Customer Service Quality Assurance

RESUME OF

ORLANDO R. GUERRERO

State Comptroller of Public Accounts

October 1, 1984 - December 31, 2011,

With over 27 plus years of employment I have acquired much experience and knowledge in working in different capacities and will be shown by the following career highlights:

Tax Assistance, Tax Policy Division, Tax Specialist V

• Successfully assisted taxpayers of Texas in filing tax reports

• Acquired expertise in Sales, Franchise and Motor Vehicle Tax statutes

• Interface with tax professionals to resolve and reconcile account discrepancies

• Instruct and train other tax examiners on a variety of tax issue, on the job.

• Excelled in customer service by taking the most irate taxpayers from coworkers

• Automate and created list with all questions asked that could help employees

• Awarded quality assurance award as employee of the month

Account Maintenance Division, Account Correspondence, Supervisor

• Supervise 11 employees working correspondence from taxpayers

• Assist section personnel resolve taxpayer account problems

• Set up new section in new division with new procedures from scratch

• Automate some inventory processes

.

Tax Assistance, Tax Policy Division Call Center Supervisor

• Supervise up to 12 call center agents

• Coach employees to provide good taxpayer customer service

• Conduct team meetings to provide section goals, training and updates

• Monitor phone taxpayer assistance calls for quality assurance

• Mentored one employee who won employee of the year twice

• Successfully handled most difficult taxpayers that couldn’t be section personnel

• Automate time sheet accounting using Excel

• Automate call monitor process with the use of Excel

Revenue Accounting Division, Account's Examiner V

• Subject matter expert in Motor Vehicle and Franchise Tax and refunds

• Team lead when supervisor is absent

• Analysis for tax related legislative changes impacting our division

• Assist taxpayers and provide recommendations for better tax results

• Proactive customer service in regards to resolving various tax related issues

• Self-taught and proficient in structured query language for db2 table queries

• Automate time accounting weekly inventory process

• Automate inventory through system software change recommendations.

• Automate via the use of Macros and Scripts repetitive “cics” key entry

• Nominated and won annual agency award for the most innovative employee

Contact this candidate