Customer Service Assurance Analyst
Resume:
Amy J. Parker
*********.**@*****.***
SUMMARY
A detail oriented professional specializing in the customer service industry for over 15 years. Eager to create a positive customer experience enabling the customer and the business to meet their respective goals. Extensive knowledge of tax laws, qualifications and procedures required to maintain a successful business when seeking tax or financial assistance. Proficient in completing tasks with minimal supervision, detail oriented with like mindedness to complete tasks efficiently and timely. Effective training and mentoring provided contributing to strong partnerships and teamwork. Flourishes in fast paced environments, excellent organizational skills and the ability to prioritize tasks.
Align financial goals to ensure compliance
Detail oriented professional
Knowledge of business and personal tax documentation
Excellent conflict resolution skills
PROFESSIONAL EXPERIENCE
State of Arizona
Field Revenue Officer- Department of Revenue 2015-2017
Independently managed inventory of more than 300 accounts. Provided education and compliance information to reduce return rate increasing errors on submitted monthly and quarterly and annual returns for varying businesses and individuals. Verified general business contact certification. Issued subpoenas to request business information, scheduled payment arrangements, initiated referrals to the Attorney General’s office for enforced action. Conducted meetings and weekly field calls to reach resolution as quickly and efficiently as possible.
Point of contact to resolve tax matters with clients quickly and efficiently
Collected and Reviewed tax return documentation and conducted compliance checks ensuring the proper licenses were displayed to remain compliant with state laws
Enforced action by means of issuing levies, filing liens, required skip tracing to locate owners or survivorship information for the businesses for beginning to end resolution
Created payment plans to assist the business owner stay within tax compliance guidelines
Wells Fargo Bank
Quality Assurance Analyst II- Loss Mitigation- Operational Risk 2012-2015
Performed Quality Assurance reviews ensuring compliance with bank and government regulations. Created reporting to monitor accounts capturing collection activity data to ensure deadlines during remediation projects were met. Led meetings with senior leadership creating and providing reporting to supporting system integrations.
Conducted training sessions with senior leadership improving process management reducing aged accounts by 50%.
Created and maintained partnerships across various lines of business to streamline communication
Collections Supervisor II- Loss Mitigation- Collections/Processing 2009-2012
Managed a team of 10 bringing them from a low performing team to a top producing team raising collections rate by 40% and quality monitor scores by 50%. Resolved high level escalation calls reaching solutions to meet the needs of both customer and business.
Monitored collections team working to place customer on payment treatment plans, negotiating payment arrangements.
Encouraged peer partnership increasing communication and increased awareness of one another to share their best practice ideas for improved performance.
Work Director II- Originations- Funding Department 2006-2009
Responsible for employee training including follow through to ensure all materials and techniques were understood. Reviewed complex scenarios and implemented a plan of action in a concise manner. Team liaison for legal and compliance updates revising new and existing policies and procedures.
Trained and supervised temporary staff resulting in permanent employment offers
Travelled out of state to train a new team during transition of department location.
Participated in Kaizen events to reduce turn time and improve customer service.
Operations Processor II- Originations- Audit/Issue Resolution 2003-2006
Conducted quality control reviews of signed loan document packages followed by initiating and maintaining customer contact to resolve compliance errors
Oversaw quarterly system enhancements to ensure accurate implementation
Corrected documents per county recorder guidelines throughout the state
Awards and Achievements
2006 Annual Service Conference
Best Practices Ideas
Excellence in Action
Top Quality and Performance Excellence monthly recognition
Professional Development courses or certifications
Customer Centric Organization training
Completion of Clifton Strengths Finder course
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