Marcelle Santana Acosta

• Reviewed Wisconsin tax returns for compliance with state revenue rules.
• Communicated with taxpayers, attorneys, accountants, and representatives to collect delinquent accounts and secure overdue returns.
• Applied wage garnishments, bank account levies, and property seizures when necessary.
• Explained Wisconsin tax requirements to businesses and individual taxpayers.
• Applied department procedures to resolve delinquent tax balances.
• Responded promptly to inquiries from taxpayers regarding billing errors or other issues.
• Performed periodic reviews of assigned accounts to ensure timely resolution of outstanding balances.
• Provided guidance and advice to taxpayers on filing requirements and payment options.
• Negotiated payment plans with taxpayers to ensure compliance with established procedures.
• Recommended offer acceptances and installment payment plans.

Responsible for directing overall operations of the Distributor Service Department to ensure a professional, productive and efficient work environment that leads to the highest quality service for the Distributor Network as well as for their Customers.

• Directed, trained and supervised the Distributor Service supervisors as direct reports, and the rest of the Distributor Service team indirectly.
• Used productivity metrics and phone monitoring to verify and control service levels. Audited and managed workloads
• Prioritized and delegated daily work tasks to meet anticipated project goals.
• Planned and predicted the department’s needs, managed the department budget and the human resource to meet the organization’s objectives. Recruited, trained and developed Distributor Service personnel.
• Created objectives, expectation, metrics and incentives at individual and department levels, in order to attain results. Offers training and follow up meetings for department’s personnel.
• Create objectives, expectation, metrics and incentives at individual and department levels, in order to attain results. Offered training and follow up meetings for department’s personnel.
• Complied with federal, state and international legal requirements ensuring reports are adhering to legal regulations and protecting the company compliance by establishing, monitoring and enforcing internal controls. Reported and escalated compliance violations.
• Forecasted department goals and objectives and enforced deadlines to encourage task progression.
• Informed and educated department employees on changes from management.
• Created employee work schedules to keep shifts properly staffed.
• Motivated, led and supported employees to maintain low turnover.
• Coordinated efficient maintenance schedules to keep systems running at peak levels.

Responsible for directing overall operations of the Enhanced Financing Department to ensure a professional, productive and efficient work environment. Accomplishing department objectives by supervising and coaching staff while organizing and monitoring work processes.

• Evaluated credit application to determine risk factors and financial feasibility.
• Reviewed applications against established parameters to determine approval, rejection or modification requirements.
• Trained and mentored highly effective teams to meet corporate service standards.
• Coordinated special update and conversion projects and monitored key performance metrics. Created objectives, expectation, metrics and incentives at individual and department levels, in order to attain results. Offered training and follow up meetings for department’s personnel.
• Supervised personnel and operations to keep operations and workflows running smoothly.
• Complied with federal, state and international legal requirements ensuring reports are adhering to legal regulations and protecting the company compliance by establishing, monitoring and enforcing internal controls. Reported and escalated compliance violations.
• Worked with regulatory representatives to complete accurate filings and maintain compliance.
• Evaluated budget plans and current costs to project trends and recommend updates.

Responsible for accomplishing department objectives by supervising and coaching staff while organizing and monitoring work processes.

• Reviewed and replied to emails and solved internal and external problems of the department.
• Completed employee performance evaluation according to department and company standards.
• Appropriately assigned and delegated work to accomplish department goals and provided coaching and recognition.
• Assisted employees as required, helping them to overcome obstacles and deal with problems as they arose.
• Trained new and current employees through current training plan and the developments of new lessons or programs, according to business need.
• Completed and delivered employees’ performance evaluations according to department and company standards.
• Approved and handled employee PTO, monitors arrival on time, and kept accurate track of the bonus payouts, monitored service levels according to department standards.
• Helped other departments and gave the appropriate follow-up when needed.
• Compiled operational and risk reports detailing financial metrics to help management make proactive decisions.

Responsible for making timely and accurate underwriting decisions based on analysis of contract information and application of Hy Cite’s underwriting guidelines. The underwriter also evaluates exception requests and, when appropriate, allow exceptions.

• Evaluated financial and operational performance of customers facing financial difficulties to determine possible remedies.
• Daily average of contracts.
• Reviewed policies and accepted ownership for accomplishing existing tasks that fulfill
• Legal/compliance requirements. Reports compliance violations when identified.
• Answered calls and emails to assist with customer questions and concerns.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Responsible for processing contracts, applying company guidelines, and communicating credit decisions and requests for additional information to customers.

• Developed comprehensive understanding of financial statements, enhancing opportunities to assess risk.
• Averaged a minimum number of contracts per day.
• Communicated credit decisions and requested financial documents from customers.
• Solved problems with contracts promptly and professionally.
• Ensured all necessary documentation was completed for all transactions.
• Performed other duties as requested to accomplish department goals.
• Understood and adhered to legal/compliance standards included in corporate policies and accepts ownership for accomplishing existing tasks that fulfill legal/compliance requirements. Reported compliance violations when identified.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Maintained updated policies and procedures.

Responsible for inputting all information obtained from the sales order and credit application into the system:

• Processed and documented transactions in company database.
• Verified accuracy of information and executed clarification of orders.
• Reviewed customer requests, resolved questions and defined specifications before completing orders.