Customer Service Sap
Resume:
APRIL JOINER
Geismar, LA ***34
850-***-**** cell
**********@*****.***
OBJECTIVE:
A position in an accounting, auditing and/or administrative support environment, which will allow me to further utilize my skills and abilities and acquire new skills and experience and allow me to be an asset to the employing organization.
EXPERIENCE SUMMARY:
• Customer service, call center and collections experience
• SAP accounting and tax auditing experience
• Extensive research of Florida Statutes and Administrative Code to ensure tax compliance
• Administrative support experience (including Front Desk/Receptionist duties)
• Legal / Court experience (Child Support)
• Microsoft Word, Excel, PowerPoint (with some Access experience)
EXPERIENCE
3/2009 – 7/2011
Tax Auditor II
Florida Department of Revenue, Tallahassee, FL
• Documentary Stamps tax auditor; ensure compliance of Florida Statutes and Florida Administrative Code regarding deeds transferring interest in property
• Researching Clerk of Court & Property Appraiser info for possible taxable documents; organizing and preparing taxable documents for audit initiation
• Creating initial correspondence to taxpayer using MS Excel & MS Word (mail merge) & requesting the audit file set up using MS Excel; upon receipt of audit file
• Creating & issuing notices (using MS Excel) for tax & interest due
• Communicating with taxpayers via phone and written correspondence for any additional information or payment due, payment arrangements, and other audit information; amending audit calculations based on documentation provided by taxpayer
• Maintaining audit file and SAP with audit information including posting payments, printing audit statements for balances due, taxpayer social data and/or Power of Attorney information, printing escort documents to ensure payment processing and closing audit files upon resolution (whether bill was paid, not due, or taxpayer provided documentation proving deed was not taxable); scanning hard copy of audit file and attaching to account in SAP upon closure of the audit file
• Maintaining & exceeding required amount of closings per month, organizing and prioritizing workflow to ensure that audit file inventory is sufficient and deadlines are met
9/2007 – 3/2009
Tax Auditor I
Florida Department of Revenue, Tallahassee, FL
• Creating audit file and organizing workpapers within audit file for next action
• Reviewing contractor agreements, employee payroll documents (including 1099s, W2’s, paystubs) and other documentation to make determinations regarding employer liability for Unemployment Tax and claimant coverage pursuant to Florida Statutes
• Representing the Department in protest hearings
• Corresponding (via phone or written correspondence) with employers and claimants for additional information
• Maintaining audit file and SAP with employer liability and claimant information, including updating and correcting claimant social data, adding wage information to employer account, updating employer social data and liability information
• Drafting letters to employers regarding the above mentioned determination and closing audit file; ensuring all necessary workpapers are in file
• Organizing closed audit files and preparing for records storage; scanning hard copy of audit file and attaching to account in SAP upon closure of the audit file
• Organizing workflow to ensure audit files are closed by designated deadlines
• Reviewing cases re-routed from Agency for Workforce Innovation due to additional information received; determining whether additional information is sufficient to change audit determination or employer liability
4/2007 – 9/2007
Revenue Specialist III
Florida Department of Revenue, Tallahassee, FL
• Reviewing incoming applications for Certificate of Exemption (Sales Tax)
• Determining eligibility for exemption certificates and communicating with customer for additional information necessary in order to approve application
• Creating and maintaining account on SAP regarding exemption certificate
• Data entering application information into SAP; creating & sending correspondence to organizations requesting required documents needed to approve the application
• Handling incoming calls (ACD line) of customers inquiring on application status
• Organizing workflow to ensure that applications are reviewed and process completed within designated timeframe
11/2005 – 4/2007
Revenue Specialist II
Florida Department of Revenue, Tallahassee, FL
• Handling incoming & outgoing collections calls in the Collections Call Center
• Extensive researching of tax issues for various tax types in order to answer taxpayer inquiries, including extensive research of Account Balance screen to determine where payments & returns were applied and how they were settled and where taxpayers notice for amount due were originated
• Transferring misapplied returns and payments
• Waiving penalties and/or making payment arrangements with taxpayer
• Amending incorrect tax returns; reconciling against the paper return
• Inactivating accounts and making social data updates
• Processing taxpayer incoming correspondence
5/2005 – 11/2005
Revenue Specialist II
Florida Department of Revenue, Tallahassee, FL
• Researching & preparing case files for Child Support court hearings; including preparing case file with Custodial & Non-Custodial parent wage information, public assistance information, social data, employer information
• Representing the Department in Child Support court hearings and mediations; includes testifying at court proceedings regarding the Departments information which may include employer/income information, child support payment history, arrears balance information, audit results
• Auditing child support cases to determine arrears amount owed, amounts paid and how much is retained for public assistance paid out
• Taking notes from court proceedings and data entering into FLORIDA system; includes notes regarding hearing officer decision, paternity declaration, child support calculations, and all other information disclosed in court hearing
• Reviewing court orders for accuracy and tracking status using Excel spreadsheet
• Assisting walk-in clients regarding their case, including payment status, balances due, and legal issues
11/2004 – 5/2005
Revenue Specialist II
Florida Department of Revenue, Fort Walton Beach, FL
• Interviewing walk-in clients in order to establish Child Support case; includes gathering paternity affidavits, financial affidavits, any existing court orders, birth records; assisting clients with inquiries on their established case
• Creating Child Support cases with documentation provided from Dept. of Children & Families, custodial/non-custodial parent and Out-of-state agencies
• Reviewing and updating case files in order to escalate for next appropriate action including referrals to Legal Service Provider for court proceedings
11/2003 – 11/2004
Senior Word Processing Systems Operator
Florida Department of Revenue, Crestview, FL
• Administrative Support for the Judicial team; prepared case files for the DOR court team, ensuring required documents were in case file
• Updated system with court notes, employment information and client addresses
• Created and updated Excel spreadsheets with legal referral and court docket tracking information
• Mailing requests for information and/or copies of court orders to clients
• Processed checks & money orders; sent postal verification letters to USPS and income verification letters to employers to inquire of social & income data on clients
• Distributed mail to intended team members
• Receptionist/front desk duties
• Extensive filing of child support case files and documentation
• Working alerts list (alerts that are generated on a list that indicate that a case file may need to be escalated to the next appropriate level/action)
• Coordinated charitable activities within the office to benefit the yearly Florida State Employees’ Charitable Campaign
12/2002 – 11/2003
Data Entry Operator
Florida Department of Revenue, Tallahassee, FL
• Extensive examining and data entering of tax returns into SAP
• Reconciling against paper return
• Data entering other documents regarding Estate Tax
• Correcting Insurance Premium taxpayer address on system and researching for correct taxpayer address
• Reviewing & correcting employee resource reports and timesheets
• Front desk/Receptionist coverage
10/2000 – 12/2002
OPS/Clerk Specialist
Florida Department of Revenue, Tallahassee, FL
• Logging returned mail and researching for updated address
• Making address corrections on system
• Inactivating and closing accounts per taxpayer request
• Issuing tax coupon booklets
• Creating employee procedures handbook, meeting materials, labels and taxpayer correspondence
• Updating tax accounts with returned items information
• Filing correspondence related to taxpayer accounts
• Directing workflow to employees
• E-mailing pertinent info to statewide service centers regarding returned items
EDUCATION
2000 – 2002
Tallahassee Community College, Tallahassee, FL
Associate of Arts Degree (General Studies)
REFERENCES
Professional
• William Asifor-Tuoyo, Supervisor (Dept. of Revenue),850-***-****
• Maria Morales, Administrator (Dept. of Revenue), 850-***-****
• Ken Richards, Service Center Manager (Dept. of Revenue), 850-***-****
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