Customer Service Professional

SHONTA’ D. WILLIAMS

**** ******* *****

Baton Rouge, La. 70814

Ph. 225-***-****

*********@*****.***

Objectives:

Seeking a challenging and rewarding position in a company where my proven skills can be utilized while offering me the opportunity for professional growth and development.

Professional Summary:

A dedicated Tax Analyst II with 15+years of experience. With advanced training as Administrative Coordinator, Assistant Management, Receptionist and Financial Collections. Also coordinated work between two call centers.

Skills

Income tax knowledge consisting of, but not limited to: individual income, withholding, sales and corporation tax

Able to keep accurate and complete CRM notes

Proficient in Windows, Spreadsheets, Microsoft and Outlook

Supervised and lead team groups

Provide accurate communication with customers, through telephone and/or written means of communication.

Strengths

Goal oriented

High Productive

Ability to work independently and make sound decisions

Ability to quickly and effectively make customers aware of any errors, omissions, or questions.

Experience

Tax Analyst II and Team Leader

La. Dept. of Revenue – Baton Rouge, La. October 2007 – September 2017

Responsible for assisting agents with escalated calls. Explaining individual, withholding, sales and corporate tax return. Responsible for receiving inbounds calls efficiently and in a courteously manner. Conveying and capturing accurate information. Forwarding documentation requests by email for other departments to complete. Entering client’s personal information and inputting CRM notes accurately into the system.

Administrative Coordinator

Earl K Long Hospital – Baton Rouge, La. February 2005 – September 2007

Responsible for preparing charts for various individual medical clinics. Case Management. Filing lab reports in charts, preparing Emergency Room discharge papers, consent forms, Living Will documents, EKG reports, blood work and X-ray reports, etc. Faxed patient information and doctor’s visits to other clinics when requested, answered multi-line phones, collected payments and pulled medical records for doctors and nurses as needed.

ICF Agent

La. Road Home – Baton Rouge, La. September 2005 – June 2006

Responsible for expediting high volume calls to process applications for Natural Disaster victims. Interpret financial needs and home evaluations for applicants. Schedule appointments and appropriate follow ups with advisor. Continuous application status checks, and assists callers with online applications problems.

Receptionist

Service Plus Automotive – Baton Rouge, La. May 2003 – June 2005

Responsible for greeting customers, answering phone calls, scheduling tows, ordering car parts, faxing job orders, daily bank deposits, and cashier duties.

Assistant Manager

Shell – Baton Rouge, La. March 2002 – February 2003

Responsible for overseeing cashier’s daily duties, accurately balancing cash register’s after each shift. Ensured a safe work environment both physically and financially. Balanced credit cards, debit cards, checks and lottery tickets, etc. Balance end of the day paper work. Order inventory as needed.

Cashier

Supersaver – Baton Rouge, La. October 2000 – June 2001

Responsible for greeting customer, customer service, accurately updating cash register balance after shift, restocking returns, and upkeep of work area.

Education

High School Diploma May 1989

Capitol Senior High School – Baton Rouge, La.

Contact this candidate