Latasha Hardwick
Hamilton,United States
Summary
Detailed oriented and skilled at problem solving. Active listener who seamlessly incorporates feedback from staff members. Motivated professional skilled at building strong working relationships with fellow staff. Well-versed in multiple tax types such as personal state income tax, sales, payroll and corporate business tax and other State administered property tax relief programs.
Overview
25
25
years of professional experience
Work History
Supervisor of Technical Services
The New Jersey Division of Taxation
12.2024 - Current
- Evaluated employee performance and conduct. Conducted regular performance reviews for team members, identifying opportunities for professional growth and development within the organization.
- Spearheaded efforts to improve call monitoring conducted by supervisors and team leaders by implementing a Call Monitoring Workshop exercises focusing on the role of each employee and how to properly provide constructive feedback while enhancing knowledge of phone agents within the department.
- Spearheaded the launch of the Tax Practitioner Appointment System in March of 2025. Assigned daily appointments to lower-level staff to provide assistance to tax professionals.
- Created Call Monitoring Procedures for Call Center Evaluators. Created PowerPoint Presentations to guide staff.
- Collaborated with the Department's IT staff to update specific details and format of the Agent Cumulative Evaluation Summary Report. Worked with the Innovation Team to properly utilize Amazon Web Service within the call center.
- Created and presented Workshop for newly hired employees focusing on the role of a call center representative and various aspects of the position.
- Supervised and provided Technical assistance to Team Leaders and other employees to help them resolve taxpayer and tax practitioner inquiries.
- Prepared monthly written reports to identify call trends and improvements that may be needed within the Division.
Taxpayer Service Representative 3
New Jersey Division of Taxation
10.2018 - 12.2024
- I created and edited internal manuals and power point presentations for training purposes (i.e., GE02 Conversation, TGI Response Guidelines and Call Monitoring Guidelines)
- I trained new and seasoned employees on various tax and rebate programs
- I interviewed candidates seeking positions within the call center
- I evaluated the work of lower-level staff
- Submitted thorough written reports on employee performance
- I conducted meetings to update employees of trends and procedural changes within the call center
- Evaluated employees conduct and issued memorandums when applicable
- I prepared monthly reports detailing trends and activity within the organization making upper management aware of potential issues while providing possible solutions.
Taxpayer Service Representative 2
New Jersey Division of Taxation
11.2005 - 09.2018
- In 2005, I performed tasks as an assistant where I trained and monitored Call Center agents within the referral unit who responded to complex telephone inquiries regarding the various taxes and property tax relief programs administered by the New Jersey Division of Taxation
- I reviewed and distributed referral work completed by agents within the Assistance and Resolution Unit
- I provided assistance and guidance to Technical Assistants, Tax Rep
- Trainees and Taxpayer Service Rep
- 1's as assigned
- Identified and analyzed problems to find alternative solutions
- Prepared and reviewed referrals submitted to other sections and branches within the Treasury Department as required
- I assisted in handling inquiries from the Tax Practitioner's hotline and the Governor/ Directors line
- Submitted written reports of observation of an agent's performance on call responses, level of tax/procedural knowledge of agents and agent's use of reference materials
- Conducted group meetings and one-on-one counseling of agents to provide training and/or instruction
- Interviewed, evaluated and recommended hiring of seasonal hourly employees for positions within the Division's Call Center
- Adjusted and corrected accounts based upon taxpayer inquiries to Call Center agents
- Assisted with making corrections and updates relating to the Amnesty Program
- I performed as a Group Supervisor from October of 2007 to August of 2012
- I provided constructive feedback to team members guiding them through answering taxpayer phone inquiries and procedures used to adjust accounts
- I conducted training sessions for new employees
- Organized support staff to help new employees further develop job skills
- Observed agents to ensure that they adhered to Division policies and procedures
- Prepared statistical reports as part of a monthly report to upper-level management
- Prepared performance evaluation reports
- Reviewed and distributed referral work completed by agents within the Assistance and Resolution Unit
- Forwarded accounts to other units for resolution when necessary.
Taxpayer Service Representative 1
New Jersey Division of Taxation
05.2000 - 11.2005
- Began employment with the New Jersey Division of Taxation on May 1, 2000
- Responded to telephone inquiries regarding the various taxes administered by the New Jersey Division of Taxation
- Performed on-line account maintenance, approved and issued refunds and rebates
- Prepared detailed referrals to other sections and branches within the Treasury Department as required
- Answered telephone calls from taxpayers and their authorized representatives (CPA's, attorneys, and tax preparers) on a variety of taxes including gross income tax, sales tax, corporation business tax, and any other taxes administered by the Division.
Education
Master Of Business Administration - Business Administration And Management
University of Phoenix
Tempe, AZ01.2016
Bachelor Of Science - Science in Business
University of Phoenix
Philadelphia, PA12.2012
Associate Of Arts - Humanities And Social Science
Mercer County Community College
Trenton, NJ08.1999
Skills
- Data collection
- Excellent communication skills
- Exceptional organizational skills
- Staff development
- State government background
- Supervision and training
- Creative problem solver
- Computer savvy
- Tax Law Compliance
- Tax Form Completion
- Written communication
Timeline
Supervisor of Technical Services
The New Jersey Division of Taxation
12.2024 - Current
Taxpayer Service Representative 3
New Jersey Division of Taxation
10.2018 - 12.2024
Taxpayer Service Representative 2
New Jersey Division of Taxation
11.2005 - 09.2018
Taxpayer Service Representative 1
New Jersey Division of Taxation
05.2000 - 11.2005
Master Of Business Administration - Business Administration And Management
University of Phoenix
Bachelor Of Science - Science in Business
University of Phoenix
Associate Of Arts - Humanities And Social Science
Mercer County Community College