Experience

Michigan Department of Treasury

• United States
• Government Administration
• 100 - 200 Employee

• Departmental Analyst

  • Oct 2015 - Present



State of Michigan Treasury Department- City Income Tax Dvision

• Diamondale, MI

• Customer Service Representative

  • Oct 2015 - Jan 2023

  Serve as the primary customer contact in a service center environment utilizing knowledge base and case management tools to assist customers with issues related to City Income Tax Administration (CITA). These functions include performing tax processing activities, reviewing error conditions on returns identified by the processing system including city, state, and federal tax returns, and communication with the public. Serve as the primary customer contact in a service center environment utilizing knowledge base and case management tools to assist customers with issues related to City Income Tax Administration (CITA). These functions include performing tax processing activities, reviewing error conditions on returns identified by the processing system including city, state, and federal tax returns, and communication with the public.



American Diabetes Association

• United States
• Non-profit Organizations
• 700 & Above Employee

• Manager, Mission Delivery

  • Jan 2012 - Jan 2023

  Promoted to manage the African American Initiatives (AAI) faith & community based programs, which were in danger of failing. Developed and sold sponsorship/vendor/exhibition space to corporations, companies, and organizations.

• Programs Coordinator

  • Oct 2008 - Jan 2012

  Provided administrative support to the Program Director, and event staff, including answering and screening calls, writing and responding to emails, setting up conference calls, taking minutes and distributing information to meeting attendees.

• Special Events Assistant

  • Jun 2008 - Oct 2008

  Researched, identified / recruited fundraising teams to contribute to annual Step-Out Walk to Stop Diabetes event multimillion dollar goal.



American Cancer Society

• United States
• Non-profit Organizations
• 700 & Above Employee

• Team Manager/Coach

  • May 2015 - Oct 2015

  • Call Center-Team Manager, administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans • Implemented a system and call scripts to aid the efficient management of call volume, call center wide • Performed quality checks, developed and reviewed performance reports, identified areas to improve, and implemented measures to improve performance levels and meet objectives • Monitored calls and metrics, and reported out agent performance, project information and timelines in weekly team meetings • Quality control, implemented organizational policies & maintained standards amongst the team • Provided effective resolutions for escalated customer & agent issues Show less



The Minacs Group

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Senior Customer Service Rep.

  • 2008 - 2008

  Provided technical support to Verizon Wireless customers in high volume call center environment, serviced inbound and outbound calls daily. Provided support & resolutions expeditiously to all customer concerns & complaints; ensuring customer satisfaction. Provided technical support to Verizon Wireless customers in high volume call center environment, serviced inbound and outbound calls daily. Provided support & resolutions expeditiously to all customer concerns & complaints; ensuring customer satisfaction.



Albashir Trucking Inc.

• Warrendale, MI

• Office Manager / Dispatch Support

  • Feb 2001 - Mar 2005

  Supervised daily operations of dispatch support staff of 10. Hired / trained new dispatchers as well as applied disciplinary action when necessary. Analyzed and organized office processes / procedures. Directed activity of the transport function and transporters ensuring timely completion of tasks; followed-up on issues related to service and operations in a timely manner. Supervised daily operations of dispatch support staff of 10. Hired / trained new dispatchers as well as applied disciplinary action when necessary. Analyzed and organized office processes / procedures. Directed activity of the transport function and transporters ensuring timely completion of tasks; followed-up on issues related to service and operations in a timely manner.