ROSE SANCHEZ

• Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
• Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
• Handles complaints and requests for information or assistance regarding program operations; applies and interprets rules, policies, and regulations; gathers background information; and prepares appropriate responses.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Serves as member of internal special committees; provides accurate and timely advice on matters necessary to implement directives and instructions.▪ Monitors progress toward program goals and objectives; identifies and investigates operational problems and recommends corrective actions.
• Conducts special studies or research projects; develops study plans, coordinates research, and makes recommendations on implementation.
• Maintains inventory/depreciation records and monitors organizational/program purchases for compliance with budget; gathers supporting data and prepares budget projections.
• Serves as contact person for purchasing, project coordination, personnel, and information management system issues.
• Develops organizational/program policies, processes and procedures; monitors and solves problems related to implementation.
• Word processing, managing files and records, designing forms, and other office procedures and terminology.
• Developed internal project management systems and communications to facilitate successful operations.
• Review customer accounts using the FACs Workstation, CACs-G, IMPACT, IRIS and GovConnectIowa systems to answer tax payer and court debtor questions
• Utilized talents in project management, organization and time management to successfully juggle simultaneous tasks and clients.

Project Management:

• Track and manage major and minor wastewater project submittals and approvals.
• Enter project data into the WWISARD database.
• Investigate, evaluate, and resolve project submittal disputes.
• Develop processes, procedures, forms, and standard templates for Wastewater Construction Permitting and Clean Water State Revolving Fund (CWSRF) programs.

Policy Development:

• Draft section policies and procedures for administrative functions.
• Monitor program compliance with rules, goals, and objectives established by the supervisor and the Department's Strategic Plan.

Database and IT Infrastructure:

• Serve as the program contact person for program tracking database and information technology infrastructure.
• Resolve database and IT-related issues.

Records Management:

• Coordinate the CWSRF and Wastewater records management program.
• Assist in drafting policies and procedures for the electronic records management system.

Customer Service:

• Coordinate and respond to priority and controversial information requests.
• Investigate complaints, evaluate work processes, and recommend corrective action.

Research and Reporting:

• Conduct program/section research through surveys and feedback from stakeholders.
• Prepare electronic reports with findings, conclusions, and recommendations.
• Conduct mandated surveys and special surveys as requested by management.

Water Supply Engineering Assistance:

• Track and manage incoming and outgoing water supply projects.
• Enter project data into Water Supply Engineering WWISARD database.

Procurement and Budgeting:

• Manage procurement and contracting of professional and technical assistance contract services.
• Prepare section budget requests and monitor expenditures for deviations.

Administration:

• Coordinate with funding and auditing agencies for information requests, project updates, inspections, and audits.
• Train staff on electronic records management, database operation and other internal business processes.

• Kept case data and contact information up to date to expedite proceedings.
• Professionally negotiated and dealt with taxpayers in confrontational situations.
• Proven ability to learn quickly and adapt to new situations.
• Worked effectively in fast-paced environments.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Prepare and deliver performance reviews of collections agents to support continuous improvement.
• Schedule employees to provide full coverage of incoming and outgoing calls.
• Train collections agents and review work to reach compliance with agency
• Trained new team members by relaying information on company procedures and safety requirements.
• Collected, arranged, and input information into database system.
• Professionally negotiated and dealt with taxpayers in confrontational situations.
• Created repayment plans based on account holders' financial status and repayment abilities.
• Gained extensive knowledge in data entry, analysis and reporting
• Worked different stations to provide optimal coverage and meet production goals.
• Processed debtor payments and updated accounts to reflect new balance.
• Listened to customers and negotiated solutions that met debtor needs.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Maintained high volume of calls and met demands of busy and productive group.
• Delivered exceptional customer service on collection calls and maintained calm/ professional demeanor.
• Processed individual and business tax payments, set up payment plans and worked with delinquent taxpayers to resolve issues.
• Professionally negotiated and dealt with taxpayers in confrontational situations.
• Delegated daily tasks to team members to optimize group productivity.
• Fostered positive employee relationships through communication, training and development coaching.
• Implemented performance, quality and efficiency measures to achieve aggressive production goals
• Documented production levels and materials used to keep management informed.
• Collaborated with the management team to implement new work procedures or policies.

• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Maintained high volume of calls and met demands of busy and productive group.
• Negotiated with account holders to devise repayment plans and minimize collections receivables.
• Persistently reached out to customers with extremely past due accounts to recover lost revenue: Review customer accounts using the FACs Workstation, CACs-G, IMPACT, IRIS and GovConnectIowa systems to answer tax payer and court debtor questions
• Researched accounts and completed due diligence to resolve collection problems.
• Responded to customer inquiries and provided detailed account information.
• Established relationships with customers to encourage payment of delinquent accounts.
• Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.

• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
• Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
• Managed revenue models, process flows, operations support, and customer engagement strategies.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Prepared sales presentations for clients showing success and credibility of products.

• Responded to customer requests for products, services, and company information.
• Increased efficiency and team productivity by promoting operational best practices.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promptly responded to inquiries and requests from prospective customers.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Answered phone with friendly greeting to create positive inbound calling experience for customers.