Phaedra Long
Tenino,Washington
Summary
Friendly customer service oriented with 20 years of experience carrying out clerical and customer service tasks. Skilled at supporting customers with simple and complex needs with professionalism.
Overview
2026
2026
years of professional experience
Work History
Auditor 3
Employment Security Department
12.2014 - Current
- Conducted financial audits, ensuring compliance with regulatory standards and internal policies.
- Evaluated risk management processes to identify areas for improvement and enhance operational efficiency.
- Prepared detailed audit reports, summarizing findings and recommending actionable solutions to management.
- Collaborated with cross-functional teams to implement corrective measures based on audit outcomes.
- Reviewed financial statements for accuracy, identifying discrepancies and inconsistencies in accounting practices.
- Led special projects focused on streamlining audit processes, resulting in improved turnaround times for audits.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Streamlined audit processes, improving efficiency and reducing time spent on each audit engagement.
- Developed strong relationships with clients, building trust and ensuring a high level of satisfaction during the audit process.
Lead Tax Information Specialist
Washington State Department of Revenue
- Frequently review data found in the state's computer system to make accurate decisions.
- Provide education and assistance to Washington State taxpayers. I also provide technical consultation and advice to taxpayers, tax professionals and citizens who contact the call center with questions related to retail sales tax, service and other activities and other tax, and wholesale tax.
- Provide customer service via telephone and email to internal and external customers for the BLS call center. Evaluate, research, analyze and resolve complex customer service inquires.
- Resolved complex member questions, problems and complaints concerning credit union accounts. Resolved and diffused volatile situations.
- Communicate with people in difficult situations, defusing anger, calming people, discussing unpleasant options, or dealing with threatening situations.
- Researched member inquires to ensure proper follow-up and member satisfaction.
- Maintain working knowledge of eligibility for all public assistance programs.
- Made deposits, cashed checks and issued cashier's checks.
Financial Service Specialist 3
Twinstar Credit Union
- Conduct intensive interviews in a call center environment to determine eligibility for financial, child care, medical and/or food assistant benefits.
- Explain program requirements, application procedures, and verification needs.
- Obtain and review necessary data, documentation and verification for Federal and State assistance as it relates to the individual's specific circumstances.
- Process applications received from Washington Connections online applications, Document Management Systems (DMS), and phone.
- Issue supplemental financial and basic food benefits when appropriate to correct under issuances.
- Conducted loan interviews. Processed, approved and closed bank loans. Handled loans of moderate complexity, value and risk. Gathered background information on loan applicants by interviewing loan applicants and obtaining credit bureau reports. Verified debts and estimated monthly payments.
- Determine eligibility/re-eligibility for public assistance by collecting in-depth information in and from CSD information systems.
- Calculated debt-to-income ratios on loan applicants and calculated how much of a loan applicant's debt is secured or unsecured. Determined collateral needs and payment plans for members applying for loans. Prequalified and offered lending products. Completed loan documents and dispersed loans and monies when approved.
- Assisted members with Shared Branching deposits and withdrawals for sister credit unions.
Customer Service Specialist 1
Twinstar Credit Union
- Performed general office support including phone contact, filing and scheduling. Maintained filing system to document teller errors.
- Wrote and prepared reports for credit union Board of Directors using Microsoft Office programs. Created spreadsheets and pie charts. Used and performed training for credit union software including Symitar and Opening Act.
- Use and perform in Aces Barcode, Mainframe, ATLAS, TANDUM, SEMS, EJAS, 3G, ATLAS and FORS.
- Opened and performed periodic account maintenance on Share, Share draft, Maximizer, Certificates and IRA accounts.
- Kept up-to-date on all credit union products and services, policies and procedures, rules and regulations.
- Adhered to nondiscriminatory employment practices.
- Analyzed monthly sales and teller reports.
Supervisor/Loan Officer/Teller Manager
OBee Credit Union
- Guided and managed branch office in providing quality service to members in account transactions, loan applications and new accounts. Solved problems within established policies and guidelines. Provided direct supervision of three tellers and oversight of cleaning staff.
- Performed the administrative and human resource management functions relative to the staff supervised. Established guidelines and performed expectations for the staff, which are clearly communicated through a formal employee performance management system.
- Observed worker's performance; demonstrated and conducted work performance critiques. Resolved informal complaints and grievances.
- Performed Disaster Recovery Training for tellers in potential situations including robbery, gas and pipe leaks, power outages, computer and other system failures.
- Provided weekly staff training in standard regulations, product knowledge, policy and procedure updates and compliance, safety issues and more.
- Hired and trained new loan officers and tellers.
- Worked effectively in fast-paced environments.
Education
High School Diploma -
Tumwater High School
Financial Customer Service Training Course -
State of Washington
Business Administration Certificate -
Business Computer Training Institute
Financial Customer Service Certificate -
New Market Vocational Skills Center
Skills
- Financial auditing
- Risk assessment
- Regulatory compliance
- Audit reporting
- Customer service
- Loan processing
- Team supervision
- Customer and client relations
- Payment processing
- Professional demeanor
- Problem-solving
- Customer complaint resolution
Timeline
Auditor 3
Employment Security Department
12.2014 - Current
Customer Service Specialist 1
Twinstar Credit Union
Lead Tax Information Specialist
Washington State Department of Revenue
Financial Service Specialist 3
Twinstar Credit Union
Supervisor/Loan Officer/Teller Manager
OBee Credit Union
High School Diploma -
Tumwater High School
Financial Customer Service Training Course -
State of Washington
Business Administration Certificate -
Business Computer Training Institute
Financial Customer Service Certificate -
New Market Vocational Skills Center