Customer Service Business Tax

ETTA

FOSTER

***** *. ************ *** **** **C Oklahoma City, OK 73134 580-***-**** ****.******@*****.***

Summary of Qualifications and Skills

Professional, self-sufficient, and highly motivated

Teamwork and collaboration

Strong organizational and prioritization skills

Ability to coordinate multiple projects and meet deadlines

Excellent written and verbal communication

Time and self-management

Flexibility and adaptability

Attention to detail

Adherence to program objectives, guidelines, and goals

Strong active listening skills that have been developed through twelve years of customer service experience

Ability to diffuse tense and/or difficult situations with tact and ease through rapport building

Proficiency in Microsoft Office suite: Excel, Outlook, and Word

Analyzing detailed files through information gathering with the consumer

Data accuracy and verification checks

Computer technology principles, terminology, and automated systems

Work Experience

March 2023 July 2024 OK Tax Comm, CSR/Business /tax

Field Services Officer

The Field Service Officer plays a critical role in the Collections Division’s primary assigned goals: the enforcement of state statutes, rules, and the collection of outstanding business tax delinquencies/liabilities

Examines, investigates, and reviews records, reports, and management practices to ensure legal compliance with state rules and statutes

Appropriately addresses internal and external customer issues while respecting business needs

Assists with other activities performed by other OTC sections and related tax types within the agency

Manages and prioritizes assigned caseload and provides services to taxpayers with little supervision

Identifies the most appropriate method to complete tasks and meet deadlines

Evaluates relevant data and aspects of situations and make appropriate decisions

Reviews applicable laws, regulations, and procedures to provide taxpayers detailed action plans

Provides instruction on the completion and filing of various business tax forms

Conducts a variety of field visits for business tax compliance identified by OTC Divisions, other state agencies, and the general public

September 2019 to March 2023 Ttec, Customer Service Representative/Claims Adjuster

5-week training to process accident claims for USAA, contracted through Ttec

Nov. 18, 2019 – Dec. 8, 2019

Self-study for the Oklahoma, New York, and Hawaii exams, becoming licensed in 49 states.

Customer service experience by helping USAA members with auto accidents, home, and property damage

Investigate, evaluate, and adjust low to moderately complex Auto and Property wind and hail claims presented by or against insureds to confirm coverage, and determine legal liability in compliance with all state regulatory requirements.

Contributes to business goals, performance metrics, and effectively uses tools and technology.

Document summary of each contact via our system applications.

Provide accurate information in a business-like and friendly manner to ensure member satisfaction.

Strive for first-call resolution including providing options and alternatives to best assist the member.

Maintain knowledge of department reference documents.

Work extended hours to meet demands during catastrophic events, as needed.

Prepare e-mails and other correspondence as requested.

Conform proper business etiquette and company guidelines with a positive attitude.

December 2014 – May 2019 Hertz Corporation, First Notice of Loss Subrogation Clerk

Analyzed customer accident claims to determine if additional information needs to be gathered and if current materials can be appended to existing customer files

Reference checks with Hertz Claim Management (HCM) to determine if the customer file exists

Created new Hertz customer accident claim files in a pre-existing form

Assist customers with rental agreement claims or route them to the correct department in a timely and efficient manner

Ensured corporate standards and procedures are met based on the HCM processes

Was responsible for various administrative duties for the First Notice of Loss department through telephone communication, e-mail, standard mail, and/or another contact on specified claims

July 2014 – October 2014 Manpower Temporary Services-Hertz, Research Assistant

Gathered information to determine the location and serial numbers of printers loaned through a contractual process with Hertz rental companies

Verified data related to the loan process to determine if machines are still working properly

Initiated the process of replacing or fixing Ricoh printers on location by researching the collection of correct addresses and phone numbers for store locations

Keep detailed records of the location of new printers

October 2012 – May 2014 Midland Mortgage, Loan Counselor

Resolved applicant inquiries to determine if customers are qualified to apply for Midland’s Loss Mitigation Program

Counseled customers regarding their financial status by utilizing pre-determined questions

Assisted customers in the understanding and execution of a variety of formal Loan Modification Documents

Processed payments for repayment or trial agreement plans and make sure the accuracy of data entered and verification checks on accounts for billing and account discrepancies

November 2004 – August 2012 Assurant Solutions, Call center Representative

Was responsible for providing outstanding customer service for Discover, Chase, Citibank, Sears, and Bank of America credit card products and services

Navigated multiple computer software programs while continuing conversations with customers

Attended workshops and seminars to stay up-to-date on product knowledge

Successfully diffused volatile customer situations while demonstrating a sense of urgency in a call-center environment

Actively and attentively listened during customer calls determining the problem and best solution and confirming the outcome of a customer call to ensure satisfaction.

Education and Training

Cameron University, Lawton, OK

Bachelor of Science, Business Administration, Cum Laude

Certification in Microsoft Word 2010- Francis Tuttle Technology Center, Edmond, OK

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