Kevin Place
Albany,NY
Summary
Dedicated leader and supervisor with proven success developing, implementing, and leading team performance. Excel at driving continuous improvements in the support of customer service and to exceed their expectations. Mentor and guide team members to answer customer questions quickly and accurately, while giving clear and courteous service, in a diverse environment. Managing multiple projects, effectively supervising staff in producing accurate reports and correspondence. Currently a member of the Quality Assurance Team and have experience within the Business Center (BC), Individual Center (IC), and OPTS CCS. Very detail-oriented and have a great work ethic. Can be depended on to accomplish tasks independently and in team settings. Played a major role in the development and implementation of multiple business systems. Provide continuous effort and support in maintaining business systems to ensure proper functionality. Love helping others and have proven to be very responsive to the needs and questions of all employees within CCD as well as other areas of the Department.
Overview
19
19
years of professional experience
Work History
Taxpayer Services Representative 2/Supervisor
New York State Department of Taxation and Finance
01.2017 - Current
- Provide coaching and support to call center representatives, supervisors, and managers
- Provide administrative assistance with business systems
- Quality assurance of Department processes and goals to employ best practices
- Conduct trainings regarding subject matter and business systems
- Monitoring service levels and improvements, providing feedback to all staff
- Leading efforts in improvements in service level objectives, reduction of call wait times
- Produced and providing periodic reports and updates on service levels and staff
- Assure quick and accurate training to all employees on new processes and changes
- Perform and communicate periodic performance reviews with employees.
Taxpayer Services Representative 1/Phone Representative & Supervisor
New York State Department of Taxation and Finance
01.2014 - 01.2017
- Answer questions from callers regarding a variety of different topics about several NYS agencies
- Provide information to the public in a respectful and courteous manner
- Acting Supervisor for 1 ½ years
- Perform data analysis on service levels, creating reports and communicating results to executive level staff
- Compile periodic reports for call center representatives and ensure appropriate and timely distribution
- Communicate new information on changes in policies, rules, and regulations
- Provide supervision, coaching, and support to call center employees
Keyboard Specialist
New York State Department of Labor
01.2012 - 01.2014
- Prepare and proofread letters to clients and ensured appropriate format, content, and distribution
- Routed all incoming correspondence to appropriate staff and tracked responses in a database
- Managed extensive paper-based and automated file keeping systems for the Director’s office
- Maintained office equipment and organized file systems within the office
- Provided phone support for executive level staff.
Kitchen Manager & Cook
Red Robin Restaurant
01.2005 - 01.2012
- Supervised and supported kitchen staff
- Responsible for taking count of inventory and ordering product/food
- Opening and closing all workstations for quick response when customers arrive
- Responsible for making sure food is prepared with quality, in an efficient and timely manner
- Creating work schedules on a weekly basis.
Education
Associate of Science (AS) - Business Administration
Hudson Valley Community College
Troy, NYHigh School Diploma -
Shaker High School
Latham, NYSkills
- Microsoft Office Suite
- Information Technology
- Business Systems
- Team Player & Leader
- Listening & Providing Feedback
- Quality Assurance
- Detail-Oriented
- Strong Work Ethic
- Documentation And Reporting
- Technical Support
- Customer Service
- Problem-Solving
- Team Supervision
- Call Center Operations
- Multitasking and Organization
- Product Training
- Progress Reporting
- Staff education and training
- Excellent Communication
- Attention to Detail
- Computer Skills
References
- Brian Fuller, Brian.Fuller@tax.ny.gov
- Jakob Westman, Jakob.Westman@tax.ny.gov
- Michael Michaniw, Michael.Michaniw@tax.ny.gov
- William Lather, William.Lather@tax.ny.gov
- Andrew Piroli, Andrew.Piroli@tax.ny.gov
- Daniel Ball, Daniel.Ball@tax.ny.gov
Timeline
Taxpayer Services Representative 2/Supervisor
New York State Department of Taxation and Finance
01.2017 - Current
Taxpayer Services Representative 1/Phone Representative & Supervisor
New York State Department of Taxation and Finance
01.2014 - 01.2017
Keyboard Specialist
New York State Department of Labor
01.2012 - 01.2014
Kitchen Manager & Cook
Red Robin Restaurant
01.2005 - 01.2012
Associate of Science (AS) - Business Administration
Hudson Valley Community College
High School Diploma -
Shaker High School
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