AMY RISO
Tallahassee,FL
Summary
Thank you for considering me for your employment needs! I am a recently divorced brain surgery survivor and Chiari and IIH warrior, mother of 3, and former small business owner.. I am a detail-oriented people person, who thrives on challenge, and enjoys resolving complications for my clients as well as employers. I am self motivated to meet and exceed expectations, learn, and grow my knowledge and add to my skill set. I work well in collaboration with a team, as well as independently while maintaining professional and consistent communication via all available formats, be it email, chat, Zoom/Teams, or phone.
Overview
25
25
years of professional experience
Work History
Internet Technical Support Representative
Charter Spectrum
11.2024 - 04.2025
- Resolved technical issues for customers utilizing remote desktop tools.
- Provided troubleshooting support for internet connectivity and software applications.
- Documented customer interactions in ticketing systems for future reference and analysis.
- Assisted users in setting up and configuring internet services and equipment.
- Collaborated with cross-functional teams to escalate complex technical problems efficiently.
- Educated customers on best practices for optimizing internet performance and security.
- Developed strong relationships with clients by consistently exceeding expectations in technical knowledge and problem-solving abilities.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Boosted first-contact resolution rates through skillful assessment of client needs and identification of appropriate solutions.
- Accelerated issue resolution times using remote diagnostic tools when possible to minimize inconvenience for clients experiencing technical difficulties.
- Expanded company''s reputation for excellent service through consistent demonstration of exceptional communication skills during client interactions.
Revenue Specialist III
State of Florida
05.2023 - 10.2024
- I aid future and current taxpayers register for all of Florida’s tax types, process and execute reemployment succession and merger applications per Florida statute and procedure through research in SUNTAX, Sunbiz, and communication with applicants as well as internal staff and agencies. I process, research, and make determinations on a variety of redeployment requests including rate protests, account maintenance, compliance inquiries, and billing clarifications making changes, updates in SAP and CRM and/or educating as proper. I help taxpayers navigate the department site for education and remittance of filings/payments needed while supporting quality customer service. I also assist other agents with questions and help when asked.
- Department of Revenue
- GTA- Account Maintenance
- Reemployment Unit
- Analyzed revenue reports to identify discrepancies and ensure accuracy in financial data
- Collaborated with cross-functional teams to streamline billing processes and improve efficiency
Revenue Specialist II
State of Florida
06.2022 - 05.2023
- I aided taxpayer's resolve a variety of issues that prevent them from keeping compliance with state taxation states through research in SUNTAX, sunbird and other available resources, communicating with other agency representatives, and making account corrections or initiating correction requests. I assist taxpayers navigate the department site for education and remittance of filings/payments required while maintaining quality customer service. I also assist other agents with questions and help when asked.
- Department of Revenue
- GTA- TSP
- Collections
Owner/Baker
Madbatter’s Sweets & Treats
12.2018 - 06.2022
- I have a home-based bakery that operates under the Florida Cottage Food Law where I make custom decorator cookies, cakes, and more.
Assistant Store Manager
Taco Bell
01.2007 - 01.2010
- Responsibilities included checking and maintaining inventory, ordering product, unloading supply trucks, greeting, and serving customers, overseeing 3-8 employees at a time, counting down registers, and balancing cash deposits to take to the bank.
General Manager Trainee
Sonic
01.2006 - 01.2007
- Responsibilities included checking and maintaining inventory, ordering products, unloading supply trucks, greeting and serving customers, overseeing 3-8 employees at a time, counting down registers, and balancing cash deposits to take to the bank.
Assistant Team Lead and Saves Coach for AOL
Convergys
01.2001 - 01.2004
- Responsibilities included CSR phone work, schedule adherence and team paperwork, coaching, spiffs, and meetings. With AOL, I was a liaison between AOL representatives and our team leads and CSRs. Worked independently from Florida with my direct supervisor in Utah. Responsible for, oversight of call quality, project wide incentives (creation, implementation, and financial reporting), assistance with training, and any other project support necessary.
Telemarketer
Epic Resorts
01.2000 - 01.2001
- Responsibilities included making calls from leads to set appointments for timeshare sales meetings.
Education
Bachelor of Science - Psychology
Florida State University
01.2018
Associates Degree - undefined
Tallahassee Community College
01.2014
High School Diploma - undefined
Mahopac High School
01.1994
Skills
- Adaptability
- Positivity
- Collaboration
- Customer Satisfaction
- Sales
- Typing
- Proficient with Word, Excel, TEAMs, Email, SAP, CRM, Genesys, PowerPoint and like programs
- Accounts payable/receivable
- Florida Tax requirements for compliance and filing of returns
- Leadership
- Communication
- Strong writing skills
- Efficiency
- Employee onboarding, training, and management
- Multitasking while maintaining quality, communication, and deadlines
- Creating/Maintaining client relationships
- Remote support
- Ticket management
- Analytical thinking
- Windows 10
- Appointment scheduling
- Ticket support system management
- Microsoft outlook
- Security protocols
- Complaint resolution
- Application support
- Call center operations
- Customer success management
Timeline
Internet Technical Support Representative
Charter Spectrum
11.2024 - 04.2025
Revenue Specialist III
State of Florida
05.2023 - 10.2024
Revenue Specialist II
State of Florida
06.2022 - 05.2023
Owner/Baker
Madbatter’s Sweets & Treats
12.2018 - 06.2022
Assistant Store Manager
Taco Bell
01.2007 - 01.2010
General Manager Trainee
Sonic
01.2006 - 01.2007
Assistant Team Lead and Saves Coach for AOL
Convergys
01.2001 - 01.2004
Telemarketer
Epic Resorts
01.2000 - 01.2001
Associates Degree - undefined
Tallahassee Community College
High School Diploma - undefined
Mahopac High School
Bachelor of Science - Psychology
Florida State University
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