Tax Examiner Support Specialist

CARLA DAVIS

*** ******* ***. #*** ******, TX ****3 Phone: 214-***-****

E-mail: *****.*******@*****.***

Education

MBA in Business Management

University of Phoenix 2011

Bachelor of Science in Business/Management (BSB/M)

University of Phoenix 2008

Employment History

Accounts Examiner

October 2011-Present Texas Workforce Fort Worth, TX

Performs entry-level to moderately complex accounts examination work. Functions as a tax examiner to ensure employers are complying with the Texas Unemployment Compensation Act (TUCA). Collect delinquent reports and taxes by contacting employers; audits forms from employers for accuracy, completeness and compliance issues; reviews employer accounting records including payroll, general ledgers, profit and loss statements and federal reports; prepares employer quarterly reports or makes adjustments as necessary; and assists taxpayers in preparation of forms. Communicate with employers, legislators, state or federal agencies to provide information regarding the TUCA and other state laws and federal laws. Performs skip tracing and investigations. May testify at hearings and before courts as necessary. Involves frequent telephone contact. Entails good organizational skills with attention to detail and ability to handle multiple priorities while meeting strict deadlines

Child Care Specialist

November 2010- September 2011 Texas Workforce Richardson,TX

Determine, verify and document eligibility, data enter all information and notify parents of eligibility status; determine availability of funding for care; authorize payment to eligible providers; calculate child care fees, make determination concerning the reduction of fees in cases of failure to pay fees, and end fees and referral; assess needs of parent and children; update case with reported changes; terminate childcare services.

Training and Delivery Support Specialist

Jan 2007- Dec 2009 Citibank Irving, TX

Deliver orientation, new hire programs and other programs to ensure associates have skills to perform job function. Manage, monitor and report on quality of training program and performance of up to 22 trainees as they progress through program. Provide performance support to newly trained associates. Build solid relationships and partnerships with line managers, and participate in and/or lead team project

Responsible for providing quality training delivery and performance support resulting in measurable results.

Facilitation of Customer service/sales new hires training including exempt and non-exempt employees.

Responsible for identifying developmental gaps and coaching resulting in performance improvement.

Contribute to the process of site Change Training supporting changes in processes, products, and procedures.

Site Self Assessment Coordinator

Oct 2005 - Jan 2007 Citibank Irving, TX

Directly manage trained and developed a staff of 7 employees across 2 sites. Conducted new hire interviews and makes recommendations on hiring and promotions. Responsible for managing various risk and control initiatives for THD Consumer Collections including Self Assessment, CATS, Record Retention, and Suspicious Activity Reporting (Consumer and Commercial). Consumer portfolio consists of $120 MM in receivables and, 667 M delinquent accounts. Interface and provide recommendations on control gaps to the operations team including the Director, SBA, Operations Manager and Unit Managers. Serve as the liaison between the National RCSA team and the local operation.

Flawlessly execute 350+ Self Assessment test inclusive of Consumer, Consumer Co-Brand, and Commercial Co-Brand portfolios. Provide leadership and guidance to the testers to ensure consistency and accuracy of test execution.

Established Record Retention program for Irving THD Consumer Collections where one did not exist.

Facilitate weekly communication with staff to ensure the appropriate dissemination of information related testing efforts

Operations Assistant

Mar 2004 – Oct 2005 Citibank Irving, TX

Relief role as Unit Manager in their absence

Data compilation and analysis to generate spreadsheet reporting, e.g., Weekend Hours, Performance, and Attendance

Coordinate and input staffing schedules, in line with established criteria

Perform Service Quality Monitoring observations and provide one-on-one coaching through constructive feedback utilizing Performance Coaching Drills

Offer side-by-side coaching to Collections Reps for system application

Facilitate “Nesting Period” for New Hire class, post classroom training

Evaluate ongoing training needs for all Collections Representatives and provide specific re-training as needed

Attend scheduled meetings, e.g., Unit Manager, Calibration, OM meeting, Voice of the Employee, Business Meetings

Assist in problem resolution, make strategic, process improvement suggestions

Contribute to a collaborative work environment and team concept

Account Resolution Specialist

Dec 2002 – Mar 2004 Citibank Irving, TX

Place outbound calls, utilizing Davox progressive automatic dialer to resolve past due credit card accounts.

Ensure maintenance of policies and procedures in accordance with federal, state and corporate regulations. Perform all duties in compliance with Fair Debt Collection Practices Act (FDCPA) guidelines.

Deliver world-class service quality above 90%, while maintaining production levels.

Provide aid in problem resolution, utilizing CACS, FDR and IBS operating systems in a Windows based environment for account lookup and documentation.

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