Scott Greb
Selkirk,NY
Summary
Accomplished leader with a proven track record at NYS Dept. Of Tax & Finance, enhancing team productivity and customer satisfaction through expert training and mentoring. Skilled in staff management and employee motivation, I spearheaded initiatives that significantly improved operational efficiency. My approach combines goal-oriented strategies with strong problem-solving abilities to achieve notable results.
Overview
16
16
years of professional experience
Work History
Provisional Supervisor
NYS Dept. Of Tax & Finance
11.2022 - Current
- Oversaw daily operations of Sales Tax Phone Representatives, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
Business Contact Center Trainer
NYS Dept. Of Tax & Finance
01.2019 - 11.2022
- Developed strong relationships with Departmental Managers at various levels throughout the organization to facilitate new training initiatives.
- Enhanced Agent performance by developing comprehensive training programs tailored to Departmental needs.
- Maintained subject matter expertise through ongoing professional development opportunities, ensuring the latest trends and best practices were incorporated into training content.
- Designed custom e-learning modules for remote employees, streamlining the training process as well as conducting traditional in-person/classroom trainings as required or needed.
Sales Tax Phone Representative
NYS Dept. Of Tax & Finance
12.2008 - 01.2019
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Achieved higher first-call resolution rates by listening attentively to customer concerns and addressing them promptly.
- Worked closely with supervisors during performance evaluations; implemented constructive feedback leading to personal growth.
- Participated in training programs, applying new knowledge to enhance skills and job performance.
Education
High School Diploma -
Colonie Central High School
Colonie, NY06.1981
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
Timeline
Provisional Supervisor
NYS Dept. Of Tax & Finance
11.2022 - Current
Business Contact Center Trainer
NYS Dept. Of Tax & Finance
01.2019 - 11.2022
Sales Tax Phone Representative
NYS Dept. Of Tax & Finance
12.2008 - 01.2019
High School Diploma -
Colonie Central High School
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