Summary
Overview
Work History
Education
Skills
Timeline
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Ashlee Davis Jefferson

Indianapolis,IN

Summary

Passionate about optimizing problem-solving and organizational skills to enhance customer satisfaction. Results-driven management professional skilled in leading teams to success, with a focus on collaboration, efficiency, and achieving measurable outcomes. Experienced in strategic planning, process improvement, and fostering a culture of accountability and excellence. Recognized for adaptability and consistently meeting evolving organizational needs.

Overview

9
9
years of professional experience

Work History

PROGRAM DIRECTOR-TAO

INDIANA DEPARTMENT OF REVENUE
07.2023 - Current
  • Supervision of the TAO Team & Case load
  • Monitor, delegate, develop, train, and support the TAO team
  • Inventory Management & Resource Distribution
  • TDS Processing-Handling of Federal Tax Information
  • Current Disclosure Officer
  • Daily Reports & Metrics
  • Staying knowledgeable and up to date on Tax Policy, DOR Procedures and any legislative changes throughout the year
  • Maintaining updated documents annually – OIC Worksheet, TAO Manual etc.
  • Identifying process improvements within the ITS system

CUSTOMER SERVICE SUPERVISOR

INDIANA DEPARTMENT OF REVENUE
01.2022 - 07.2023
  • Monitors Call Center Service Level stats and makes adjustments to ensure metrics are met.
  • Monitors CSR performance goal progress provides coaching and Supervision support to assist CSR with meeting goals
  • Monitors call topic questions and implements process improvements to reduce questions and improve service
  • Participates in forums and calibration sessions with other departments and Special Interest Groups to ensure that the customer’s needs are met in new or changes to processes.
  • Assist in the development and training of employees.
  • Monitor KPIs ensuring agents are meeting their goals.

TAX REVENUE SPECIALIST 3

INDIANA DEPARTMENT OF REVENUE
02.2020 - 01.2022
  • Provide technical and procedural assistance to taxpayers, taxpayer representatives, other divisions within agency, other state agencies.
  • Provide support to DOR customer service representatives
  • Review accounts and properly adjust returns and apply payments to taxpayer accounts as needed.
  • Conduct extensive research to resolve complex issues related to payments and/or returns for taxpayers, including research in DOR’s software and database applications for unpaid/unfiled tax liabilities.

CUSTOMER SERVICE REPRESENTATIVE

INDIANA DEPARTMENT OF REVENUE
12.2016 - 02.2020
  • Provides customer service to taxpayers in person, by telephone or in writing
  • Advising, instructing, and furnishing information pertaining to the various tax types administered and collected by the State Revenue Department
  • Performs account and financial maintenance

Education

Highschool Diploma -

Southport High School
05.2008

Skills

  • Customer service
  • Computer knowledge
  • Data processing
  • Conflict resolution
  • Proficient in using Microsoft Excel, Word, and PowerPoint
  • Strong attention to detail and ability to identify and resolve issues in a timely manner
  • Organization
  • Adaptability
  • Quick learner
  • Decision-making
  • Effective leader
  • Relationship building
  • Staff development
  • Customer service experience
  • Process improvement
  • Performance metrics

Timeline

PROGRAM DIRECTOR-TAO

INDIANA DEPARTMENT OF REVENUE
07.2023 - Current

CUSTOMER SERVICE SUPERVISOR

INDIANA DEPARTMENT OF REVENUE
01.2022 - 07.2023

TAX REVENUE SPECIALIST 3

INDIANA DEPARTMENT OF REVENUE
02.2020 - 01.2022

CUSTOMER SERVICE REPRESENTATIVE

INDIANA DEPARTMENT OF REVENUE
12.2016 - 02.2020

Highschool Diploma -

Southport High School

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Ashlee Davis Jefferson