Denise N. Johnson

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

Baltimore, MD 21213

443-***-****

ad4opc@r.postjobfree.com

EXPERIENCED ADMINISTRATIVE ASSISTANT/CUSTOMER SUPPORT SPECIALIST/CALL CENTER AGENT

•Service-focused, technically skilled and hardworking office support professional with 15+Years’ experience as an Administrative Assistant

•Skilled in planning business meetings as well as events for the public

•Able to create and manage a budget

•Educated in posting payments and reconciling financial records

•Versed in Medicare, Medicaid and Insurance terminology, and procedures

•Knowledgeable in navigating, creating and posting to social media sites such as Facebook, Twitter, Instagram and Snapchat

•Able to set up catered events with the appropriate décor

•Call Center experience and some technical support experience

•Strong organizational and problem solving skills

•Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology

•Knowledge of Microsoft Word, Excel, PowerPoint, Outlook and Access

•Well educated in setting up spreadsheets in Microsoft Excel

•A self-motivated professional, who works well under pressure, enjoys new challenges, and dedicated to the profession

•Proven ability to work independently or on a team to meet company deadlines and objectives

•Knowledge of QuickBooks, Service Tracker, Envision, Cisco and Avaya phones

EXPERIENCE

State of MD, Comptroller of MD, Compliance Division, Revenue Examiner II

01/2023-07/2023

Provide tax assessments and examinations within the Individual Nexus Unit. Examines and edits tax returns submitted to the Comptroller of Maryland, in order to determine adequacy and compliance with reporting regulations and tax laws. Applies applicable tax laws to determine taxpayer filing requirements or other compliance issues: corrects tax returns that are in error according to the applicable tax laws; assists taxpayers through telephone or written communications in order to answer their specific questions according to the applicable tax laws.

State of MD, Comptroller of MD, Compliance Division, Revenue Examiner I

06/2021-01/2023

I currently do financial and compliance revenue field audits as part of an audit team within the Compliance Dept in the Business Nexus Unit of the Comptroller's office. These specialized fields and tax types may include sales and use tax, admissions and amusement tax, boxing and wrestling tax, withholding tax, motor vehicle fuel tax, International Fuel Tax Agreement (IFTA), alcohol tax, tobacco tax, other tobacco products tax, unclaimed property, tire fee, bay restoration, public debt tax, and any other revenue levy authorized by the legislature. I administer 30 day temporary sales and use tax licenses and document the payments for the licenses. Process MW507's (Maryland withholding exemption certificates) and MW507M which is the Military Maryland withholding exemption certificates.

State of MD, Comptroller of MD, Compliance Division, Office Processing Clerk II

05/2019-06/2021

Review, sort, enter case notes and batch incoming correspondence into categories according to specific compliance programs. Enter case notes, batch and log copy of checks when receiving from accounting. Type letters and memos from a template pertaining to various programs and projects within the Individual Nexus Unit using the mail merge. Retrieve mail and/or incoming facsimiles throughout the day to be opened, sorted and distributed to the appropriate staff. Deliver inter-office mail as needed. Perform address corrections through the SMART system based on request received from taxpayers and auditors. Prepare weekly report detailing the amount of correspondence received daily for each Compliance Program. Prepare and submit weekly clerical report detailing amount of work completed and number of hours worked. Perform duties as assigned by the unit managers and assistant manager. Prepare weekly reports for the incoming correspondence, the daily reports for incoming money, and submit weekly clerical reports detailing amount of work completed along with number of hours. Maintain copies of employee sign in sheets for supervisors. Log adjustment review sheets in a spreadsheet, put copies in book, log when supervisors return adjustment sheets. Refer requests for hearings and appeals to the appropriate staff and maintain a copy of the request to refer to. Look in the SMART system to see if the Hearing or Appeal has been processed and if not contact the appropriate person for a resolution. Use a scanner to scan work to be processed. Answer phone calls and directing the caller to the appropriate staff member or taking appropriate messages. Maintaining the copier and supplies for the Compliance staff. Perform duties using Microsoft Office Suite, Google Suite, Adobe Acrobat, Microsoft Teams, computer, printer and scanner.

Baltimore City Public Schools, Baltimore, MD 09/2018-05/2019 09/2018- Present

Customer Support I, Transportation

•Customer support for the Office of Pupil Transportation handling calls and administrative tasks

•Knowledgeable of the Student Transportation System and the HEAT ticketing system

•Logging incident reports in Excel and documenting updates and resolutions

•Working knowledge of Baltimore City Public Schools’ district functions, policies and administrative regulations to provide guidance and answers

Ajilon, Baltimore, MD 04/2018-08/2018 04/2018-08/2018

Assigned to Ports America Chesapeake

•M & R Billing Clerk

•After receiving the daily maintenance and repair work orders, they are then keyed into the Ports America Depot System

•Run a report of each batch that is keyed into the Depot System and send that report to the appropriate vendor to be reviewed and a purchase order issued for those work orders that have been approved

•The purchase order number must then be keyed into the Depot System and sent for final approval

Collabera, Baltimore, MD 12/2017-03/2018 12/2017-03/2018

Assigned to Toyota Financial Services

CW Clerical /Admin

•Working in the TFS East CSC Inventory Control Department

•Specific assignment is Post Term Billing

•Billing clients that lease cars from Toyota

•Finalizing contracts for clients that have turned in cars at the end of their contracts and or leasing another car

•Inputting data from car dealers who have clients that turned in cars

•Refunding money owed to clients with balances on their accounts

Office Team – Robert Half, Baltimore, MD 08/2017-10/2017

•Barton Cotton – Customer Service Representative - 09/2017-10/2017

•Meals on Wheels – Receptionist - 08/2017-09/2017

Insight Global, Baltimore, MD 05/2017-05/2017 05/2017-05/2017

Administrative Assistant

•Assisted in the changing of assigned desk locations, filed paperwork associated with the billing info for commercial properties. Scanned hard copy files to be held in an electronic folder.

Baltimore City Public Schools Baltimore, MD 03/2013-04/2017

Customer Support Specialist I – 02/2017-04/2017

SAME DUTIES AS BELOW

Baltimore City Public Schools, Call Center, Baltimore, MD

Customer Support Specialist I – Sigman & Summerfield Associates, Inc. - 8/2016-02/2017

Baltimore City Public Schools – Call Center, Baltimore, MD

Customer Support Specialist I - 07/2015 – 07/2016

•Experience using Cisco phones and HEAT system for recording parent and community issues, concerns and complaints.

•Efficient in handling technical support such as password reset, remoted into staff computers to assist with downloads and computer software issues.

•Excelled in role requiring the ability to handle a variety of customer service and administrative tasks and resolve customer issues with expediency.

Baltimore City Public Schools – Engagement Office, Baltimore, MD

Office Assistant - 03/2013 – 06/2015

•Excelled in role requiring the ability to handle a variety of customer service and administrative tasks and resolve customer issues with expediency.

•Demonstrated proficiencies in telephone and front-desk reception within a high-volume environment. Calmed upset/angry customers, researched and rapidly solved problems and built client trust in the District’s ability to resolve issues

•Support internal and external stakeholders by having a working knowledge of Baltimore City Public Schools’ district functions, policies and administrative regulations to provide guidance and answers to a non-technical audience

•Nearly 2 years of experience using Cisco phones and HEAT for recording parent and community issues, concerns and complaints

•Served as first point of contact for volunteers, schools, families and community calling or visiting the office. Efficiently operated phones and provided prompt, courteous and knowledgeable assistance.

Office Team – Robert Half, Baltimore, MD 09/2012-06/2015

Office Team is a leader among office and administrative employment and represents experienced administrative professionals who possess top-notch technical skills and interpersonal abilities.

CannonDesign - 05/2015 – 06/2015

Receptionist

MECU - 09/2012 – 01/2013

Data Entry Organizer

A. E. Brodhurst Corporation, Baltimore, MD 06/2012 – 08/2012

Office Assistant 03/2001-11/2010

Department of Health & Mental Hygiene, Baltimore, MD 03/2001 – 11/2010

Office Secretary II

•Administrative support for the Fiscal Service Manager and staff

•Kept records of patient invoices and payments

•Keyed in payments and prepared checks for deposits

•Processed employee timesheets for payroll

•Handled incoming and outgoing mail

•Typed memos and letters

•Tracked and ordered supplies

•Maintained records for the copier account

EDUCATION

Colorado Technical University

Majoring in Business Administration

Credits Earned for Associates Degree

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