ERICA ALLEN
Maysville,KY
Summary
Versatile and results-driven professional with a proven track record at Wayfair, adept in complex problem resolution and data analysis. Excelled in optimizing processes and enhancing team performance through innovative thinking and proficient use of Microsoft Office and programming languages. Demonstrates exceptional critical thinking and time management skills, significantly improving operational efficiency and customer satisfaction.
Overview
21
21
years of professional experience
Work History
Tax Examining Technician
IRS
Covington, KY
06.2024 - Current
- Provided technical support related to the usage of database systems.
- Compiled, sorted, and verified accuracy of data entered into database.
- Maintained records of transactions in accordance with established procedures.
- Performed data entry tasks accurately and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized various software and tools to streamline processes and optimize performance.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Conducted investigations into suspected cases of fraud or noncompliance with the Internal Revenue Code.
- Issued notices for delinquent accounts, calculated interest charges and penalties for late payment of taxes.
- Assisted with audits by gathering requested documents from taxpayers or their representatives.
- Assisted other departments with special projects as needed.
- Processed requests for abatements or refunds according to established policies and procedures.
- Utilized computer software programs such as Microsoft Excel to manage data efficiently.
- Researched federal and state laws, regulations and procedures to provide accurate advice to taxpayers.
Admin II
Wayfair
Erlanger, USA
02.2021 - 05.2024
- Used Microsoft Office Suite to create and revise documents and presentations
- Compiled and entered data into various databases to ensure accuracy and completeness
- Analyzed complex issues to identify root causes and implemented effective solutions.
- Worked effectively in team environments to make the workplace more productive.
- Implemented corrective measures to prevent future occurrences of the same issue.
- Coordinated efforts between multiple teams within the organization when developing solutions for complex problems.
- Documented processes related to problem resolution and created training materials for new staff members.
- Leveraged a combination of skills to identify issues and determine underlying causes.
- Made decisions and resolved issues using critical thinking and analytical skills.
- Implemented continuous improvement practices to minimize future issues.
- Developed innovative approaches to streamline processes and improve efficiency.
- Trained team members on problem-solving techniques and tools.
HR Admin/Warehouse Assistant
Wayfair
Erlanger, USA
03.2019 - 01.2021
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Administered employee recognition and reward programs to boost morale and productivity.
- Supported day-to-day operations of HR functions and duties
- Partnered with human resources manager on research and special projects
- Prepared and set up for new employee orientations
- Trained new employees regarding warehouse procedures and standards.
- Processed new hire paperwork and conducted onboarding orientations.
- Prepared reports regarding personnel related activities such as turnover rate, absenteeism.
- Facilitated conflict resolution processes to address workplace issues and promote a positive work environment.
- Maintained employee records, ensuring accuracy and confidentiality of all documents.
- Acted as a liaison between employees and upper-level management when needed.
- Prepared or maintained employment records using human resources management system software.
Merchandise Associate
Kellogg Co
Cincinnati, USA
04.2012 - 12.2015
- Monitored sales performance and adjusted merchandise displays accordingly
- Executed and audited store signage and other visual merchandising elements meeting company standards
- Developed visual merchandising strategies to optimize product displays and increase sales
- Executed planogram, pricing and signage fostering exceptional customer experiences
Customer Service Manager
Walmart
Maysville, USA
04.2004 - 04.2012
- Managed customer service staff by communicating expectations and monitoring and analyzing results
- Prepared and maintained work schedules to meet business volume and minimize customer inconvenience
- Worked cross-functionally with sales staff to rectify customer service issues or address specific requests
- Recruited and trained employees, fostering customer service mission and objectives
- Interacted with customers to quickly handle escalated queries and complaints
Education
MBA - Business Analytics
University of Louisville
Louisville, KY08-2024
Bachelor Of Arts - Integrative Studies
Northern Kentucky University
Highland Heights, KY01.2020
Associate Of Arts -
Maysville Community And Technical College
Maysville, KY01.2018
Skills
- Critical Thinking
- Time Management
- Complex Problem Resolution
- Issue and Complaint Resolution
- Analytics and Research
- Reviewing Data
- Spreadsheet management
- Research proficiency
- Employee recognition programs
- HR analytics
- New hire orientation
- Problem identification
- Workflow enhancement
- Innovative thinking
- Data analysis
- Creative solutions
- Process optimization
- Microsoft office
- Data entry
- Programming languages: R, SQL, SAS, Python,EXCEL
Timeline
Tax Examining Technician
IRS
06.2024 - Current
Admin II
Wayfair
02.2021 - 05.2024
HR Admin/Warehouse Assistant
Wayfair
03.2019 - 01.2021
Merchandise Associate
Kellogg Co
04.2012 - 12.2015
Customer Service Manager
Walmart
04.2004 - 04.2012
MBA - Business Analytics
University of Louisville
Bachelor Of Arts - Integrative Studies
Northern Kentucky University
Associate Of Arts -
Maysville Community And Technical College
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