SHERRI A. L. KING

• (40.0 hrs/week), Carry out a full range of responsibilities in resolving issues and obtaining information relative to the tax administration process.
• Provide a full range of administrative and technical assistance to taxpayers, both individual and business.
• Contacts are primarily by telephone; point of contact when taxpayers desire authoritative technical and procedural information.
• Assist taxpayer by phone, written or electronic mail correspondence.
• Handle diverse issues that cannot be answered or resolved routinely.
• The position often involves interpreting a wide range of tax processing regulatory requirements and procedures as administered by the Wage and Investment department within the Internal Revenue Service.
• Also perform clearance review of Accounts Management IRMs, (Program Technician II) 02/14-10/16 (40.0 hrs/week) Health Benefit Exchange (State of California) Call center environment.
• Position required difficult program specialist work.
• Under general supervision, (1) reviewed and/or processed detailed and technical forms, files, etc., associated with multiple departmental programs or program areas; (2) reviewed and/or processed forms, files, etc., associated with a departmental program which required especially detailed knowledge of the program so difficult calculations could be made and/or processing could be done in cases where guidelines were not clear; (3) A significant part of duties included providing sensitive and detailed program information and/or direction to the public, employees, other public jurisdictions, or clients; or (4) any combination of the above.
• Work was subject to occasional review.

Call center environment. Position required difficult program specialist work. Under general supervision, (1) reviewed and/or processed detailed and technical forms, files, etc., associated with multiple departmental programs or program areas; (2) reviewed and/or processed forms, files, etc., associated with a departmental program which required especially detailed knowledge of the program so difficult calculations could be made and/or processing could be done in cases where guidelines were not clear; (3) A significant part of duties included providing sensitive and detailed program information and/or direction to the public, employees, other public jurisdictions, or clients; or (4) any combination of the above. Work was subject to occasional review.

Required excellent attention to detail, strong data entry skills and the ability to work in front of a computer throughout the day. Duties included entering information from tax returns into the IRS computer system; processing taxpayer payments; coding and correcting coded tax documents when necessary.

• (20.0 hrs/week), Assisted Church Pastor and Church Treasurer in completing administrative activities by performing a variety of administrative and technical functions.
• Work included composing reports and correspondence; screening and independently handling a variety of inquiries by telephone and in person; setting up and attending meetings; coordinating major functions and/or activities; maintained a variety of records and files.
• Responsibilities included interpreting, applying, and explaining church policies and procedures.
• Work was characterized by its variety, complexity and confidential nature, requiring considerable organizational and analytical abilities.
• Exercise considerable independent judgment, discretion, and initiative in completing assignments and handling difficult public contact situations requiring considerable tact and knowledge of applicable church policies, procedures, and programs.
• Supervised three employees.
• Work was performed under minimal supervision.

• Duties included receiving calls regarding customer orders from a queue.
• Duties also included order processing, allocation, and delivery coordination in a timely and accurate manner; filed wine orders that were filled; faxed and made copies of orders; updated wine orders on Excel.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• (40.0 hrs/week), Answered phones; supported all internal and external HR related inquiries or requests; maintained digital and electronic records of employees.
• Served as point of contact with benefit vendors and administrators; assisted with the recruitment process by identifying candidates, performing reference checks and issuing employment contracts.
• Maintained calendar for HR team and management; made travel arrangements for HR team; mailed offer letters; oversaw the completion of compensation and benefit packets.
• Scheduled meetings, interviews, and maintained agendas; coordinated training sessions; assembled orientation packets and updated records of new staff.
• Assisted in processing payroll and took calls regarding payroll errors.
• Assisted with termination paperwork and exit interview paperwork.
• Revised policy and procedures, as well as job descriptions.

• (40.0 hrs/week), Call center environment.
• Duties included directly assisting customers via phone; placed and corrected customer and company orders and billing; coordinated with corporate departments to process orders; met order entry deadlines utilizing various databases.
• Performed team captain duties which included assisting co-workers with problems, spoke with customers who requested management assistance, escalated issues that required immediate resolution.
• Worked on special project teams which resolved problems with orders that needed specialized attention and research.
• Position required Customer Service Training and provided Customer Service Training Certificates.