Carol Lorenzo
Waipahu,HI
Summary
Dynamic Tax Information Technician with extensive experience at the State of Hawaii Department of Taxation. Proven track record in enhancing taxpayer support and training programs, while demonstrating exceptional problem-solving and communication skills. Successfully improved team productivity and customer satisfaction through effective leadership and streamlined operations. Proficient in Microsoft Office and desktop support.
Overview
21
21
years of professional experience
Work History
Tax Information Technician II
State Of Hawaii No B Department Of Taxation
830 Punchbowl Street
01.2017 - Current
- Assisted supervisor with 2nd line tickets from tax clerks to ensure timely response for taxpayers
- Developed comprehensive user guides empowering staff selfsufficiency.
- Tested new software TSM (tax system modernization) deployment.
- Offered assistance in implementing and developing training programs.
- Assisted in development of new system security protocols.
- Identified reported any issues with system.
- Reply to internal emails from other sections within department
- Assist taxpayers with General Excise, Transient Accommodation, HARPTA , employee withholding, personal income tax , corporate income tax,
- Interpret variety of generated correspondence issued to taxpayers
- Assist Taxpayers with filing online (TSM) or applying for business license
- Process Day to day attendance maintenance (GI and HIP entries)
- Interpret HRS (Hawaii revised statue), TIR (tax information release) and HAR (Hawaii Administrative rules) for taxpayers and colleagues
Acting Supervisor Tax Clerk II
State Of Hawaii Department Of Taxation
830 Punchbowl Street
08.2022 - 03.2023
- Oversaw daily operations call center ensuring smooth workflow and timely completion of tasks.
- Applied leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by attending regular meetings
- Collaborated with other sections and colleagues (Licensing , Account Management, collections, Office Audit and Correpondence)
- Mentored junior staff with their development with assisting taxpayers.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Enhanced team productivity by streamlining workflow processes and implementing efficient scheduling systems.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Devised and implemented processes and procedures to streamline operations.
- Maintained current knowledge of evolving tax laws and regulations, allowing for accurate application within client cases.
- Managed 15 employees consisting of Tax Technician and tax clerks in the call center
- Day to day supervision duties which included scheduling, attendance, leave request
- Respond to department email email requests from directors office
Tax Information Technician 1
State Of Hawaii Department Of Taxation
830 Punchbowl Street
01.2013 - 01.2017
- Maintained current knowledge of evolving taws allowing for accurate responses to taxpayers at the counter or on the phone
- Reduced errors by by assisting/supporting taxpayers
- Served as a trusted resource for colleagues seeking guidance on specific tax matters, sometimes collaboration among team members
- Handled day to day accounting to drive financial accuracy
- Assisted taxpayers with Hawaii general excise, Transient Accomodation, Employers Withholding, personal income tax, corporate income tax, HARPTA (modernized efiling, tax clearance,
- Assisted with departments electronic processing unit to post payments to appropriate accounts
- Called back taxpayers why online payments were not able to process.
- Analyzed and interpreted tax laws from HRS (Hawaii Revise Statute ) and HAR (Hawaii administrative rules)
Office Assistant 3
State Of Hawaii Department Of Taxation
830 Punchbowl Street
08.2008 - 01.2013
- Maintained confidentiality in handling sensitive tax information while performing administrative tasks.
- Enhanced office efficiency by complying with schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming documents
- Expedited document processing with accurate data entry and timely filing.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Achieved high levels of accuracy in data entry tasks while adhering to ideal time frame (specifically processing income tax return so refunds are issued as soon as possible)
- Ensured timely completion of projects by coordinating resources across multiple teams effectively.
- Streamlined workflow and reduced manual errors by implementing new software tools and training staff on their use.
- Facilitated smooth workflow by efficiently handling multiple administrative tasks simultaneously, prioritizing according to urgency and importance.
- Supported onboarding process for new hires, enhancing their integration into team with comprehensive orientation sessions.
- Processed incoming and outgoing mail and packages according to established procedures.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Clerk 3 (assisting System Administration)
State Of Hawaii Department OfTaxation
830 Punchbowl Street
10.2010 - 03.2011
- Executed various SQL to isolate problematic Net Income letters generated
- Worked closely with Account Management and Compliance System Administration relative to refund (especially with letters being pulled)
- Assisted with staging / releasing ITPS correspondence upon completion of controlled production
- Adopted and executed the sorting technique with precision
- Communicated via email to those directly affected of any delays relative to delivery to their sections ( Licensing, Compliance system Administration & Receiving and Sorting) due to unforeseen print job problems
- Accommodated personnel with requests to search and pull specific letters.
- Provided feedback regarding making sorting process flow better
CLERK 1
State of Hawaii Department of Taxation
830 Punchbowl St
01.2006 - 08.2008
- Utilized strong multitasking skills to manage multiple priorities and tasks at an effective pace.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail. Making sure payments matched the appropriate tax form before forwarding to data prep.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Provided quality clerical support through document management
- Trained new clerks on company procedures
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.
- Maintained a professional atmosphere within the office setting through effective communication skills and polished presentation abilities.
- Reduced errors in data entry through rigorous attention to detail and double-checking work.
- Managed inventory supplies to prevent shortages, ordering necessary items before depletion.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Sales Associate
Party City
Waipahu, HI
01.2005 - 12.2006
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions products, accessories, and merchandise care.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Performed cash, card, and check transactions to complete customer purchases.
Education
Waipahu High School
Waipahu, HIHonolulu Community College
Honolulu, HISkills
- Taxpayer support
- End user training
- Customer service
- Problem solving
- Microsoft Windows and Office
- Desktop support
- Communication and empathy
- Call center operations
Timeline
Acting Supervisor Tax Clerk II
State Of Hawaii Department Of Taxation
08.2022 - 03.2023
Tax Information Technician II
State Of Hawaii No B Department Of Taxation
01.2017 - Current
Tax Information Technician 1
State Of Hawaii Department Of Taxation
01.2013 - 01.2017
Clerk 3 (assisting System Administration)
State Of Hawaii Department OfTaxation
10.2010 - 03.2011
Office Assistant 3
State Of Hawaii Department Of Taxation
08.2008 - 01.2013
CLERK 1
State of Hawaii Department of Taxation
01.2006 - 08.2008
Sales Associate
Party City
01.2005 - 12.2006
Waipahu High School
Honolulu Community College