Liz Brown

Manager of a specialized collections team, handling complex issues and more detailed tax cases

Demonstrate excellent time management skills by successfully handling multiple assignments at the same time

Able to prioritize tasks, to ensuring timely, accurate and high-quality results

Collaborate and communicate with both internal and external stakeholders while researching, assigning and resolving taxpayer referrals and inquiries

Managed a high-volume, fast paced call center

Created daily, weekly and monthly reports for upper management

Coordinated with the assistant managers to ensure that quality assurance standards were being met

Accomplished multiple tasks within established timeframes

Managed personnel issues and communicated with Human Resources for assistance

Monitored the Verizon (VCC) dashboard in real time: re-skilled and re-assigned representatives, as needed

Analyzed NICE and VCC generated reports in order to identify call trends and anticipate staffing needs

Provided supervisor development through mentoring and direct feedback

Ensured that supervisors adhered to quality assurance guidelines in order to develop their phone staff by providing ongoing, timely and appropriate feedback

Addressed poor performance with counseling sessions and contacted Human Resources for disciplinary matters

Completed quality reviews, evaluations and probationary reports

Developed staff in coaching sessions by reviewing calls and providing feedback

Approved leave requests and certified LATS timesheets

Processed corporation tax casework- reinstatements, surrenders, applications, tax searches

Cleared exceptions, computed tax liability & re-processed corporation tax returns

Answered inbound corporation tax phone calls, assisting taxpayers with questions regarding taxability, filing requirements and completion of returns