Project Manager Customer Service

Darla Burn

Email: *********@********.***

Address: **** ***** ****** *****

City: Georgetown

State: TX

Zip: 78628

Country: USA

Phone: 512-***-****

Skill Level: Experienced

Salary Range: $25,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

CONSUMER ADVOCATE / ESCALATED COMPLAINTS MANAGER

Dispute Resolution Relationship Management Process Improvements

* Experience as a disputes, collections and regulatory officer in areas of tax collection and reloadable debit card processing.

* Resolve escalated complaints from regulatory agencies such as Consumer Financial Protection Bureau, Texas Department of Banking, Federal Reserve Bank, Office of the Comptroller of the Currency, Financial Management Service, Better Business Bureau, plus executive and media complaints.

* Enhance financial partner relationships by developing ways to more effectively manage escalated complaints and streamline processes.

* BBA, Business Management, Angelo State University

Core Competencies

* Reloadable Debit Card Processing * De-escalation Interactions with Cardholders

* Dispute Resolution * Advanced Technical Problem Solving

* Business Partner Relationships * Managing Multiple Critical Timelines

* Accurate Case Narratives * Fraud / Dispute Liaison

* Root Cause Analysis * Regulation E Experience

RELEVANT EXPERIENCE

ESCALATED COMPLAINTS MANAGER

Affiliated Computer Services, Inc., a Xerox Company 2011 - April 2012

* Directly managed critical escalated complaints for debit card financial partners, complying with all Federal and 30 state benefit program guidelines, serving more than 4 million cardholders.

* Multi-tasked in a fast-pace environment, resolving 70-100 cases monthly, each with complex issues and aggressive reporting deadlines.

* Repaired and continued to improve a critical client relationship-representing the majority of the division`s revenue-by improving communication related to complaints, and expediting cases to reduce reputation risk.

* Initiated verbal, letter, and email communications with the complainants to de-escalate issues.

* Identified and recommended process changes to reduce unnecessary involvement of other departments, thereby streamlining the Complaints Resolution process.

* Implemented ongoing process improvements to proactively plan for increased case volume.

* Collaborated with IT to identify and resolve customer advocacy issues in order to make processes more accurate and customer friendly.

1998 - 2010

SELF-EMPLOYED as a project manager for a real estate business and handled bookkeeping and office management for a bail bond business.

COLLECTION DIVISION

Internal Revenue Service Pre - 1998

Progressively promoted to jobs of increasing responsibility

Field Collections Officer San Angelo, Dallas, TX

Special Procedures Advisor Dallas, TX

Offer-in-Compromise Specialist Charlotte, NC

Customer Service Representative Austin, TX

FIELD COLLECTIONS OFFICER

Worked front-line personal contact collections

Dealt daily with taxpayers and their representatives reviewing financial information or investigating sources to locate taxpayers` assets

Seized and sold assets as needed

Prepared litigation referrals as needed

Secured buyers and acted as owner-agent in the sale of two properties

SPECIAL PROCEDURES ADVISOR

Assisted approximately 75 field Revenue Officers with technical collection questions regarding lien priority, trust fund recovery penalties, seizure and sale of assets, Federal Tax Lien discharges, subordination and claims

Monitored and performed collection actions on post-judgment cases, including sale of assets

Worked third-party claims dealing with taxpayers and their representatives

Worked special projects as assigned, including preparing District memoranda for new procedures for collection personnel

Acted as the IRS liaison, meeting with the FDIC/RTC in developing guidelines for case processing

Provided support to Department of Justice and IRS District Counsel on litigation cases

Testified as a government witness as needed

Reviewed suit recommendations submitted by Field Officers and assisted in development of cases

OFFER-IN-COMPROMISE SPECIALIST

* Analyzed and verified collection statements using internal and external sources

* Performed in-depth interviews with taxpayers and their representatives

* Determined taxpayer`s ability to pay

* Recommended IRS approval or rejection of the taxpayer`s offer based on my investigation

* Prepared cases for Appeals hearing as needed

VOLUNTEER/COMMUNITY

FORD and FROST ELEMENTARY SCHOOLS 2000 - 2009

Field Trip Coordinator; Environmental Coordinator; Grade Level Coordinator; Festival Committee

Project: responsible for donations, purchase, installation, and permitting of the school`s monument sign.

BENEFIT CONCERT, San Angelo, TX 2001

Event planner for benefit concert, raising $2,000 and attended by 300-400

UNITED WAY - COMBINED FEDERAL KICK-OFF RALLY 5 Years

Coordinated outdoor rally for approximately 500 attendees, achieving 250%+ of goal

EDUCATION & PROFESSIONAL DEVELOPMENT

BBA, Business Management, Angelo State University

Classroom Instructor for IRS New Hires and CPE Instructor for Field Personnel

IRS Collection On-the-Job Instructor for a full year

Revenue Officer Advanced Technical Training

IRS Spokesperson on TV for the Volunteer Income Tax Assistance (VITA) program, the Combined Federal Campaign (CFC), and during a high-profile tax case involving seizure and sale of assets

MasterCard Charge-back Training

Excel classroom training through MicroAssist

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