Christina Guillaume
Schenectady,NY
Summary
Call Center professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Proven ability to learn and utilize different systems quickly and accurately. Self-motivated and true team player that interacts with others in a respectful, honest, professional and courteous manner.
Overview
21
21
years of professional experience
Work History
Tax Service Representative 1
NYS Department Of Taxation And Finance
09.2018 - Current
- Responded to taxpayers concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Helped large volume of calls every day with positive attitude and focus on customer satisfaction.
- Assist taxpayers and Tax Practitioners concerning the provisions and requirements of the Tax Law administered by the Department
- Assist with the preparation income and PTET (pass-through entity tax) tax returns as well as understanding computation, penalties and interest due to the state
- Handle very difficult, highly stressful, and at times, hostile calls while still maintaining a calm, polite, and professional tone
- Utilize computer systems and different applications to provide explanations for account and refund adjustments, verify payments, explanation of assessment(s), payment options including payment agreements, refund statuses and updating taxpayer account information
- Effectively use the telephone system that automatically
- Assisted in different departments where needed i.e Billing and Advanced Billing, Tax Preparer Registration, Practitioner, and Personal Income Tax Level 1 & 2
Tax Information Aide
NYS Department Of Taxation And Finance
09.2018 - Current
- Answer inbound calls from taxpayers and tax practitioners in timely and friendly manner
- Evaluate problems, inquiries and complaints of the caller and provide a solution for them
- Research needed information using available and provided resources
- Enter and/or retrieve information from computer databases
- Communicate effectively both verbally and in writing
- Be able to work independently and use effective time management skills
- Trained in Billing 1.5
- Assisted supervisors and staff as a SME (Subject Matter Expert) for the Billing 1.5 line
- Trained in Sales and Property Tax to assist during their peak season(s)
Lead Customer Service Clerk
Price Chopper
04.2007 - 09.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Issued receipts and processed refunds, credits, or exchanges.
- Kept front check out area clean and organized for efficient service.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated smooth front office operations to effectively serve clients each day.
- Handled customer inquiries and suggestions courteously and professionally.
Cashier and Customer Service Clerk
Price Chopper
10.2002 - 04.2007
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Processed customer orders and accurately handled payment transactions.
- Counted money in drawers at beginning and end of each shift.
- Utilized various software applications to process customer orders.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
Education
No Degree - Business Administration
Schenectady County Community College
Scotia, NYSkills
- Resolving Complex Issues
- Account Updates
- Critical thinking
- Call Control
- Communication
- Organized
Timeline
Tax Service Representative 1
NYS Department Of Taxation And Finance
09.2018 - Current
Tax Information Aide
NYS Department Of Taxation And Finance
09.2018 - Current
Lead Customer Service Clerk
Price Chopper
04.2007 - 09.2018
Cashier and Customer Service Clerk
Price Chopper
10.2002 - 04.2007
No Degree - Business Administration
Schenectady County Community College
Similar Profiles
Mariah FredetteMariah Fredette
Business Analyst at NYS Department of Taxation and FinanceBusiness Analyst at NYS Department of Taxation and Finance
Kelsey BrooksKelsey Brooks
Revenue Crime Specalist 1 at NYS Department of Taxation and FinanceRevenue Crime Specalist 1 at NYS Department of Taxation and Finance
David PohleDavid Pohle
Revenue Crimes Specialist 3 / Ass't Chief Inv. at NYS Department of Taxation and FinanceRevenue Crimes Specialist 3 / Ass't Chief Inv. at NYS Department of Taxation and Finance
Nicole HinnantNicole Hinnant
Office Assistant 2 Supervisor at NYS Department Of Taxation And FinanceOffice Assistant 2 Supervisor at NYS Department Of Taxation And Finance
DIVINE'YA WRIGHTDIVINE'YA WRIGHT
Sales Representative at Charter SpectrumSales Representative at Charter Spectrum