Kenneth Brian Dale

Company Overview: https://irs.usajobs.gov/job/766618700

• Provided administrative and technical assistance to taxpayers through phone correspondence
• Researched and analyzed various tax payer situations and inquiries with empathy and assertiveness
• Administered clear explanations and facilitated collaborative resolutions for tax-related inquiries, ensuring accurate and timely responses when possible

• Research & letter response position for customer’s Home Equity Line
• Evaluated customer cases, crafting personalized letter responses to enhance satisfaction
• Monitored for fraud and bankruptcy indicators, safeguarding customer assets
• Achieved a 20% reduction in resolution times by implementing innovative research techniques and enhancing team workflows
• Worked closely with team members to research cases, fostering a cooperative environment to achieve optimal solutions
• Conducted in-depth financial analyses, identifying discrepancies and optimizing transaction processes for improved accuracy

• Expertly managed Mortgage and HELOC payoffs and other financial duties as needed
• Offered excellent member service via professional emails and phone calls, enhancing communication
• Acted as a liaison between borrowers, internal teams, and external entities with a smile
• Achieved timely Mortgage and HELOC mortgage payoff processing, enhancing member satisfaction and operational productivity
• Fostered teamwork across departments to solve borrower issues, improving service quality and resolution time
• Streamlined fund disbursement through meticulous record-keeping, boosting account accuracy and member trust
• Analyzed loan forbearance and delinquency data, contributing to strategic decision-making and risk management

• Problem Solver for companies’ construction software payroll module
• Utilized multiple communication channels for customer assistance
• Analyzed customer issues to streamline payroll module troubleshooting, reducing resolution time by 20%
• Partnered with cross-functional teams to enhance customer experience, resulting in a 15% increase in client satisfaction
• Resolved 95% of customer complaints within first contact, significantly improving overall service efficiency

• Dedicated employee in a Fast-Paced Company Secure Mail Room
• Managed secure document processing, ensuring accuracy in a high-volume mailroom
• Improved building security through effective guest management efficiently handled high-volume document processing, ensuring 99% accuracy and security compliance
• Coordinated seamlessly with front desk to manage guest entries, enhancing overall building security protocols
• Streamlined mailroom operations, reducing processing time by 20% through effective task

• Managed data entry and credit review for low credit score applicants
• Implemented a thorough double-check system, elevating document accuracy significantly
• Streamlined data entry processes, reducing errors by 15% through meticulous quality checks and cross-departmental collaboration
• Expedited credit reviews, cutting average processing time by 20% while maintaining compliance with financial regulations

• Administered guidance to customer's vehicle buying or leasing needs
• Applied persuasive and conflict resolution skills to drive sales
• Transformed challenges into opportunities, turning a hostile customer into a successful sale
• Energetically matched customers with their ideal vehicles, enhancing their buying experience

• Leveraged data analysis to tailor financial aid packages, maximizing benefits for students
• Enhanced financial aid processes, reducing processing time by 20% through efficient data management and analysis
• Maintained clear communication with various sources regarding student financial aid status
• Utilized data analytics to customize financial aid packages
• Facilitated open dialogue on student financial aid status

• Empathetic Customer Service Agent in a High-volume inbound call center for Puget Sound Energy
• Utilized conflict management skills for daily troubleshooting, streamlining the complaint resolution process
• Optimized customer service processes, achieving 12 excellence awards for satisfaction
• Verified transaction accuracy by managing CRM SAP System, enhancing customer trust
• Resolved billing/accounting issues with empathy and understanding