Ellen Chapin

• Reviewed tax returns for compliance with federal regulations and accuracy standards.
• Analyzed financial statements to detect discrepancies and potential issues.
• Clarified taxpayer inquiries and resolved issues through direct communication.
• Collaborated with team members to streamline tax examination processes.

• Implemented safety programs ensuring compliance with federal regulations.
• Conducted safety audits to identify hazards and recommend corrective actions, enhancing overall workplace safety.
• Trained staff on safety protocols and emergency procedures to enhance awareness.
• Collaborated with management to develop and maintain comprehensive safety policies.
• Investigated incidents to determine root causes, implementing measures to prevent future occurrences.
• Facilitated safety meetings to promote a culture of safety, encouraging employee engagement and awareness.
• Monitored workplace conditions for compliance with safety standards and regulations.
• Maintained accurate records of training and incident reports for regulatory reviews.

• Supervised daily distribution operations at national postal processing center to ensure efficiency.
• Implemented process improvements, enhancing package sorting and delivery operations.
• Trained employees on safety procedures and efficient material handling techniques.
• Monitored equipment performance for compliance with operational safety standards.
• Conducted regular inventory checks to manage supplies and equipment effectively.
• Assigned tasks based on skill sets while monitoring performance outcomes.
• Resolved employee issues promptly, fostering a positive work environment.
• Communicated operational challenges and resource needs to management for strategic planning.

across the district to improve the overall NPA score. Ended 12/31/2022.

Directed relocation of 911 customer care center to Verizon-owned facility, ensuring seamless transition.
Executed daily operations of 911 customer care center, achieving strict service level agreements.
Led diverse team in provisioning and repair maintenance for 911 services, meeting monthly and annual objectives.
Provided exceptional customer service, exceeding 80% call response objective from 2006 to 2012.
Consistently surpassed MTTR and provisioning goals while managing multiple concurrent 911 projects.
Achieved 98% compliance on MA customer notifications and 100% SLA in West Region.
Analyzed core issues to implement corrective strategic plan, streamlining notification processes and resolving design issues.
Completed complex projects, including MA Commonwealth Ambulance project, within budget and time constraints.

• Managed daily operations of customer service team, ensuring alignment with service objectives.
• Developed training programs for new customer service technicians, improving onboarding efficiency.
• Implemented process improvements, increasing customer satisfaction levels.

Acted as liaison for wholesale tier 1 customers, significantly improving customer experience.

Coordinated executive meetings, delivering comprehensive presentations and reconciling data for informed decision-making.

Developed stringent scheduling protocols to optimize operational efficiency and ensure timely service delivery.

Proactively mentored five supervisors and 40 technicians in commercial phone services.

Reduced annual budgetary expenses through a 40% increase in operational efficiencies.

Enhanced business processes by streamlining double dispatching, leading to improved satisfaction.

Earned consistent accolades from business customers for outstanding service delivery.

Executed training initiatives to address skill gaps among technicians, improving service readiness at specialized sites.