Summary
Overview
Work History
Education
Skills
Profile
Management Expierence
Computer and Program Knowledge
Collector Expierence
Projects
Analytical Knowledge
References
Timeline
Generic

Feda Bouri

Sacramento,CA

Summary

Focused professional with several years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems. Resourceful professional in administrative management known for high productivity and efficient task completion. Possess specialized skills in workflow coordination, staff supervision, and process improvement. Excel in communication, leadership, and problem-solving to enhance team performance and achieve organizational goals. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

25
25
years of professional experience

Work History

Customer Service Supervisor

Franchise Tax Board
Sacramento, 95827
12.2017 - Current
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Evaluated employee performance reviews based on specific criteria set forth by management.
  • Guided employees in handling difficult or complex problems.
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.

Compliance Representative-Lead

Franchise Tax Board
Sacramento, CA
09.2014 - 04.2017
  • Reviewed records in cases of potential liability and determined compliance actions.
  • Maintained up-to-date knowledge of federal, state and local regulations that could affect the organization's operations.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Worked effectively in team environments to make the workplace more productive.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Tax Technician

Franchise Tax Board
Sacramento, 95827
10.2011 - 06.2014
  • Analyzed information and assessed liabilities and deductions according to relevant tax code.
  • Responded to state and federal tax notices by preparing written responses or tax return amendments.
  • Finalized and processed paperwork with local, state and federal government authorities.
  • Communicated effectively with clients via phone or email regarding questions or concerns about their taxes.
  • Maintained accurate records of all client data including contact information and payment history.
  • Performed detailed reviews of corporate books prior to filing corporate taxes.
  • Provided assistance to clients regarding complex tax issues such as capital gains, deductions, and credits.
  • Used tax form instructions and tables to complete tax forms.
  • Computed taxes owed or overpaid for clients.
  • Researched changes in laws related to taxation and provided guidance to clients accordingly.

Office Manager/Debt Collector

B&K Custom Cabinat
Sacramento, 95826
02.2000 - 05.2011
  • Created spreadsheets in Excel to track data such as vacation requests, sick days .
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
  • Assisted in developing budgets for departmental expenses.
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Administered payroll and maintained proper documentation of employee personnel.
  • Produced thorough, accurate and timely reports of project activities.
  • Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
  • Managed office inventory and placed new supply orders.
  • Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.

Education

Associate of Arts -

Consumer River Collage
Sacramento, CA
05-2013

Skills

  • Performance evaluation
  • Problem resolution
  • Team collaboration
  • Conflict resolution
  • Task delegation
  • Team coaching
  • Team building and leadership
  • Team productivity
  • Active listening
  • Verbal and written communication
  • Empathy and patience
  • Multitasking and organization
  • Decision-making
  • Work prioritization

Profile

  • Over 14 years of management experience
  • Over 13 years of customer service experience
  • 7 years of collection experience

Management Expierence

  • Experience and knowledge in hiring, training process, protocol and practices
  • Strong organizational skills, self motivated and enthusiastic
  • Excellent communication skills, both verbal and written
  • Ability to create and maintain a positive and productive work environment
  • Manage complex and sensitive program activities and changing priorities
  • Project management
  • Knowledge in departmental organization and function
  • Strong leadership and decision-making skills
  • Participate and manage project in departmental teams Mission and Value, VoIP

Computer and Program Knowledge

  • EDR, TI TPF, CM & WFM, CCP, Rack Chat Search, ME, Virtual Hold and Qfiniti Reports
  • ARCS, DMV, INC, Lexis, and BETS System
  • Microsoft Publisher
  • Microsoft Powerpoint
  • Excel Spreadsheets
  • Microsoft Teams
  • One Note
  • Outlook
  • Sharepoint

Collector Expierence

  • Resolved Account issues
  • Wrote procedures and trained Top 500 staff on analyzing dual assessments tax year for top 500 list
  • Advise tax payers of PIT & BE Income Tax Laws and compliance

Projects

  • Enterprise Contact center platform project
  • Leadership Development and Engagement project
  • Enhanced PIT Tax Technician Project
  • Enchanted BE Tax Technician Project
  • Hiring Process (Hiring manager) project
  • Staff Performance
  • Non-Authenticated Expectations
  • Kudos
  • Mission & Value Team (Event Team Lead)

Analytical Knowledge

  • Analyzed accounts and preformed appropriate transactions
  • Issued refunds and set up installment agreements
  • Reviewed and analyzed complex accounts for tax computations
  • Knowledge of department organization and function

References

  • Laura Padilla AD-I (916) 845-7490
  • Tony Cortez AD-II (916) 845-3207
  • Angela Longstreth AD-II (916) 845-6415

Timeline

Customer Service Supervisor

Franchise Tax Board
12.2017 - Current

Compliance Representative-Lead

Franchise Tax Board
09.2014 - 04.2017

Tax Technician

Franchise Tax Board
10.2011 - 06.2014

Office Manager/Debt Collector

B&K Custom Cabinat
02.2000 - 05.2011

Associate of Arts -

Consumer River Collage

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Feda Bouri