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.
Skills
Training and development
Customer relationships
Staff supervision
Time management
Cost control and budgeting
Financial management
Experience
08/2020 to Current
Tax Services Branch ManagerGwinnett County Tax Commissioner's Office – City, STATE,
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.
02/2017 to 08/2020
Tax Services Assistant ManagerGwinnett County Tax Commissioner's Office – City, STATE,
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.
04/2011 to 02/2017
Tax Service Associate IIGwinnett County Tax Commissioner's Office – City, STATE, Lawerenceville
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.
04/2010 to 04/2011
Tax Service Associate IGwinnett County Tax Commissioner's Office – City, STATE,
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.
Education and Training
Expected in
Master of Arts: Educational Psychology Tennessee Technological University - Cookeville, TN GPA:
Expected in
Bachelor of Arts: History Furman University - Greenville, SC GPA:
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