Cristen Chan
Apopka,FL
Summary
Dynamic and results-driven professional with extensive experience at the Florida Department of Revenue. Proven expertise in data analysis and exceptional communication skills. Adept at implementing system changes and training staff, enhancing operational efficiency. Highly motivated leader with a focus on customer satisfaction and organizational needs, utilizing Lean Six Sigma methodologies to drive improvements.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Revenue Specialist III
Florida Department of Revenue
Leesburg, FL
03.2023 - Current
- Trained in DOR CSP Establishment and Customer Service, as well as Compliance basics and WAG processing.
- Analyze cases in order to assist in making recommendations for customer resolution
- Verify confidential and private client information in adherence to state and federal laws.
- Provide guidance and feedback to internal and external partners
- Maintain up-to-date contact information for each case under review.
- Respond to daily inquiries and requests within the mandated timeframe to meet deadlines.
- Develop and present system change information and original content to local staff via Teams
Assistant Manager - Circulation
Orange County Library System
Orlando, FL
03.2020 - 12.2022
- Supervised daily operations including scheduling shifts, assigning duties and prioritizing
- Supervise and monitor team productivity by observing daily activities, work loads and workflow for smooth operations
- Develop and execute marketing and communication strategies for audience generation
- Develop and coordinate live and online educational activities for both staff and customers
- Coordinate with other departments to develop web-based activities and ensure smooth flow of operations
- Plan activities to support system changes to meet organizational needs and requirements.
Assistant Team Lead
Big Lots
Orlando, FL
09.2011 - 03.2020
- Trained new team members, tracked current team members' skills achievement, verified safe operating practices and reported and analyzed work-related injuries.
- Coordinated merchandising strategy for assigned area, created and maintained abundant and eye-catching store displays and recommended advertising approaches.
- Delegated daily tasks to team members to optimize group productivity.
- Fostered positive employee relationships through communication, training and development coaching.
- Utilized coaching and leadership principles to enhance internal and external team dynamics.
Team Lead
Target
Rockville, MD
08.2010 - 09.2011
- Delegated daily tasks to team members to optimize group productivity.
- Monitored team progress and enforced deadlines.
- Fostered positive employee relationships through communication, training and development coaching.
- Collaborated with management team to implement new work procedures or policies.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
Education
Master of Fine Arts - Creative Writing
Full Sail University
Winter Park, FL10.2016
Bachelor of Science - Communications
University of Texas At Austin
Austin, TX12.2008
Skills
- Proficient in CAMS, ECC and CCIS
- Proficient in Microsoft Office Suite, Adobe Acrobat, Teams and Zoom
- Experienced in data analysis
- Orientation and Onboarding
- Programming Development (In-person, Virtual, Passive)
- Experienced Leader
- Exceptional Communication Skills
- Adaptable
- Organization and Attention to Detail
- Customer Focused
- Highly Motivated
- Lean Six Sigma - Yellow Belt
- Presentations and Demonstrations
- Procedure Manual Writing
Accomplishments
- Second Round Contestant in Television Writing, Austin Film Festival - 2005
- Social Media Research Assistant to Dr. S. Craig Watkins, The University of Texas at Austin - 2007
Certification
- Certified Lean Six Sigma - Yellow Belt, University of South Florida - 2022
- Designated Project Manager Training - University of South Florida - 2022
Timeline
Revenue Specialist III
Florida Department of Revenue
03.2023 - Current
Assistant Manager - Circulation
Orange County Library System
03.2020 - 12.2022
Assistant Team Lead
Big Lots
09.2011 - 03.2020
Team Lead
Target
08.2010 - 09.2011
Master of Fine Arts - Creative Writing
Full Sail University
Bachelor of Science - Communications
University of Texas At Austin