tax services branch manager resume example with 11+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Hard working and dedicated Manager with expertise in customer service, financial processes and training/ development. Works well with staff and senior leadership to build success-oriented culture and achieve the business's objectives. Proficient in Microsoft Office Outlook, Word, Access, Excel, PowerPoint, SAP, Fairfax Reconciliations, DRIVES and proprietary software.

  • Training and development
  • Customer relationships
  • Staff supervision
  • Time management
  • Cost control and budgeting
  • Financial management
Education and Training
Tennessee Technological University Cookeville, TN Expected in Master of Arts : Educational Psychology - GPA :
Furman University Greenville, SC Expected in Bachelor of Arts : History - GPA :
Gwinnett County Tax Commissioner's Office - Tax Services Branch Manager
City, STATE, 08/2020 - Current
  • Managed a staff of 15; 3 contract employees, 9 front line employees and a management staff of 3.
  • Created a new customer service Covid-19 lobby plan for the branch in order to comply with CDC's guidelines; placed dividers between associates desks, implemented a plan where every other window would be used for processing, placed 6 feet stickers on the floors where customers should stand etc...
  • Enforced GA laws, yearly House Bill changes, policies, rules and regulations; ensured staff was up to date on all law changes through both written and verbal communication.
  • Released information to law enforcement or the proper authorities when request forms were submitted; processed court orders and vehicle forfeiture paperwork for county and city law enforcement officials.
  • Accepted responsibilities for compliance with rules and regulations of big trucks; required customers to submit proper documentation, IRS requirements, 2290's, ST5 forms and other DOR documents before titling, registering and operating vehicles.
  • Worked well with other county personnel within the state; contacted representatives to remove administrative holds for Gwinnett citizens and obtain county specific procedures to assist individuals with transactions. (Hall, Barrow, Rockdale, Fulton, Dekalb etc...)
  • Found ways to communicate with customers during DRIVES delays & outages; placed staff outside to hand out return slips for information purposes, walked through the drive thru/ parking lot and informed those already in line of delays & used our automated system by sending messages of delayed or ceased services for the day.
  • Conversed with customers face to face when they expressed dissatisfaction because of policies or procedures they didn't understand; also contacted customers who left unsatisfied reviews due to the service they received while in the office.
  • Interviewed potential candidates with multiple contract agencies and communicated the expectations of working with the county prior to offering a position; emphasizing the importance of the position and the necessary characteristics and work skills required for the position.
  • Conducted coaching sessions with both full time and contract employee’s to ensure the OTC’s policies and procedures were being followed when servicing Gwinnett County citizens.
Gwinnett County Tax Commissioner's Office - Tax Services Assistant Manager
City, STATE, 02/2017 - 08/2020
  • Communicated regularly with Manager concerning all aspects of the office, customer feedback, and associate performance.
  • Prepared daily financial deposit for Wells Fargo pickup.
  • Skilled in multitasking completed all administrative tasks within the office; daily schedules, coordinating classes, completing supply orders and performance appraisals.
  • Evaluated performance of associates and mentored under performing employees on ways to improve.
  • Analyzed productivity reports to manage overall performance of the office.
  • Contacted both internal (Facilities/ Support Services) and external agencies (Diebold/ FEMAC) immediately when the Lawrenceville Branch needed assistance with building repairs such as: water damage, cleaning services and drive thru malfunctions.
  • Named as County Inventory Coordinator for the County; collaborated with state to ensure Gwinnett had enough inventory to distribute on a bi-weekly basis.
  • Trained county and state representatives on the new motor vehicle database, DRIVES, implemented new state processes and procedures which benefited the entire state; considered a Subject Matter Expert.
  • Assisted in recruitment, hiring and termination of employees.
  • Addressed and resolved customer inquiries and complaints in regards to the customer service received within the office.
Gwinnett County Tax Commissioner's Office - Tax Service Associate II
City, STATE, 04/2011 - 02/2017
  • Prepared the branch's daily paperwork; bundled titles, financial documents and daily reports to send to the state for review.
  • Scanned and balanced the entire branch's checks using electronic system; QScan, QKey, QReview and Fairfax Reports.
  • Maintained County to County Refund database weekly, using Microsoft Access & Excel.
  • Branch Inventory Coordinator- responsible for receiving, restocking and transferring all license plates, decals and miscellaneous items sent from the Department of Revenue.
  • Mentored contract and new hires on the day to day responsibilities, processes and expectations of the job.
  • Contacted lienholders using all forms of communication to obtain pending titles and paperwork for mutual customers.
  • Utilized time to perform routine tasks, office responsibilities and special projects assigned by management.
Gwinnett County Tax Commissioner's Office - Tax Service Associate I
City, STATE, 04/2010 - 04/2011
  • Provided efficient, respectful and professional customer service to the citizens of Gwinnett County.
  • Processed and collected payments for both motor vehicle and property tax transactions; with a high level of accuracy.
  • Performed daily reconciliation at the end of the evening for all monies received; cash, check and credit cards.
  • Compiled and submitted all daily financial reports to management at the end of the day.
  • Worked with team members collaboratively to decrease wait times for customers visiting the office.

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Resume Overview

School Attended

  • Tennessee Technological University
  • Furman University

Job Titles Held:

  • Tax Services Branch Manager
  • Tax Services Assistant Manager
  • Tax Service Associate II
  • Tax Service Associate I


  • Master of Arts
  • Bachelor of Arts

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