Experience

South Carolina Department of Revenue

• United States
• Government Administration
• 200 - 300 Employee

• Tax Analyst

  • Feb 2022 - Present

• Revenue Officer

  • Mar 2020 - Feb 2022

  • Capably communicating with taxpayers and their representatives on the subject of enforced collections in addition to effectively negotiating solutions of current tax matters while maintaining an average call quality score of 98.62 %. • Constructively analyzing taxpayer information by utilizing available resources to efficiently collect over $200,000.00 of revenue. • Resourcefully applied interdepartmental and intradepartmental collaborations to successfully implement solutions for… Show more • Capably communicating with taxpayers and their representatives on the subject of enforced collections in addition to effectively negotiating solutions of current tax matters while maintaining an average call quality score of 98.62 %. • Constructively analyzing taxpayer information by utilizing available resources to efficiently collect over $200,000.00 of revenue. • Resourcefully applied interdepartmental and intradepartmental collaborations to successfully implement solutions for intricate taxpayer matters. • Consistently staying current on utilized procedures while updating and creating procedures as needed and training new hires on the section procedures.



| WELLS FARGO BANK, N.A

• Bank Teller

  • Nov 2018 - Jul 2019

  • Fulfilled diverse duties to provide customer service, operate money counters, balance cash drawer, maintain accounts and recommend products and services • Extended every customer exceptional service by remaining friendly and professional during every transaction. • Assisted management with opening, closing, and securing the bank. • Offered to take on additional shifts during holidays and other busy periods to alleviate staffing shortages.

• BUSINESS PHONE BANKER

  • Oct 2017 - Nov 2018

  • Utilized active listening skills and asked open-ended questions to ascertain customer call needs to clearly and precisely address their inquiries efficiently in a professional manner • Effectually provided coaching and development on procedures and policies to 18-20 new hires. • Created and implemented learning modules to train new hires for success within the National Business Banking Center. • Provided National Business Banking Center floor assistance, supporting 150 team members… Show more • Utilized active listening skills and asked open-ended questions to ascertain customer call needs to clearly and precisely address their inquiries efficiently in a professional manner • Effectually provided coaching and development on procedures and policies to 18-20 new hires. • Created and implemented learning modules to train new hires for success within the National Business Banking Center. • Provided National Business Banking Center floor assistance, supporting 150 team members within a fast-paced environment.



People's United Bank, N.A.

• United States
• Financial Services
• 700 & Above Employee

• Financial Service Associate

  • Jun 2015 - Mar 2017

  • Use of effective high impact questions to uncover customer, business, and investment needs • Improve ability to independently anticipate, and resolve customer complaints or problems • Monitored cash drawers in multiple checkout stations to ensure adequate cash supply • Originate and Close personal, collateral, and auto loans • Full processing of Credit Card applications • All Sr. Customer Service Associate functions

• Senior Customer Service Associate

  • Sep 2014 - Jun 2015

  • Executed customer transactions, including deposits, withdrawals, money orders and checks. • Organized, stocked and maintained the teller window area. • Assists in creating customer account profiles on peoples.com for both retail and business online banking program. • Sold cashier's checks, traveler's checks and money orders. • Executed wire transfers, stop payments and account transfers. • Processed exchange and foreign currency. • Answered telephone inquiries on banking… Show more • Executed customer transactions, including deposits, withdrawals, money orders and checks. • Organized, stocked and maintained the teller window area. • Assists in creating customer account profiles on peoples.com for both retail and business online banking program. • Sold cashier's checks, traveler's checks and money orders. • Executed wire transfers, stop payments and account transfers. • Processed exchange and foreign currency. • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit. • Maintained friendly and professional customer interactions. • Politely assisted customers in person and via telephone. • Provided an elevated customer experience to generate a loyal clientele. • Developed reputation as an efficient service provider with high levels of accuracy. • Learned how to properly balance both the ATMs and the vault • Learned the role of the Vault Custodian to assist the Lead Customer Service Associate • Earned management trust by serving as key / code holder, responsibly opening and closing the branch/vaults via the End of Day procedures



MASSAGE ENVY SPA

• United States
• Health, Wellness & Fitness
• 1 - 100 Employee

• Shift Leader

  • Jun 2014 - Sep 2014

  • Earned management’s trust by serving as key holder • Reliably Opening and Closing the clinic/spa • Daily counting of the cash drawer • Reviewing all schedules and room charts for accuracy • Addressing escalated customer service issues • Providing performance feedback to all front desk associates • All Front Desk Associate duties

• Front Desk Associate

  • Jan 2014 - Jun 2014

  • Providing excellent service to members and guests by effectively communicating membership benefits, clinic policies and procedures. • Selling Spa memberships. • Answering phone calls, setting appointments, and greeting members/ guests upon arrival. • Performing administrative tasks, including filing, file maintenance, and data entry of client records Maintaining a professional receptionist area



Prudential Financial

• United States
• Financial Services
• 700 & Above Employee

• Customer Service Specialist

  • Nov 2011 - Jun 2013

  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. • Adhered to all confidentiality requirements at all times. • Facilitated cross-departmental communication to effectively provide customer support. • Provided accurate, specific and timely performance feedback for CSRs; coaching • Identified individual… Show more • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. • Adhered to all confidentiality requirements at all times. • Facilitated cross-departmental communication to effectively provide customer support. • Provided accurate, specific and timely performance feedback for CSRs; coaching • Identified individual development needs with appropriate training. • Maintained up-to-date knowledge of product and service changes. • Trained and directed approximately 30 new hires on products, operating procedures, and company services. • Call Monitoring

• Customer Service Specialist

  • May 2009 - Nov 2011

  • Gathered and verified all required customer information for tracking purposes. • Accurately documented, researched and resolved customer service issues. • Met or exceeded service and quality standards every review period. • Described product to customers and accurately explained details and care of merchandise. • Provided an elevated customer experience to generate a loyal clientele. • Answered product questions with up-to-date knowledge of sales and store… Show more • Gathered and verified all required customer information for tracking purposes. • Accurately documented, researched and resolved customer service issues. • Met or exceeded service and quality standards every review period. • Described product to customers and accurately explained details and care of merchandise. • Provided an elevated customer experience to generate a loyal clientele. • Answered product questions with up-to-date knowledge of sales and store promotions. • Developed reputation as an efficient service provider with high levels of accuracy. • Served as the main liaison between customers, management and sales team. • Dedicated to continuously improving product knowledge. • Learned, referenced and applied product knowledge information. • Set up and explained new membership contracts.

• Customer Service Associate

  • Nov 2007 - May 2009

  • Addressed and resolved customer product complaints empathetically and professionally. • Defused volatile customer situations calmly and courteously. • Mastery of customer service management systems and databases. • Effectively and efficiently managed a high-volume of inbound and outbound customer calls with tact and professionalism in a complex, fast-paced and challenging call center environment. • Referred unresolved customer grievances to designated departments for further… Show more • Addressed and resolved customer product complaints empathetically and professionally. • Defused volatile customer situations calmly and courteously. • Mastery of customer service management systems and databases. • Effectively and efficiently managed a high-volume of inbound and outbound customer calls with tact and professionalism in a complex, fast-paced and challenging call center environment. • Referred unresolved customer grievances to designated departments for further investigation. • Met or exceeded service and quality standards every review period. • Answered a constant flow of customer calls with up to 50 calls in queue per minute.



Bridgeport Fire Department Emp Federal Credit Union

• United States

• Junior Accountant / Auditor

  • May 2005 - Nov 2007

  • Supervised and coordinated projects for external auditors and examiner evaluations. • Gathered data for internal audits • Performed complex general accounting functions, including preparation of journal entries, account analysis and balance sheet reconciliation. • Replenished supplies, bags and other materials at each cash wrap. • All Teller functions also

• Teller

  • Sep 2000 - May 2005

  • Executed customer transactions, including deposits, withdrawals, money orders and checks. • Organized, stocked and maintained the teller window area. • Created member account profiles on BFDEFCU.org online banking program. • Sold cashier's checks, traveler's checks and money orders. • Executed wire transfers, stop payments and account transfers. • Processed exchange and foreign currency. • Answered telephone inquiries on banking products including checking, savings, loans… Show more • Executed customer transactions, including deposits, withdrawals, money orders and checks. • Organized, stocked and maintained the teller window area. • Created member account profiles on BFDEFCU.org online banking program. • Sold cashier's checks, traveler's checks and money orders. • Executed wire transfers, stop payments and account transfers. • Processed exchange and foreign currency. • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit. • Maintained friendly and professional customer interactions. • Politely assisted customers in person and via telephone. • Earned management trust by serving as key holder, responsibly opening and closing the credit union. • Provided an elevated customer experience to generate a loyal clientele. • Developed reputation as an efficient service provider with high levels of accuracy. • Monitored cash drawers in multiple checkout stations to ensure adequate cash supply