Dana Stewart
Customer Service
Summary
Dynamic customer service professional with extensive experience at the Oklahoma Tax Commission, excelling in conflict mediation and tax compliance. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills, consistently resolving inquiries on first contact and mentoring junior staff to foster a collaborative work environment.
Overview
20
20
years of professional experience
Work History
Customer Care Representative III
Oklahoma Tax Commission
11.2020 - Current
- Assist with web notices and emails.
- Answer incoming calls, review and analyze requests for information, and resolve customer complaints and problems.
- Interpret statutes, rules, and procedures, and other components of the Oklahoma tax code to inform customers of their options.
- Assist taxpayers with technical and navigational issues related to the agency's self-service online portal.
- Provide excellent customer service to the taxpayers of Oklahoma.
- Route calls when escalated, or issues may not be resolved by a representative.
- Participate in agency projects as needed.
- Reviews and analyzes requests for information and clarification of laws, policies, and procedures; conducts interviews in person or over the phone to clarify issues concerning filing requirements, due dates, registration procedures, and similar matters; completes research of laws and rules as needed to respond to specific inquiries.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Mentored junior team members and managed employee relationships.
Front Desk Receptionist
Valir Health
05.2022 - 05.2024
- Responsible for greeting patients and guests upon entry in a friendly, helpful manner.
- Responsible for having maps and directions on hand to other facilities.
- Answers questions and supplies information for patients, guests, or staff of the hospital.
- Coordinates communication and information.
- Answers and transfers incoming calls as necessary, while using proper telephone etiquette.
- Operates the switchboard and paging system, including receiving incoming calls, ascertaining the nature of the calls, relaying them to the proper location, and taking messages when necessary.
- Maintains a current list of patients by name and room number, a list of emergency numbers, a list of employee names, and each employee's extension.
- Greeted visitors to provide information and direct to appropriate personnel.
- Managed multi-line telephone system, directing calls to appropriate departments.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
Insurance Service Representative
AAA
01.2018 - 06.2020
- Provides high quality service to members and insureds regarding changes in insurance policies, renewal information, and billing statements
- They quote insurance rates, qualify applicants, and verify/enter new business applications and related documents
- Representatives also resolve membership and insurance problems using discretion and independent judgment
- Representatives are also responsible for handling accounting problems and correspondence
- In addition, representatives type letters, forms, cards, rush escrows, and evidence of insurance
Tech Support Rep
AT&T
03.2005 - 12.2017
- Customer Support Specialist handles inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, etc.;
- Handles credit checks, service activations and changes, and receivables management/collections;
- May sell all services and products offered by the Company;
- Handles inquiries on data products, services, billing and troubleshooting;
- May handle WLNP, relocations, combined bill support, after hours inquiries, pre-paid service
- May resolve inquiries received via telephone, e-mail, e-care, correspondence, TTY, on-line chat
Education
Some College (No Degree) - Bachelor of Science
Oklahoma State University, Oklahoma City, Ok
Oklahoma City, OKSkills
- Microsoft Word
- Microsoft Works
- Multichannel support
- Customer relationship management
- Task prioritization
- Verbal and written communication
- Database research
- Customer relations
- Inbound customer service
- Conflict mediation
- Phone etiquette
- Punctuality and reliability
- Issue follow up
- Email correspondence
- Decision-making
- Billing coordination
- Senior leadership support
- Email communication
- Call handling
- Adaptability and flexibility
- First call resolution
- Multitasking and organization
- Problem-solving skills
- Inquiry response
- Professional demeanor
- Negotiation skills
- Data entry accuracy
- Remote office availability
- Process improvement
- Record keeping
- Employee coaching
- 55 wpm typing speed
- Problem-solving
- Customer education
- Microsoft Office
- Microsoft PowerPoint
- Microsoft Excel
- Tax compliance
- Tax training and education
- State and local taxes
- Tax advisory services
- Sales and use tax
References
References available upon request.
Timeline
Front Desk Receptionist
Valir Health
05.2022 - 05.2024
Customer Care Representative III
Oklahoma Tax Commission
11.2020 - Current
Insurance Service Representative
AAA
01.2018 - 06.2020
Tech Support Rep
AT&T
03.2005 - 12.2017
Some College (No Degree) - Bachelor of Science
Oklahoma State University, Oklahoma City, Ok
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