Stephanie Jackson
Pierson
Summary
Results-driver professional with proven leadership, organizational and customer relations skills. Independently solved problems and kept teams on task to handle diverse business requirements. Productive and focused Administrative leader offering 10 plus years of superior performance in administrative and leadership roles. Committed to delivering high-quality executive support and coordinating all internal and external operations. Well-versed in managing team performance, coordinating schedules and implementing process improvements to increase efficiency.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Taxpayer Services & Customer Service Administrator
Office of Will Roberts Tax Collector
DeLand, FL
01.2021 - Current
- Managed customer inquiries and resolved issues efficiently, ensuring high satisfaction levels.
- Provided administrative support for tax collection processes, enhancing operational workflows.
- Streamlined data entry procedures, improving accuracy and reducing processing time.
- Trained new staff on office protocols and customer service best practices, fostering team development.
- Coordinated communication between departments to ensure timely information dissemination and collaboration.
- Implemented process improvements that increased efficiency in handling customer requests and documentation.
- Monitored compliance with tax regulations, maintaining up-to-date knowledge of relevant policies and procedures.
- Led initiatives to enhance service delivery, resulting in improved feedback from constituents and stakeholders.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Developed strong relationships with customers by actively listening, understanding their needs, and providing relevant solutions.
- Collaborated with cross-functional teams to identify opportunities for service improvements and implement necessary changes.
- Monitored customer feedback channels to identify trends or recurring issues that require attention from the management team.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Implemented effective conflict resolution strategies to de-escalate tense situations between customers and staff while maintaining professionalism.
- Assisted in developing promotional campaigns aimed at boosting overall customer engagement levels.
Administrative Coordinator II
County Of Volusia
DeLand, Florida
02.2015 - Current
- Prepared detailed documents and reports in adherence administrative processes.
- Monitored and directed incoming mail and prepared outgoing mail.
- Reduced intake processes time by developing application tracking and filing systems.
- Addressed questions and managed communications with citizens.
- Collaborated in timely processing of billing and accounts receivables.
- Conducted ongoing reviews of program financial systems to achieve collection goals.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Communicated county objectives across all divisions through regular correspondence and scheduled status updates.
- Performed billing, collection and reporting functions for office generating over $800,000 within the last 18 months.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
- Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Interpreted management directives to define and document administrative staff processes.
- Delivered expert clerical support by efficiently handling wide range of routine and special requirements.
- Prepared weekly and monthly reports to assist business leaders with key decision making and strategic operational planning.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using Taxsys and Excel.
- Managed Tourist Tax files and records for over 6,000 clients and adhered to safety procedures to prevent breaches and data misuse.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Translated management directives into actionable mandates for front-line staff.
Collections Representative
County Of Volusia
DeLand, Florida
05.2014 - 02.2015
- Used probing techniques to determine debtors' reasons for delinquency.
- Handled 15-20 outbound and inbound calls daily with goal of collecting owed debt.
- Negotiated to collect balance in full.
- Processed payments and contracts on accounts.
- Used skip tracing resources to locate debtors and updated information in company system.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Resolved challenging situations with friendly but firm strategies.
- Counseled debtors on payment options and arranged installment agreements.
- Recorded all information regarding financial status of customers.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Performed targeted collections on past due accounts aged over 30 days.
Revenue Specialist
County Of Volusia
DeLand, Florida
08.2002 - 05.2014
- Processed tax payments, set up payment plans and worked with delinquent taxpayers to resolve issues.
- Interpreted and applied state statutes for personal, business and tourist tax.
- Met with taxpayers to address and resolve concerns.
- Professionally dealt with taxpayers in confrontational situations.
- Verified completeness of provided details when processing payment plan and installment applications.
- Reviewed established accounting systems and historical information to identify strengths and weaknesses of existing methods and controls.
- Responded to taxpayer questions and helped individuals complete and file tax documentation.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Coordinated with management team in developing project plans for prioritized initiatives.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Adhered to established policies, procedures and compliance.
- Developed, updated and maintained database or tax software.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Worked with tax customers to understand requirements and provide exceptional customer service.
- Conducted training and change management processes to improve operations.
- Inspected inbound and outbound products for compliance with established industry standards, company policies and procedures.
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival.
- Developed standard operating procedures and document workflows for current and future process steps.
- Determined and recommended methods to address improvement opportunities.
- Investigated and resolved customer complaints to foster satisfaction.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Education
Certified Public Management - Public Management with Focus on Government Work
Florida State University
Tallahassee, FL08-2020
Skills
- Employee development: Excellent
- Project management experience: Excellent
- Staff scheduling procedures: Excellent
- Meeting coordination: Good
- Data collection: Excellent
- Data entry: Excellent
- Customer service excellence
- Customer focus
- Complaint handling
- Troubleshooting
- Issue resolution
- Proficient in Microsoft office programs
- Interdepartmental communication
- Problem-solving abilities
- Excellent communication
- Team leadership
Affiliations
- Toastmasters joined 2020
- Florida Tourist Development Tax Association Regional Director 2018 to 2020
Certification
- CFCA, Florida Department of Revenue - July 2018
Timeline
Taxpayer Services & Customer Service Administrator
Office of Will Roberts Tax Collector
01.2021 - Current
Administrative Coordinator II
County Of Volusia
02.2015 - Current
Collections Representative
County Of Volusia
05.2014 - 02.2015
Revenue Specialist
County Of Volusia
08.2002 - 05.2014
Certified Public Management - Public Management with Focus on Government Work
Florida State University