Kala Perkins

Be responsible for the financial and accounting system and personnel within a tax office
Run daily operations of the accounting in tax office
Design, establish, and maintain an organizational structure and staffing
Review all financial statements and ledgers, and work with the accounting staff to clear up any discrepancies
Prepare all taxes and filing forms with the government
Meet with the department managers to regularly review business matters and develop plans to increase profitability
Cross-train in all accounting positions
Motivate staff and keep on track with Sales quota
Provide administrative assistance to management team
Encourage and improve cross-department internal communication

• Maintained accurate records of mail delivery for audit purposes and route adjustments.
• Reported any unusual circumstances or safety hazards observed on routes to supervisors for prompt resolution.
• Sorted mail accurately and efficiently, expediting the delivery process for customers.
• Contributed positively to workplace culture through proactive communication and collaboration with colleagues.

• Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
• Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
• Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
• Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
• Optimized calling scripts to enhance effectiveness, leading to higher conversion rates from prospects to customers.
• Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
• Displayed resilience under pressure, managing high call volumes while maintaining a positive attitude towards customers and team members alike.

Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies
Track and document all inquiries using the applicable systems
Complete associated tasks according to the established guidelines.
Facilitate the fulfillment of caller requests for materials via mail, email, or download
Transfer/refer consumers to appropriate entities according to the established guidelines.
Escalate calls or issues to the appropriate designated staff for resolution as needed
Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
Provide responses to telephone inquiries in a courteous and professional manner, using pre-scripted responses
Assist caller(s) with filling out online applications and submitting electronically to plan provider for processing.
Follow policies and standard operating procedures such as filling out timesheets, adhering to privacy rules and responding to numerous phone inquiries.