue resolution, maintaining accurate record keeping and performing precise company audits Interpreting, understanding and using City, State and Federal Government Codes, American Sign Language, Microsoft Office, Advanced level of problem solving and statistical analysis experience; customer service skills, high level of interpersonal skills both verbal and written; policy and procedure development; demonstrated ability to handle multiple tasks within established deadlines; and advanced level computer skills.
Led the development of more than [Number] new financial reporting methods to measure productivity and efficiency.
January 1999 to January 2016
City of Richmond Department of FinanceTax Representative
Interpreted and applied state and local regulations with regards to the taxation of personal property and individual taxes state tax laws to determine compliance with VA tax laws under Title 58.1 of the Code of Virginia Reviewed and processed Personal Property Business Personal Property and Business License Performed beginner adjustments of occupational improvement or information Prepared state income taxes Assess the value of and audit personal property and accounts Issued business licenses vendor permits and refunds Developed statistical reports and various other research and tax documents Provided business license information to potential business owners Responded to Customer Care Call Center telephone calls via e-mail or referrals Processed and review Bank Franchise Tax returns to ensure tax returns filed with the Department of Finance were accurate Prepared documents for the Director of Finance's signature to submit to the Virginia Department of Taxation specified due date Completed Public Service Corporation billings Completed audit of businesses' personal property returns Assisted in processing Personal Property Tax Relief Program.
January 1993 to January 1999
City of Richmond Department of Public UtilitiesSenior Customer Service Representative
Supervised staff and overseen customer service for the department; Analyzed, developed, implements and evaluates customer service processes and procedures; Develops policies and procedures for customer service personnel; Trained and evaluated personnel in investigating and resolving customer service queries and complaints; Resolved conflicts with customers unable to be resolved by staff members; Prepared reviewed and analyzed operational reports regarding services and operations of the department to other staff managers and various other duties as assigned.
Provided leadership to team members within the Department of Public Utilities Call Center Monitored call center activities such as call flow, volume, talk time, emergency calls, and avoiding abandoned calls when possible Planned daily scheduling Prepared/maintained team members' statues for evolutions Assisted with the implementation of/trained staff on the Banner Customer Billing System Responded to customer billing and service inquiries and resolved issues pertaining to customer's issues.
Supervised staff and oversees customer service for the department; Analyzed, develops, implements and evaluates customer service processes and procedures; Plana, manages and evaluates routine and special customer service operations for the department; Develops policies and procedures for customer service personnel; Trained and evaluated personnel in investigating and resolving customer service queries and complaints; Resolved conflicts with customers unable to be resolved by staff members; Prepared reviewed and analyzed operational reports regarding services and operations of the department to other staff managers and various other duties as assigned.
be responsible for coordinating and overseeing the daily distribution of work within the assigned work units; ensuring procedures are being followed; resolving operational problems; providing leadership, guidance and development to the workforce participating in continuous improvement to manual activities and monitoring production volumes to project staffing needed.
Ashford University Master of Business Administration MBA
Averett University Richmond, VirginiaBusiness AdministrationBusiness Administration