Charles Nicholas Turner
Driving And Business Professional
Heath ,OH
Summary
Hardworking employee who is enthusiastic about learning the trucking industry inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities. Highly motivated and positive individual with great organizational and communication skills. Customer service master and efficient problem solver. Deftly manages administrative functions while delivering thorough answers and solutions to foster exceptional customer experiences.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
5
5
Certifications
Work History
Customer Contact Center Manager
Ohio Department of Taxation
Columbus, OH
07.2024 - 01.2025
- Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
- Achieved high levels of customer satisfaction with proactive issue resolution strategies and consistent follow-up.
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised 8 CSAs in providing excellent customer service to callers requiring assistance for individual and business tax issues.
- Assisted in recruiting, hiring and training of team members.
Office Administrator
Ohio District Pentecostal Church Of God
Heath, OH
01.2024 - 07.2024
- Oversaw over $1 million in funds and assets.
- Oversaw payroll operations with CPA.
- Drafted agendas, recorded minutes, and generated documents to facilitate meetings.
- Tracked fund expenditures and investments, prepared deposits, and reconciled accounts.
- Created new policies; presently 5 with plans to create 20+ more.
- Drafted and presented reports outlining policy actions.
- Managed a $200,000 annual budget, tracked expenses, and investigated discrepancies to maintain optimal controls.
- Oversaw accounts payable and receivable operations for District's General Fund with $10,000 to $18,000 in monthly expenses.
- Performed Treasurer functions for Youth and Women's Ministries accounts.
- Oversaw projects (bylaw rewrite, website overhaul, ministerial finance handbook, etc.).
- Attended and participated in Executive Committees.
Secretary/Treasurer
Trinity Full Gospel
Zanesville, OH
07.2023 - 03.2024
- Drafted agendas, recorded minutes, and generated documents to facilitate meetings.
- Tracked funds, prepared deposits, and reconciled accounts.
- Prepared and submitted payroll taxes and reports to regulatory agencies.
- Drafted and presented reports outlining policy actions.
- Modified, updated, and processed existing policies.
- Planned and managed $250,000 annual budget, tracking expenses and investigating discrepancies to maintain optimal controls.
- Oversaw accounts payable and receivable operations for church's General Fund with $20,000 in monthly expenses
Ohio Public Private Partnership (OP3) Coordinator
Ohio Department Of Public Safety
Columbus, OH
10.2022 - 02.2023
- Cultivated and maintained partner relationships with external groups and current and potential partner organizations.
- Wrote, distributed, and optimized weekly information-sharing email campaigns to increase open and click-through rates to enhance OP3's visibility.
- Oversaw nine-member Ambassador Council of public/private partners to accomplish missional objectives.
- Participated in and traveled to workshops, local county EMAs, partner sites, and in-service meetings to promote OP3.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures related to emergency/disaster responses, recovery, and planning efforts.
- Updated promotional items related to OP3 recruitment (e.g., brochures, presentations, etc.).
- Created educational products for distribution to OP3 partners.
- Coordinated with state/local government partners to assist with emergencies/disasters.
Assistant Administrator
Ohio Department Of Taxation
Columbus, OH
08.2019 - 03.2022
- Oversaw day-to-day operations of Business Tax Division (sales and use tax) and Taxpayer Services Division.
- Managed team of 50+ staff members.
- Successfully onboarded 10 new managers at ODT.
- Successfully restructured and implemented in-house training for new employees.
- Collaborated with team of 40+ staff members to launch OIC/ACE Deployment (software applications) and Phase 2 Go-Live for Gateway 3.0 for ODT.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures, and updated SOPs.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals.
- Conducted performance reviews, updated divisional goals, directed meetings, led presentations, created staff schedules, handled escalated matters, and payroll.
- Developed, tracked, and analyzed variance of key performance measurements.
- Led, coached, mentored and managed individuals and teams to obtain top performance from team members.
- Monitored legislative and regulatory arenas for relevant tax issues and updated management to facilitate informed decisions.
- Analyzed department metrics and performance and reported findings to management.
- Evaluated team member performance and productivity, provided feedback, and implemented corrective actions.
- Helped lead numerous projects and testing for successful implementation.
Tax Examiner Manager
Ohio Department Of Taxation
Columbus, OH
06.2018 - 08.2019
- Managed a team of 10+ staff members.
- Interpreted and applied federal and state tax codes for personal, business, and corporate taxes.
- Conducted targeted tax research to facilitate informed project planning and compliance efforts.
- Monitored legislative and regulatory arenas for relevant tax issues and updated management to facilitate informed decisions.
- Oversaw the implementation of Ohio Business Gateway case responses, procedures, and training for the entire department.
- Managed incoming staff to the Contact Center for the Department (Taxpayer Services Division).
- Helped lead new agent training for incoming staff to the Department.
- Participated in and led testing for various Gateway-related iterations specific to the Department.
Tax Examiner
Ohio Department Of Taxation
Columbus, OH
12.2016 - 06.2018
- Interpreted and applied federal and state tax codes for personal income taxes.
- Monitored legislative and regulatory arenas for relevant tax issues and updated management to facilitate informed decisions.
- Worked on various related projects, return processing, led and assisted with training and presentations, and updated various job aids for the division.
Tax Examiner Associate
Ohio Department Of Taxation
Columbus, OH
03.2015 - 12.2016
- Worked in the Contact Center (Taxpayer Services Division) fielding various types of calls related to different tax types (PIT, SD, Sales/Use, CAT, Employer Withholding).
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Worked on various projects as assigned by management.
College Intern
Ohio Department Of Transportation
Columbus, OH
09.2010 - 04.2014
- Performed various tasks as assigned including records retention, budget assistance, external audits (AASHTO), and inventory control.
- Completed over 75
- Completed research, compiled data, and assisted in timely reporting.
- Provided clerical support, addressing routine and special requirements. Sorted, organized, and maintained file
Education
Master of Arts - Theological Studies
Liberty Universtiy
Lynchburg, VA United States 01.2023 - 03.2027
Bachelor of Science - Business Administration, Human Resource Management
Western Governors University
Salt Lake City, UT 04.2022 - 2022.07
Associate of Science - Business Administration And Management
Franklin University
Columbus, OH 01.2014 - 12.2016
Skills
Teamwork and Collaboration
MS Office
Analytical and Critical Thinking
Written Communication
Attention to Detail
Decision-Making
Organization and Time Management
Procedure Development
Effective Leader
Documentation and Reporting
Business Administration
Operations Oversight
Staff Management
Bookkeeping
Clean Driving Record
Problem-solving
Certification
Commercial Driver's License Training - COTC/Ancora
Timeline
Commercial Driver's License Training - COTC/Ancora
04-2025
Customer Contact Center Manager
Ohio Department of Taxation
07.2024 - 01.2025
Office Administrator
Ohio District Pentecostal Church Of God
01.2024 - 07.2024
Secretary/Treasurer
Trinity Full Gospel
07.2023 - 03.2024
Master of Arts - Theological Studies
Liberty Universtiy
01.2023 - 03.2027
Ohio Public Private Partnership (OP3) Coordinator
Ohio Department Of Public Safety
10.2022 - 02.2023
Bachelor of Science - Business Administration, Human Resource Management
Western Governors University
04.2022 - 2022.07
WGU Strategic Thinking & Innovation Certificate
04-2022
IL5x: Inclusive Leadership Training, edX
04-2021
Assistant Administrator
Ohio Department Of Taxation
08.2019 - 03.2022
Lead Ohio Foundations of Supervision Curriculum
10-2018
Tax Examiner Manager
Ohio Department Of Taxation
06.2018 - 08.2019
Six Sigma - Yellow Belt
06-2018
Tax Examiner
Ohio Department Of Taxation
12.2016 - 06.2018
Tax Examiner Associate
Ohio Department Of Taxation
03.2015 - 12.2016
Associate of Science - Business Administration And Management
Franklin University
01.2014 - 12.2016
College Intern
Ohio Department Of Transportation
09.2010 - 04.2014
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