Caroline Taylor
Ontario,OR
Overview
33
33
years of professional experience
Work History
Assistant Store Manager
Dairy Queen Grill & Chill
Ontario, Oregon
11.2022 - 08.2026
- Received and successfully completed Dairy Queen brand supervisor training and promoted to supervisor in December 2023.
- Received and successfully completed Dairy Queen brand manager training and promoted to Assistant Store Manager February 2025.
- Managed daily store operations and staff schedules to ensure seamless service delivery.
- Organized, directed, and supervised the night shift team. Adjusted staffing levels to meet customer and business needs based on incoming income data.
- Ensured compliance with Dairy Queen brand standards, training and directing the team to take corrective action as needed.
- Trained new employees on store procedures and customer service, identified individuals for promotion, and worked in conjunction with them to create a development plan, and provided support and mentoring to assist them in reaching their goal.
- Resolved customer inquiries and complaints by employing deescalation techniques and empathetic listening, aligning solutions with Dairy Queen brand standards to enhance customer satisfaction.
- Monitored inventory levels and facilitated stock replenishment.
- Collaborated with management to implement promotional activities.
- Fostered a positive work environment by supporting the team in adapting to changes and promoting collaboration.
- Contributed to sales strategies to enhance customer experience.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary, balancing tills at end of the shift, and preparing funds for deposit as needed.
- Provided leadership support during peak business hours by motivating staff members to meet targets, and filling or assisting any job role in the store that needed direct support.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Ensured compliance with all safety regulations throughout the store premises in accordance with county and state requirements, and Dairy Queen brand requirements. Provided corrective training as needed to correct deficiencies.
- Maintained inventory by checking merchandise to determine levels.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Delegated assignments based on team strengths to optimize floor coverage and service levels, and to create opportunities for team members to cross-train.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Determined when and if disciplinary action, up to and including termination, was required in accordance with Dairy Queen store policy and standards.
- Identified areas of operational inefficiency and implemented solutions to streamline processes.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day and to prepare the store for the next shift.
- Delegated work to staff, setting priorities and goals, assigning primaries work positions and rotating personnel as needed.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
Supervisor
Burger West LLC
Ontario , OR
02.2015 - 03.2022
- Directed and supervised team of 15 employees in daily operations.
- Supervised daily operations, managed team schedules, and directed employees to ensure efficient service and high customer satisfaction aligned with Burger West core values.
- Monitored employee productivity to provide constructive feedback and coaching.
- Coached subordinates on effective job execution in a team setting.
- Resolved customer complaints promptly, utilizing deescalation skills and empathetic listening to improve customer satisfaction.
- Trained new staff on food safety and customer service protocols.
- Trained new employees on company policies, job duties, and performance expectations.
- Trained new employees on company policies and procedures and the core Burger West values.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Identified process improvement opportunities that enhanced operational workflows.
- Ensured compliance with health regulations and maintained cleanliness standards.
- Monitored cash handling procedures to ensure accuracy and security.
- Followed company policies to align with organizational objectives and communication standards.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Tax Compliance Technician
Idaho State Tax Commission
Boise, Idaho
08.2008 - 12.2011
- Joined the Idaho State Tax Commission in a taxpayer services representative role, in the phone power unit.
- Assisted taxpayers with inquiries regarding tax forms and filing processes.
- Explained tax regulations and policies to ensure compliance and understanding.
- Processed taxpayer information using electronic filing systems efficiently.
- Handled escalated issues with professionalism and empathy to resolve concerns and conflicts in accordance with Idaho State Tax Commission guidelines.
- Collaborated with team members to improve service delivery and customer satisfaction in compliance with state standards.
- Educated taxpayers on available resources and support programs for assistance.
- Collaborated with team members to improve case resolution time and customer satisfaction.
- Maintained accurate records of taxpayer interactions for reference and follow-up.
- Processed requests from taxpayers seeking refunds or credits due to errors in their filings.
- Updated records on various databases related to taxpayer information.
- Reviewed documents such as W2s, 1099s, bank statements for accuracy prior to filing taxes.
- Assisted with the preparation of federal and state income tax returns for individuals, businesses, trusts, and estates.
- Attended conferences sponsored by local government agencies related to taxation matters.
- Researched complex tax issues using a variety of software programs.
- Performed data entry tasks into specialized applications used by the department.
- Responded to taxpayer inquiries via telephone, email, or in-person visits.
- Utilized problem solving skills and Idaho State resources to resolve taxpayer disputes or discrepancies in a timely manner.
- Advised taxpayers on how best to minimize their liabilities while remaining compliant with all applicable laws.
- Maintained knowledge of current changes to tax laws affecting individual and business filings.
- Assisted small businesses and individual clients with filling out tax forms and electronically filing tax returns.
- Furnished taxpayers with sufficient information and advice to verify correct tax form completion.
- Interviewed taxpayers to obtain additional information on taxable income and deductible expenses and allowances.
- Computed taxes owed or overpaid for clients.
- Supported work of senior-level accounting and tax preparation professionals to maximize office productivity.
- Supplied detailed tax documentation needed to submit accurate corporate and individual returns.
- Responded to county, state, and federal agencies via written correspondence, both letter and email, by telephone, or in person meetings.
- Finalized and processed paperwork with county, state and federal government authorities.
- Analyzed information and assessed liabilities and deductions according to relevant tax code.
- Produced US and state income, gift tax, and estate tax returns for individuals.
- Helped clients integrate new tax software with accounting software.
- Achieved promotion to lead worker in June 2009, overseeing team performance and workflow.
- Duties then included assisting and sometimes taking over cases from fellow associates with difficult situations to ensure a resolution in accordance with the best interests of the taxpayer and the State of Idaho.
- Primary duty monitoring for tax changes, new procedures, software updates, additional training available, and coordinated with manager in implementing them and bringing the rest of team into compliance with updates and gaining new training, as well as acting as a resource for team members attempting learning to navigate and use new systems.
- Coordinated with units and state agencies to resolve taxpayer issues, referring cases for additional actions like audits when necessary.
- Achieved promotion to Tax Compliance Technician in February 2010, focusing on enforcing tax regulations..
- Conducted field investigations to ensure compliance with regulations and laws.
- Interpreted legal documents and Idaho State Tax Commission procedures to guide enforcement actions effectively.
- Collaborated with law enforcement agencies on enforcement actions and case evaluations.
- Prepared comprehensive reports documenting findings from investigations and enforcement activities to support decision-making.
- Collected unpaid fines and fees from taxpayers, using enforcement methods such as levies and property seizure. If unable to reach voluntary resolution of debt with the taxpayer.
- Maintained detailed records of all contacts made with taxpayers, other state agencies, and law enforcement in relation to a case.
- Developed targeted strategies to locate non-compliant individuals, enhancing enforcement efforts.
- Interviewed taxpayers to gather information for use in investigations, and in an attempt to negotiate a voluntary resolution.
Legal Collector
Collection Bureau Inc.
Nampa , ID
10.2004 - 08.2008
- Negotiated settlements with debtors on behalf of the company.
- Managed collection efforts for delinquent accounts to ensure timely payments.
- Communicated with clients to negotiate payment plans and resolve disputes.
- Developed payment plans with customers in order to resolve past due balances.
- Utilized collection software to track account statuses and document interactions.
- Conducted skip tracing to locate individuals with outstanding debts efficiently.
- Followed legal guidelines to ensure compliance in all collection practices.
- Adhered to all applicable federal, state, and local laws governing debt collection practices.
- Investigated complaints filed by consumers against creditors according to fair debt collection practices regulations.
- Assisted attorney in preparing legal documents related to debt collection cases.
- Attended court hearings related to debt collection cases.
- Prepared documentation for court proceedings.
- Monitored customer accounts for any changes that might affect the status of a claim.
- Identified delinquent accounts, determined appropriate action plans, and initiated collection efforts.
- Maintained accurate records of all customer account activity in the system database.
- Documented all debtor interactions accurately for compliance and follow-up.
- Managed high-volume call lists to contact debtors and secure payments.
- Responded promptly and professionally to written and verbal inquiries from customers regarding collections matters.
- Initiated contact with debtors via telephone calls, emails, letters, or other means of communication in order to collect outstanding debts.
- Utilized various software programs such as Excel spreadsheets for tracking purposes.
- Maintained confidentiality and adhered to FDCPA regulations during collection.
- Applied analytical skills to prioritize accounts based on collectability.
- Conducted financial reviews to assess debtor ability to pay outstanding debts.
- Created customized strategies for collecting delinquent payments from customers efficiently and effectively.
- Provided detailed reports on account statuses, activities, and resolutions as requested.
- Communicated with clients to provide updates on account recovery status.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Accepted and processed customer payments and applied toward account balances.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Accepted and processed customer payments and applied toward account balances.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
Dispatcher Office Assistant
Tri City Cargo
Boise , ID
11.2003 - 08.2004
- Coordinated freight schedules to optimize delivery routes and timelines.
- Managed communication between drivers and clients to ensure timely updates.
- Maintained daily logs of dispatched vehicles and personnel to track operational efficiency.
- Monitored radio communications between drivers, supervisors and dispatchers.
- Assisted in tracking cargo shipments using logistics management software.
- Processed shipping documents and maintained accurate records of shipments.
- Organized and maintained filing systems for documents related to the dispatch office.
- Assisted dispatchers in answering phone calls, emails and other inquiries.
- Entered data into computer systems to track dispatched items.
- Verified accuracy of orders prior to dispatch by double-checking all relevant details.
- Performed administrative duties such as photocopying, faxing documents and ordering supplies.
- Acted as a liaison between corporate office, management, and drivers.
- Scheduled appointments for vehicle inspections, repairs, or servicing based on dispatcher requests.
- Analyzed data collected from previous trips in order to optimize future routes.
- Compiled reports on vehicle usage, delivery times, and route performance metrics to inform decision-making.
- Prepared documents for shipment including labeling packages according to destination requirements.
- Resolved customer inquiries by providing clear information and assistance promptly.
- Answered phones to assist in answering customer inquiries, and to help them with any customer service question, conflicts, or disputes. Documenting the conversation and referring the customer to the appropriate party to resolve issues such as the billing department.
- Provided logistical support to streamline office operations. to facilitate general office operations.
- Maintained the front desk to provide positive first impression.
Team Leader
Capital One
Boise , ID
08.1997 - 07.2003
- Began a career in customer service working in a call center environment assisting customers in accordance with the values and quality standards of Capital One. Document calls via the company computer system and refer the customer to other departments as needed.
- February 2001 promoted to collections. Progressed upward through the three levels of collections from early stage to charge off. Received additional training in empathetic communication, conflict resolution, and Capital One brand standards.
- November 2001 accepted into the Capital One Leadership training and mentor program.
- March 2002 promoted to Lead Worker Non-Bankruptcy Affirmation Department.
- Led daily operations of the collection team, ensuring adherence to policies.
- Trained and mentored team members in effective collection techniques.
- Implemented best practices for managing customer accounts and collections.
- Monitored team performance and provided actionable feedback for improvement.
- Maintained internal database tracking individual collectors' performance and metrics.
- Reviewed call tapes to ensure Capital One quality and brand standards were met.
- Coordinated with manager during team meetings.
General Office Assistant
Kellly Temp. Services
Boise, Idaho
06.1996 - 08.1997
- Used the position as a tool to transition from Army life to civilian life and build experience and skills.
- Supported staff by scheduling appointments and managing calendars effectively.
- Handled incoming calls and directed inquiries to the appropriate personnel.
- Answered incoming calls in a professional manner and directed them accordingly.
- Greeted visitors, answered phones and routed calls to appropriate personnel.
- Provided excellent customer service to both internal and external customers.
- Assisted with data entry and maintained accurate records in company databases.
- Assisted with data entry and maintained records of customer information.
- Updated databases with new contacts or changes in existing contact information.
- Processed incoming and outgoing mail using postage machine or courier services.
- Performed basic bookkeeping tasks such as filing invoices and preparing deposits.
- Collected payments from customers via cash, check or credit card transactions.
- Created spreadsheets to track expenses, budget allocations and project progress.
- Compiled reports on various topics and summarized findings in a concise manner.
- Prepared correspondence including memos, letters, emails and other documents.
Avionics Technician
United States Army
Fort Drum, New York
10.1993 - 04.1996
- Performed avionics repair on Huey and Blackhawk helicopters, ensuring operational readiness and safety.
- Served as secondary role in Combat Lifesaver operations, providing critical support during training and missions.
- Received honorable discharge due to special circumstances regarding parenthood.
Timeline
Assistant Store Manager
Dairy Queen Grill & Chill
11.2022 - 08.2026
Supervisor
Burger West LLC
02.2015 - 03.2022
Tax Compliance Technician
Idaho State Tax Commission
08.2008 - 12.2011
Legal Collector
Collection Bureau Inc.
10.2004 - 08.2008
Dispatcher Office Assistant
Tri City Cargo
11.2003 - 08.2004
Team Leader
Capital One
08.1997 - 07.2003
General Office Assistant
Kellly Temp. Services
06.1996 - 08.1997
Avionics Technician
United States Army
10.1993 - 04.1996