Tax Specialist

• Feb 2022 - Present

Master Tax Advisor- Enrolled Agent

• Oct 1998 - Present

Responsible for preparation of personal and corporate returns for clients. Through Block, received training in advanced corporate tax returns, partnerships, and specialized personal tax returns.

Team Leader

• Oct 2020 - Aug 2021

Tax & Accounting Editor

• Aug 2021 - Feb 2022

Director of Business Intellgence and Revenue Assurance

• Aug 2017 - Apr 2020

Senior Quality Manager

• Sep 2012 - Jul 2017

Working in the Service Desk Services Department, was responsible for remediation activities to help Service Desks both domestically and international reach Service Level Agreement (SLA) performance, as well as looking for internal cost savings opportunities throughout the SEM (Service Experience Management) organization. Major accomplishments included: • As senior transition manager, helped ensure the successful transition of numerous clients to Compucom service desk. • Modified the Quality Monitoring (QM) process to ensure that surveys were performed for all agents across the Service Desks in Mexico, Canada and the United States. • Created the Electronic Long Call Information Database (ELCID), which provided a mechanism to review lengthy calls to determine whether the issues were agent coachable issues or process related issues. This have positively impact average handle time (AHT) positively for those accounts who followed the process. • Served a secondary responsibility of the initial successful rollout of the eGain: Multi Customer Engagement tool in India, United States, and Mexico. • Shared responsibility for the agile rollout of the WFM Verint process which allowed the corrected use of the tool throughout accounts in CompuCom. Show less

Senior Analyst

• Aug 2011 - Sep 2012

Working in the Convergys Customer Experience Applied Analytics Department, responsible for monitoring CSAT performance and creating continuous improvement plans for call centers both in North America and Globally. Responsible for creating CSAT improvement for call center that improved score by 20% in one month. Working in the Convergys Customer Experience Applied Analytics Department, responsible for monitoring CSAT performance and creating continuous improvement plans for call centers both in North America and Globally. Responsible for creating CSAT improvement for call center that improved score by 20% in one month.

Service Management Transition SME

• Nov 2010 - Aug 2011

Responsible for service management transitions between new customers and the Accenture US North American Delivery Center in Cincinnati. Responsible for the creation of Operating Level Agreements (OLA) between internal teams and assisting with reporting, problem management and continuous improvement activities. Responsible for service management transitions between new customers and the Accenture US North American Delivery Center in Cincinnati. Responsible for the creation of Operating Level Agreements (OLA) between internal teams and assisting with reporting, problem management and continuous improvement activities.

Transition Manager

• Jul 2009 - Nov 2010

Responsible for transitioning new accounts from contact signing to steady state for IT outsourcing, including Service Desk, Break/Fix, IMAC and Asset Management services. Duties included due diligence activities, creation and leading a comprehensive project and communication plan, and working with technical SME’s both internally and externally to meet planned milestones within required budget and timeline. Responsible for transitioning new accounts from contact signing to steady state for IT outsourcing, including Service Desk, Break/Fix, IMAC and Asset Management services. Duties included due diligence activities, creation and leading a comprehensive project and communication plan, and working with technical SME’s both internally and externally to meet planned milestones within required budget and timeline.

Project Manager- Global PMO

• 2008 - Feb 2009

Responsible for bringing best practices I developed in North America to Service Desks located in Istanbul, Germany; Cork, Ireland; and Manila, Philippines. Ongoing projects include: * Utilizing CTI information to drive Average Handle Time (AHT) improvements at these centers. * Establishing globalized customer satisfaction (CSAT) processes. * Utilizing tools for call avoidance projects.Duties also included monitoring on-going projects at these centers and providing numerous financial reports on ongoing fiscal improvement projects globally. Also provided six sigma training globally. Show less

Service Desk Continuous Improvement Manager

• May 2007 - Jun 2008

Responsible for continuous improvement activities at 24 by 7 service desk taking 150,000 calls monthly. Provided six sigma training and project support. Mentored and assisted with green belt projects and was responsible for Genesys/CTI integration and customer satisfaction improvement projects.Key Projects Included: * Project to eliminate multiple ticket touches- Saved $174,000 annually in agent costs * Project to increase agent tenure- Saved $400,000 annually * Improved E-Survey customer satisfaction process, increasing response rate for a pilot account by 300% in 9 months. Model created and used for additional accounts. Show less

Six Sigma Black Belt

• May 2005 - Mar 2007

Selected as one of three, for the first Lean Six Sigma Black Belt training through the George Group of Dallas, Texas, to assist in the deployment of the program. Assisted in the education, training and integration of the principles of Lean Six Sigma throughout the company. Responsible for leading several black belt projects as project manager in order to complete and realize financial savings as well as reduce the cycle time of processes. Responsible for mentoring six sigma green belts, in order to guide and educate on the DMAIC process throughout their projects. Show less

Local Census Office Manager

• Aug 1999 - Aug 2000

Responsible for managing daily operations for Local Census Office (LCO) covering an area of 16 counties. Also supervised staff of 1200 employees in a very time-sensitive operation to collect information for Census 2000. Responsible for managing daily operations for Local Census Office (LCO) covering an area of 16 counties. Also supervised staff of 1200 employees in a very time-sensitive operation to collect information for Census 2000.

City Manager

• 1994 - 1998

Responsible for day-to-day operations of municipality (Administration, Public Works, Police and Fire) with population of 7,200 in Metropolitan Cincinnati selected by Cincinnati Magazine as “Northern Kentucky’s Most Livable Neighborhood (1995)”. Directed staff of 20 with General Fund Budget of over $1,600,000. Implemented many technological advances, including implementation of a Geographical Information System (GIS) and establishment of an on-line computer service. Completed financial analysis that concluded in the establishment of a 5 year capital improvement plan (CIP). Led a 15-community task force which investigated municipal options to start telecommunications utility. Established citywide business association. Nominated as “Northern Kentucky City/County Administrator of the Year”, 1995. Selected as “Northern Kentucky City/County Administrator of the Year”, 1996. Show less

City Manager

• 1991 - 1994

Responsible for day-to-day operations of municipality (Administration, Public Works, Water, Sewer, Marine) with population of 1,600 (4,000 Summer) in Michigan Resort Area. Initiated and directed various construction projects, including $700,000 downtown streetscape, and $300,000 police department/meeting room. Prepared $2,000,000 annual budget. Prepared and administered grants, including $300,000 Community Development Block Grant and $420,000 State Road grant. Responsible for day-to-day operations of municipality (Administration, Public Works, Water, Sewer, Marine) with population of 1,600 (4,000 Summer) in Michigan Resort Area. Initiated and directed various construction projects, including $700,000 downtown streetscape, and $300,000 police department/meeting room. Prepared $2,000,000 annual budget. Prepared and administered grants, including $300,000 Community Development Block Grant and $420,000 State Road grant.

City Manager

• 1989 - 1991

Responsible for day-to-day operations of municipality (Administration, Fire, EMS, Police, Recreation, Public Works) with population of 2,700 in suburban Cincinnati. Organized various cost saving and service efficiency programs among village departments, including the computerization of village operations and preparation of 5-year capital improvement plan. Also served as personnel administrator, economic development specialist and purchasing agent; organized purchasing procedures. Responsible for day-to-day operations of municipality (Administration, Fire, EMS, Police, Recreation, Public Works) with population of 2,700 in suburban Cincinnati. Organized various cost saving and service efficiency programs among village departments, including the computerization of village operations and preparation of 5-year capital improvement plan. Also served as personnel administrator, economic development specialist and purchasing agent; organized purchasing procedures.