Shelli Hankins

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Kept reception area clean and neat to give visitors positive first impression.
• Answered phone promptly and directed incoming calls to correct offices.
• Responded to inquiries from callers seeking information.
• Corresponded with clients through email, telephone, or postal mail.
• Managed multiple tasks and met time-sensitive deadlines.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
• Resolved customer issues quickly and notified supervisor immediately when problems escalated.
• Answered multi-line phone system and transferred callers to appropriate department or staff member.

Initiated telephone calls and writes employers, their representatives, other agencies and knowledgeable individuals to obtain tax reports and/or collect taxes due.

Responded to incoming calls and mail from employers, employer representatives, tax services, other agencies and the general public regarding rules, status changes, forms, rates and other notices.

Gathered, reviewed and audited employer payroll records to determine proper payroll tax reporting of employees and independent contractors.

Filed Tax liens and Bank Freezes against employers in collecting unpaid unemployment taxes for the State of Texas.

Testified at formal or informal hearings or before courts of jurisdiction in the unemployment tax matters.

• Assisted customers with online services and applications.
• Provided assistance on inquiries by determining information needed for resolution.
• Referred possible violations of tax law or cases requiring examination determinations to compliance supervisor.
• Responded to taxpayer questions and helped individuals complete and file tax documentation.
• Prepared tax returns for individuals and businesses.
• Professionally negotiated and dealt with taxpayers in confrontational situations.
• Kept case data and contact information up to date to expedite proceedings.
• Processed tax payments, set up payment plans and worked with delinquent taxpayers to resolve issues.
• Interpreted and applied federal and state tax codes for personal, business and corporate taxes.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Worked effectively in fast-paced environments.

• Completed forms, reports, logs and records to quickly handle all documentation for human resources.
• Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
• Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
• Assisted coworkers and staff members with special tasks on daily basis.

• Completed data entry tasks with accuracy and efficiency.
• Maintained files, records and chronologies of entry activities.
• Corrected data entry errors to prevent duplication or data degradation.