Summary
Overview
Work History
Education
Skills
References
Languages
References
Timeline
Generic

HALLE GIBSON

Tallahassee,FL

Summary

Results-driven Revenue Specialist III with a strong track record at the Florida Department of Revenue, specializing in child support case analysis and customer satisfaction enhancement. Demonstrates exceptional conflict resolution skills and data management expertise, leveraging Microsoft Office and CAMS to optimize operational efficiency. Noteworthy communication and leadership abilities shine in high-pressure environments.

Overview

12
12
years of professional experience

Work History

Revenue Specialist III

Florida Department of Revenue
Tallahassee, FL
06.2023 - Current
  • In addition to my excellent customer service skills, I possess strong leadership, facilitation, and training abilities, all while maintaining case confidentiality.
  • I conduct research and analyze information to make informed decisions.
  • I assess cases when the Child Support Automated Management System (CAMS) is unable to determine the next action and review supporting documentation accordingly.
  • I document and generate reports from customer interactions and other relevant screens, ensuring that the information is clear and concise, accurately reflecting the reasons for each visit.
  • I communicate effectively with customers to resolve their inquiries. Additionally, I assist with performance monitoring, coaching, mentoring, and workload assignments to ensure compliance, accuracy, and adherence to procedures.
  • I provide feedback to supervisors and analysts regarding test results, and I offer recommendations for improvement.
  • I access and update information in CAMS, initiate and respond to requests, coordinate with internal and external partners, and prepare requests while collecting data for analysis to identify, investigate, assess, and make recommendations.

Regulatory Specialist I

DBPR- Department Of Business & Professional Regulation
Tallahassee, FL
08.2022 - 06.2023
  • The role involves responding to customer inquiries by providing general information about licensing status and requirements for professions and businesses regulated by the DBPR. This is done with minimal assistance, and if further action is necessary for resolution, an escalation referral is submitted.
  • I answered incoming calls to the Customer Contact Center in a courteous and professional manner, assesses each inquiry, and provides accurate information in accordance with departmental policies, procedures, and relevant Florida Statutes, and rules.
  • I conducted research and analyzed information to make informed decisions. Additionally, the representative addresses telephonic inquiries regarding licensing matters or questions related to real estate, barbers, and cosmetology. This includes responding to questions about continuing education requirements, and associated fees.
  • To provide accurate responses, I reviewed information from the call center system, DBPR’s intranet site, and/or internet site, as well as applicable laws and regulations.
  • I updated the call center systems with accurate and current information, ensuring records include each caller’s name, phone number, and relevant details concerning their inquiries, and the resolutions offered. Effective communication with customers is essential to resolving their inquiries.

Customer Service Representative

Northgate Arinso
Tallahassee, FL
01.2019 - 08.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.

Customer Service Manager

Walmart
Tallahassee, FL
08.2013 - 04.2021
  • Supervised employees and assessed performances to determine training needs, and define accurate plans for decreasing process lags.
  • Answered questions about store policies, and addressed customer concerns.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Assigned work and monitored performance of project personnel.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.

Customer Service Representative

Xerox
Tallahassee, FL
02.2016 - 01.2019
  • Adhered to company policies and scripts to consistently achieve call time and quality standards.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Learned and maintained an in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Education

High School Diploma -

James S. Rickards High School
Tallahassee, FL
01.2013

Skills

  • Fifteen months of experience and knowledge in the following SAP or Child Support Program: researching, analyzing, and updating child support case information
  • Gathering data to create presentations and/or reports
  • Prepare internal memoranda and written correspondence related to specific child support cases

Communicate with internal and external partners, both verbally and in writing

Conflict resolution and escalated complaint processes

Review and interpretation of statutes, processes, and procedures

  • Multiline phone systems, Internet research, supply, and mailroom procedures
  • Monitor performance accountability measures by continually analyzing performance, making recommendations for process improvements to cycle time, reducing costs, improving accuracy, and increasing customer satisfaction
  • Respond to public records requests
  • Provide quality customer service, and maintain confidentiality while processing sensitive information
  • Use Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Access, as well as imaging software by Acorda and Optika
  • Monitor data and workflows by scheduling work assignments to ensure uniformity and equity in workload volume

References

Available upon request

Languages

English
Full Professional

References

References available upon request.

Timeline

Revenue Specialist III

Florida Department of Revenue
06.2023 - Current

Regulatory Specialist I

DBPR- Department Of Business & Professional Regulation
08.2022 - 06.2023

Customer Service Representative

Northgate Arinso
01.2019 - 08.2022

Customer Service Representative

Xerox
02.2016 - 01.2019

Customer Service Manager

Walmart
08.2013 - 04.2021

High School Diploma -

James S. Rickards High School

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HALLE GIBSON