Customer Service Social Media, Director

Amy L Benesch

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

Cedar City UT *4721

Home 602-***-****

Objective

To apply my knowledge and computer system issues along with my training skills, organizational abilities and leadership skills in rewarding employment with the prospect of personal and professional growth, with the opportunity to work successfully in an administrative capacity after retiring from a successful public service career. .

Work Experience

Arizona Department of Revenue

Southern Regional Office Director, Taxpayer Ombudsman

September 2017 to March 2020

Resolution of advanced, escalated, difficult and high profile customer issues for all areas of the Department.

Overseeing of Operations for the Southern Region of Arizona

Innovation and Lean Management practices with process improvement and advanced customer service level goals throughout.

Special projects: Implementation of Live Chat web application and Training and Succession Planning for the agency.

Problem Resolution Officer and Administrator of the Inquiries and Requests District

May 2016 to September 2017

Resolution of advanced, escalated, difficult and high profile customer issues for all areas of the Department.

Day to day administration of the Customer Care Center, Licensing and Registrations, Penalty Review Unit, Hearing Office and Problem Resolution Offices.

Innovation and Lean Management practices with process improvement and advanced customer service level goals throughout.

Special projects: Residential Rental Bulk Upload, AZTaxes Linking, Unified Call Center

Community Relations Liaison- January 2013 to May 2016

Developing community resources for tax education is the primary focus of my current position. Start up of social media based outreach development.

Creating an electronic media based resource library.

Create step by step instructional materials on a variety of subjects from software function to business tax applications and calculations and even advanced customer interaction strategies.

Taxpayer and External Services Division, Licensing and Registration Unit, Maintenance and Bonding Manager, Administrative Services Officer III, 07/02/2011 – 1/1/2013

Day to day supervision of a staff of 6 directly with occasional daily supervision of up to 5 more.

Designated as "Acting Administrator" for the full Licensing and Registration staff in times of Administrator absence.

Project management of many highly vital projects for the work unit.

Created a new workflow dynamic to better utilize current staffing.

Implemented a staffing model utilizing cross trained for all functions eliminating staffing shortages and creating a more educated work force.

Created and carried out a plan to eliminate a huge back log in a very short period of time with minimal cost to the agency.

Trained all new staff members fully.

Worked on the development of the Unit's approach for many special projects including the Nursing Facility Licensing project, Applied For project, Annual bonding Exemption project, new line and system project and more.

Special Projects:

Cleared a large back log by streamlining a current workflow

Serve as a “Subject Matter Expert” for all Licensing Issues

Taxpayer Services Administration, Training Coordinator, Administrative Services Officer III, Arizona Department of Revenue, 10/02/2005 – 07/30/2012

Coordination of a comprehensive training program for the Taxpayer Services Division.

Design, implementation and administration of a complete “On the Job” training program for the Licensing and Registration Unit

Training coordination and documentation for all new staff members.

Creation and maintenance of all divisional education materials as well as revision of course materials for the entire Department of Revenue

Establishment an on-line training resource for all Department of Revenue Staff

Creation of a Policy and Procedure website for the entire Department of Revenue

Special Projects:

Guest Speaker for the Phoenix Tax Workshop

Policy and Procedure Coordinator for the Arizona Department of Revenue

Comprehensive development and delivery of software release training

Training coordination for the Audit Division, Collections Division including hands on BRITS training for the post RIF rehire project

Contracting and Bonding training for Collection’s staff and Creation and successful execution of Licensing & Registration & Process Administration partnership to reduce the JT-1 backlog

Licensing and Registration Supervisor, Administrative Services Officer I, Arizona Department of Revenue, 10/13/2002 10/01/2005

Supervised the operation of the East Valley, Licensing and Registration Section.

Processed the daily balancing reports to the comptroller s office.

Managed and train staff including performance evaluations and hiring.

Quality and production control for the unit including cash control and reporting.

Special Projects:

Serve as a primary educator for the BRITS transition 12/2004

Serve as the division’s training coordinator for BRITS, (BET Program)

Taxpayer Educator, Administrative Services Officer III, Arizona Department of Revenue, 7/10/1998 10/12/2002

Lead quality classroom style education for taxpayers and practitioners throughout Arizona.

Development of educational publications, presentations, and resource materials.

Administration of the Speaker s Bureau and Lunch and Learn Programs.

Promotion and marketing of new venues and outreach opportunities.

Maintained accurate travel and expense records.

Handled budget concerns for production materials and seminar venues.

Trained new team members.

Special Projects:

Volunteer Individual Tax Assistance Coordinator 1999-2002

Event Originator and Coordinator Employer s Potpourri 1999- 2002

Coordinator of the Arizona Department of Revenue s Speaker s Bureau 1999-2001

Employee of the Year 1998-1999

Field Revenue Enforcement Officer, Collector III, Arizona Department of Revenue, 1/20/1998- 7/20/1998

Collected seriously delinquent tax filings and monies owed.

Evaluated financial information in order to set satisfactory repayment plans.

Enforcement activities: including subpoena, levy and lien filing and seizure of property in lieu of monies owed.

Prepared seized property for auction.

Accurate record kept of collection activities and contact.

Organized field call schedule and coverage.

Special Project:

Guest Speaker at the Advanced Tax Workshop, ASU 1998

Debt Set Off Coordinator, Collector II, Arizona Department of Revenue, 07/20/1997-1/19/1998

Coordinated offset of assets and refunds to pay monies owed on business liabilities.

Analyzed and evaluated filing compliance for all entity types and individuals.

Issued Letters of Good Standing, Certificates of Compliance and Certificates for Dissolution or Withdrawal according to Arizona Statute.

Evaluated unclaimed properties for application to unpaid monies owed.

Supervised unit by designation in absence of unit supervisor.

Maintained extensive databases and merge files.

Wrote procedures and train staff

Special Projects:

Developed original website concept for Technical Compliance Services Area.

Developed procedure for assimilation of information from the Department of Corrections.

Troubled Audit Collector, Collector II, Arizona Department of Revenue, 6/11/1996-7/19/1997

Development and implement procedures for collection accounts pending adjustments.

Respond to detailed correspondence.

Act as a liaison to all areas of the Audit Division.

Supervise unit by designation in absence of unit supervisor.

Develop and update written procedures and train replacement staff.

Phone Collector, Collector II, Arizona Department of Revenue, 10/12/1993-06/10/1996

Collected delinquent tax filings and monies owed through the review of financial information in order to set a satisfactory repayment plan or enforcement activities including subpoena, levy and lien filing.

Trained of new collection staff.

Maintained accurate documentation of collection activity.

Special Projects:

Training facilitation in the Outbound Call Management Area

Bank of America

Customer Service Lead, Bank of America, 2/8/1992-10/12/1993

Answered complex customer inquiries

Supervised staff and Administered in service training for staff.

Evaluated customer credit scores.

Maintained accurate banking records and reversed finance charges and fees, according to policy guidelines.

Jeweler s Financial Services (Zales Corporation)

Profit and Loss Specialist, Jewelers Financial Services, 08/1990 2/8/1992

Administered all accounts nearing legal collection, and charge-off.

Cost Cutters Family Hair Care of Arizona

Salon Manager, Cost Cutters Family Hair Care, 10/85 8/1990

Managed all salon business activities and inventory and performed cosmetic services.

Maintained salon in accordance with State Board of Cosmetology rules.

Education

Rio Salado Community College, 3/1991-6/1993, 21 semester hours concentrating in counseling of seriously mentally ill populations.

Lavonne s Classic Beauty College, 7/1984-7/1985, 1500 hours of Cosmetology training, State licensure obtained and maintained currently.

Geneseo State University of New York, 09/1982-09/1984 General studies concentrating in Psychology.

Lyme Central School, Chaumont New York, 1970 1982 Regents Diploma, and Regents Scholarship recipient.

Computer Skills:

Excel Windows BRITS and Legacy systems Word PowerPoint Citrix Visio

Access

Personal and professional references available

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