MICHELLE TURNER
Fredericksburg
Summary
Results-driven professional with a solid background at Virginia Department of Taxation, excelling in customer service and leadership roles. Proven track record of enhancing customer satisfaction through strategic communication and personalized solutions. Skilled in data analysis and staff development, fostering teamwork that supports compliance and operational excellence.
Overview
32
32
years of professional experience
Work History
Business/Individual Consultation Queue
Virginia Department of Taxation
Richmond
10.2023 - 11.2025
- Enhanced team productivity by providing guidance on effective time management and prioritization techniques.
- Increased customer satisfaction by implementing tailored solutions for their unique business needs.
- Delivered successful projects within tight deadlines, ensuring consistent satisfaction, and timely project completion.
- Established strong customer and colleague relationships through excellent communication and negotiation.
- Implemented new technologies to optimize data analysis, resulting in more accurate insights during consultations.
- Evaluated the effectiveness of implemented strategies through performance reviews with management, making necessary adjustments for continuous improvement.
- Maintained documentation and resources regarding problem resolution for reference in future instances.
- Tracked issue resolution policies to maintain compliance with internal standards.
- Responded to customer inquiries and provided technical assistance over the phone.
- I listened carefully to customers and colleagues, and explained complex tax information simply and concisely.
- Managed a team of junior collectors, providing guidance on best practices for efficient collections operations, while maintaining strict confidentiality standards.
- Maintained up-to-date knowledge of federal, state, and local tax laws, ensuring accurate application in all cases.
- Analyzed data for trends in noncompliance, which informed targeted enforcement efforts, and yielded higher rates of collections success.
- Enhanced taxpayer experience with timely and professional customer service, addressing inquiries, and resolving disputes.
- Implemented fraud prevention measures to identify and address potential instances of tax evasion or under-reporting.
- Safeguarded sensitive taxpayer information through strict adherence to data security protocols within the department's record-keeping systems.
- Kept case data and contact information up to date to expedite proceedings.
- Professionally negotiated and dealt with taxpayers in confrontational situations.
- Responded to taxpayer questions, and helped individuals complete and file tax documentation.
Tax Revenue Field Agent
Virginia Department of Taxation
Richmond
01.2013 - 10.2023
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
- Maintained accurate records of customer communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Presented feedback to management on customer service trends and improvement areas.
- Informed customers of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite, and professional service.
- Assisted customers in navigating the filing process, ensuring timely resolution of issues, and optimal outcomes.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Mentored junior agents within the team, sharing insights and best practices to support their professional growth and contributions to the agency's success.
- Resolved caller issues quickly and thoroughly.
- Followed up on customers' inquiries to assess satisfaction with the provided solutions.
- Established strong customer relationships, building recommendations, and loyalty.
- Conducted thorough research on federal, state, and local tax laws to ensure accurate interpretations in all cases handled.
- Improved customer satisfaction by offering timely assistance and clear guidance on taxation matters.
- Assisted businesses in understanding their tax obligations, promoting voluntary compliance, and reducing the risk of audits.
- Evaluated complex tax issues, applying expert knowledge of tax law and regulations to resolve disputes.
- Worked closely with legal teams during litigation processes involving disputed tax assessments, or other contentious issues.
- Maintained detailed records of all case files, ensuring accurate documentation for future reference, or legal proceedings.
- Analyzed taxpayer information to identify discrepancies and potential fraud.
- Conducted field investigations for tax compliance and enforcement.
- Collaborated with law enforcement on tax-related criminal investigations.
- Prepared detailed reports on findings for legal proceedings and audits.
- Provided training to new agents on investigation techniques and protocols.
Customer Service Supervisor
United Consumers, Inc.
Woodbridge
05.2003 - 12.2012
- Coordinated schedules within the team to ensure adequate coverage during peak hours, or high-volume periods.
- Reduced response time to customer inquiries, ensuring prompt attention to their needs.
- Streamlined team workflow for improved efficiency in handling customer inquiries and resolving issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Provided regular feedback to management regarding opportunities for process improvements, based on direct customer experiences.
- Managed escalated customer situations effectively, maintaining professionalism while working toward resolutions.
- Implemented new strategies for managing high call volume periods, reducing wait times for customers.
- Handled complex transactions efficiently, ensuring accuracy, and timely completion of tasks.
- Assisted customers with navigating online platforms, demonstrating patience, and technical expertise when needed.
- Led team in delivering exceptional customer service experiences.
- Trained new associates on company policies and procedures.
- Monitored call quality and provided feedback to team members.
- Coordinated scheduling and workload distribution among staff.
- Trained employees on best practices (FDCPA) and protocols, while managing teams to maintain optimal productivity.
- Recruited, interviewed and selected employees to fill vacant roles.
Accounts Receivable Analyst
Ridgewood Custom Homes
Stafford
06.1993 - 05.2003
- Managed customer invoicing and payment processing for residential construction projects.
- Analyzed aging reports to identify outstanding receivables and follow up with clients.
- Collaborated with project managers to resolve billing discrepancies and client inquiries.
- Processed credit applications and assessed customer creditworthiness for new accounts.
- Maintained accurate records of transactions in the accounting software system.
- Coordinated with internal teams to ensure timely collection of overdue accounts.
- Generated financial reports to summarize accounts receivable status for management review.
- Assisted in developing policies for credit management and collections procedures.
- Performed research into disputed invoices or payments as needed.
- Coordinated with other departments when necessary to resolve billing issues quickly and efficiently.
- Monitored overdue accounts daily, generated past due notices, and contacted delinquent customers via phone or email.
- Reviewed and reconciled customer accounts to ensure accuracy of invoices and payments.
- Conducted regular reviews of unapplied cash transactions to ensure proper application of funds.
- Prepared monthly reports summarizing account activity including aging analysis and outstanding balance summaries.
- Maintained accurate records of all account receivable activities for audit purposes.
- Handled biweekly payroll services for company employees.
- Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
- Matched orders with invoices and recorded required information.
- Completed and submitted tax forms and returns, workers' comp forms and pension contribution documentation.
- Calculated income and social security tax deductions.
Education
High School -
Woodbridge High School
Woodbridge, Virginia06.1993
Skills
- Customer service expert
- Technical document comprehension
- Staff education and training
- Flexible and adaptable
- Cultural awareness
- Team building
- Google Workspace
- G Suite
- Written communication
- MS Office
- Data entry
- Teamwork and collaboration
- Multitasking abilities
- Decision making
- Planning and coordination
- MS software proficiency
- Technical issues analysis
- Desktop support
- Application support
- IRMS/CACSG software proficiency
- Excel software proficiency
- Cardinal software proficiency
- Oracle Cloud software proficiency
Timeline
Business/Individual Consultation Queue
Virginia Department of Taxation
10.2023 - 11.2025
Tax Revenue Field Agent
Virginia Department of Taxation
01.2013 - 10.2023
Customer Service Supervisor
United Consumers, Inc.
05.2003 - 12.2012
Accounts Receivable Analyst
Ridgewood Custom Homes
06.1993 - 05.2003
High School -
Woodbridge High School