Customer Service, Tax Analyst

STERLING T. MINOR

Phone: 919-***-**** Email: ********@*****.*** www.linkedin.com/in/sterling-minor-987994232

SKILLS & KNOWLEDGE

●Salesforce (Report building, Root Cause Analysis)

●Data entry, cash handling, customer service, SurePrep, GoSystems

●Reynolds and Reynolds, ECMS/TTR (Tax Exemption & Compliance Management

EXPERIENCE

Hendrick Automotive Group - Cary, North Carolina National Sales Tax Compliance Specialist Aug. 2024 -

●Led an end-of-year project to secure W-9 documentation from every Hendrick dealership and associated vendors, ensuring comprehensive compliance.

●Performed weekly audits for new customers flagged as tax-exempt in Reynolds and Reynolds.

●Collaborated with Parts and Service Managers to retrieve missing Sales Tax Exemption Certificates, maintaining a robust compliance process.

●Managed access levels for dealership and accounting employees in ECMS/TTR, aligning permissions with role requirements.

●Conducted certificate verification for tax-exempt customers in required states, ensuring compliance across multiple jurisdictions.

●Expanded the ECMS/TTR program across Hendrick Automotive Group to centralize Federal Tax W-9 documentation processes.

Avalara – Durham, North Carolina Tax Analyst, May 2023 - May 2024

●Collaborated with senior leaders to develop and implement a streamlined process for Salesforce, optimizing compliance operations and enhancing efficiency

●Successfully reduced case resolution time from 200 days to 34 days in 3 months

●Facilitated and lead productive meetings and weekly trainings with our US and Pune teams.

●Drove initiatives to enhance the customer experience through creating FAQ pages that proactively addressed questions of customer inquiries, reducing support ticket volume by 20% in Quarter 4.

●Collaborated with leadership by conducting thorough jurisdictional notice analysis, identifying top case drivers, and created actionable process improvements to enhance customer satisfaction

●Prepared sales, use and telecom returns under the guidance of my direct manager

●Aided and identified tax right changes from the jurisdiction and communicated those changes to the content team.

Apex Systems/Microsoft – Dallas, Texas (Remote) ACA, September 2022 – February 2023

●Served as the final escalation point for account recoveries by resolving customer issues resulting in customer satisfaction

●Proficient in detecting and investigating fraud within programs such as Microsoft Office, Xbox Live, and Skype products, ensuring security for customer accounts

●Ensured documentation was completed to maintain company regulation and standards

BDO USA – Cleveland, Ohio (Remote) Accounting/Tax Specialist, October 2022 – January 2023

●Consistently prepared 50 monthly personal and business income tax returns and demonstrated efficiency and accuracy by meeting company deadlines.

●Ability to work in a deadline driven environment and handle multiple projects/tasks with an attention to detail

JF Petroleum Group - Morrisville, North Carolina Customer Service & Dispatch Agent, 2021 - 2022

●Managed dispatch and provided overnight customer service for fuel stations, ensuring smooth operations and timely response to emergencies

●Coordinated efficient response times by dispatching agents to address emergent issues

Alorica - Verizon High Point, North Carolina Customer Service/BGCO Lead, 2017 – 2021

●Continuously promoted due to outstanding performance and success within the company

●Managed businesses with 1000 phone lines and ensured team operations were effective and efficient

●Facilitated training of new hires and established expectations for live calls and customer excellence

●Constructed weekly reports for other team leads that provided valuable tools for coaching and training of individual contributors.

EDUCATION

North Carolina A&T State university Greensboro, NC

Bachelor of Science in Accounting 2015

REFERENCES

Available upon request

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