Summary
Overview
Work History
Education
Skills
Timeline
Generic
Hattilena Gooch

Hattilena Gooch

Glenn Heights

Summary


Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

16
16
years of professional experience

Work History

Assistant Manager

Reprise Financial
11.2023 - Current
  • Generated repeat business through exceptional customer service.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Launched quality assurance practices for each phase of development
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Trained personnel in policies and procedures and encouraged participation in exercises focused on developing key skills.

Administrative Manager

HSM Clean Team
01.2021 - Current
  • Developed and maintained good working relationships with vendors and contractors, resulting in improved customer service and satisfaction
  • Developed and managed an organizational structure that allowed for effective resource allocation and delegation of tasks
  • Developed and implemented effective policies and procedures for HR, finance, and other administrative functions
  • Established and maintained effective communication channels with internal and external stakeholders, resulting in improved customer service and satisfaction
  • Negotiated contracts with vendors and suppliers
  • Established and managed budgets
  • Oversaw recruitment and on-boarding of new employees
  • Coached and mentored administrative staff, resulting in improved job performance and knowledge
  • Created and implemented a system for tracking and monitoring project progress and milestones, resulting in timely completion of projects
  • Developed and implemented efficient processes and procedures that streamlined administrative operations

Loan Servicing Representative

Reprise Financial
07.2023 - 11.2023
  • Corroborated on-time payments and meeting of loan terms by assessing customer accounts.
  • Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
  • Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
  • Contacted customers via telephone to provide account updates and collect payments on accounts.
  • Assessed customer eligibility for account assistance by offering extensions, modifications and settlements.
  • Assisted customers with severe delinquency being 90+ days or more with past due balances and resolutions

Revenue Officer

Internal Revenue Service
08.2017 - 08.2021
  • Managed a case inventory of between 80-90 cases that were delinquent with filing and paying taxes
  • Inbound and Outbound calls to taxpayers to resolve delinquent account
  • I addressed compliance including filing all past due returns and completed a thorough financial statement to analyze the taxpayer's ability to pay
  • I utilized several internal and external systems and locator tools such as Accurint, Pacer, County Record Search, and internal databases to locate taxpayers' and assets owned by the taxpayer
  • I established contact with taxpayers to complete a financial analysis to determine their ability to pay and negotiate a payment resolution in the best interest of the government with consideration of the taxpayer's current financial state
  • This position I worked independently at home 100% of the time and met with taxpayers in the field or in the office as needed to view assets and collect documents or payments

Contact Representative (Call Site)

Internal Revenue Service
10.2008 - 08.2021
  • Created a knowledge base of frequently asked questions to improve customer service efficiency
  • Trained and mentored new call center representatives on customer service policies, procedures, and best practices
  • Resolved customer complaints in a timely and satisfactory manner
  • Developed scripts and processes to improve customer service efficiency
  • Thoroughly researched clients' accounts to identify tax related issues and assisted in resolving the issue regarding delayed refund payments, establishing payment arrangements and generating transcripts and correspondence
  • I completed between 50-100 calls per day from inbound and outbound callers regarding unresolved tax issues
  • I completed thorough research of multiple internal systems to determine the cause of the issue and provided the taxpayer with a resolution of the problem or explanation of tax law and regulations for education and future use
  • I was recognized for my outstanding performance 7 years in a row from 2010-2017
  • I was a certified classroom instructor and on the job instructor
  • I have over 5 years work from home experience and a dedicated office that will provide me an uninterrupted area to provide professional service from home

Education

High School Diploma -

David W Carter High School
05.2006

Skills

  • Adaptability
  • Ability to Work in a Team
  • Fast Learner
  • Effective Time Management
  • Leadership
  • Ability to Work Under Pressure
  • Microsoft Office
  • Communication Skills
  • Customer Service
  • Strategic thinking
  • Scheduling and planning
  • Reporting and documenting
  • Coaching and mentoring
  • Negotiation
  • Problem-solving
  • Customer relations
  • Performance reviewing
  • Customer service
  • Goal setting
  • Staff management
  • Meeting facilitation
  • Staff training and development
  • Employee performance evaluation
  • Team leadership
  • Team collaboration
  • Customer rapport

Timeline

Assistant Manager

Reprise Financial
11.2023 - Current

Loan Servicing Representative

Reprise Financial
07.2023 - 11.2023

Administrative Manager

HSM Clean Team
01.2021 - Current

Revenue Officer

Internal Revenue Service
08.2017 - 08.2021

Contact Representative (Call Site)

Internal Revenue Service
10.2008 - 08.2021

High School Diploma -

David W Carter High School

Similar Profiles

CREATE PROFILE
Hattilena Gooch