Tammy Johnson
Matteson,IL
Summary
- Motivated and outgoing customer service and business professional with a strong record for customer satisfaction. Skilled in building long-term relationships, assessing customer needs and managing competing priorities. Committed to the highest levels of customer service and operational efficiency. Expertise includes:
- Customer Service & Satisfaction
- Meeting deadlines & Quality Goals
- Special Projects & Assignments
- Account Problem Solving/Troubleshooting
- Strategizing/Assessing Customer Needs
- Handling Complaints & Escalated Concerns
- Increasing Account Value & Service Levels
- Building Customer Relationships
Overview
26
26
years of professional experience
Work History
Payroll Tax Specialist I
SurePayroll Inc
Glenview, IL
09.2019 - Current
- Researched, reconciled, and prepared amended tax returns and payments for federal, state, local jurisdictions.
- Analyzed discrepancies within client accounts by conducting internal audits and correcting errors, allowing automated tax services to function properly
- Performed weekly, monthly, quarterly and annual payroll tax support, partnering with parent company, Paychex, to ensure information was flowing from online SurePayroll database into all Paychex tax systems
- Payed and filed taxes timely and accurately in accordance with agency, region, and client requirements
- Selected as Tax Mentor due to in-depth knowledge of tax systems and state agencies
- Maintained individual performances to meet service level agreements, goals and objectives
- Assigned as the Household agent that handle all the nanny, housekeeper worker accounts
- Responsible for paying the necessary federal taxes due at the end of each quarter.
Customer Service Representative
SurePayroll Inc
Glenview, IL
09.2016 - 01.2019
- Partnered with clients needing assistance on their payroll account, helping with payroll processing, system issues, obtaining state identification numbers, and other payroll-related items
- Provided a one-call resolution customer service experience, ensuring clients received all answers and information before completing the phone call
- Researched and resolved client and system problems to ensure accurate payroll reports and tax returns were created
- Selected as internal Customer Service Mentor, assisting new Customer Service hires due to high performance in role
- Exceeded performance benchmarks, and adhered all company scheduled standards within the call center environment.
Customer Account Executive
Comcast
Woodridge, IL
02.2008 - 03.2016
- Drove sales of Comcast telecommunication services throughout the Chicagoan area via growth of subscribers and maximizing sales with value-added services
- Utilized computer system within a call center environment to present Comcast's line of local and long-distance telephone, cable and high-speed Internet services to new and existing residential subscribers
- Enhanced account value by upselling subscribers: Described current promotions, prepared applications and scheduled installations
- Worked closely with clients during account changes, e.g., disconnects, service plan changes, and installations, to ensure customer satisfaction, retention and referrals
- Provided education to customers on benefits and advantages of products; processed orders, accepted payments and managed collection calls
- Addressed service complaints and resolved problems to ensure overall customer satisfaction; investigated, analyzed and rectified billing discrepancies
- Investigated and resolved billing discrepancies and misapplied payments, applying fee reversals and adjustments to customer accounts as needed; managed escalated service issues
- Compiled and analyzed monthly productivity reports; trained new hires and applied peer coaching to motivate teammates toward performance goals and high service standards
- Attended sales meetings to boost product and service plan knowledge; developed and recommended improvements to sales presentations and account problem-solving.
Operations Clerk
CHASE BANK, N,A
Chicago, IL
01.1999 - 07.2007
- Performed check processing for all types of customer accounts as a member of the lockbox team
- Selected for all lockbox responsibilities and handled mail distribution throughout the bank
- Recognized by management for exceptional speed and accuracy of mail distribution
- Recipient of monthly recognition for zero check processing errors.
Education
Bachelor's degree in Business -
University of Phoenix
Mokena, IL09.2010
Skills
- Customer Service & Satisfaction
- Meeting deadlines & Quality Goals
- Special Projects & Assignments
- Account Problem Solving/Troubleshooting
- Strategizing/Assessing Customer Needs
- Handling Complaints & Escalated Concerns
- Increasing Account Value & Service Levels
- Building Customer Relationships
Timeline
Payroll Tax Specialist I
SurePayroll Inc
09.2019 - Current
Customer Service Representative
SurePayroll Inc
09.2016 - 01.2019
Customer Account Executive
Comcast
02.2008 - 03.2016
Operations Clerk
CHASE BANK, N,A
01.1999 - 07.2007
Bachelor's degree in Business -
University of Phoenix
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