Tammy Washington
Arnold,MD
Summary
Accomplished Revenue Administrator and Customer Service Supervisor with a proven track record at the Comptroller of Maryland, enhancing revenue processes and elevating customer service standards. Expert in tax compliance and adept at conflict resolution, I significantly improved service delivery through innovative solutions and effective team leadership, contributing to a notable increase in customer satisfaction.
Overview
30
30
years of professional experience
Work History
Revenue Administrator
Comptroller of Maryland
Baltimore, MD
04.2008 - Current
- Assisted with the implementation of new policies related to revenue administration processes.
- Set up and monitored payment plans and processed payments.
- Provided support to customers regarding billing inquiries and payment issues.
- Generated regular reports on outstanding accounts receivables for management review.
- Answered questions from taxpayers and assisted individuals with completing tax forms.
- Reviewed contracts, agreements, and other legal documents related to revenue collection activities.
- Examined accounting systems and records to determine appropriateness of methods and controls.
- Reviewed historical data to check compliance with internal and regulatory standards.
- Performed accounts receivable reconciliation on a monthly basis.
- Audited calls to evaluate quality, accuracy, and service levels of interactions.
- Ensured compliance with company policies, procedures, laws and regulations relevant to revenue administration tasks.
- Communicated with clients to address and resolve billing or payment disputes.
- Conferred with taxpayers and representatives to discuss issues, laws, and regulations related to returns and address problems.
- Discussed and explained various tax forms with taxpayers.
- Collected taxes, monitored payment plans and imposed deadlines on delinquent taxpayers.
- Managed customer collections process including issuing reminders and past due notices when required.
- Facilitated communication between external customers and internal departments regarding any disputes or inconsistencies in billing information.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Worked effectively in team environments to make the workplace more productive.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Customer Service Supervisor
Maryland Motor Vehicle Administration
Beltsville, MD
10.1994 - 04.2008
- Evaluated employee job performance and motivated staff to improve productivity.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Managed team of customer service representatives to ensure high-quality support.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Assisted in developing training materials for new hires as well as existing employees.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Recruited, interviewed and selected employees to fill vacant roles.
- Answered phone calls and responded to questions and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Created training manuals to resolve simple and complex customer issues.
- Researched and prepared reports required by management or governmental agencies.
- Interpreted and explained work procedures and policies to brief staff.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Guided employees in handling difficult or complex problems.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Delegated work to staff, setting priorities and goals.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Trained new customer service representatives on company policies and procedures.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Resolved customer complaints or answered customers' questions.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked with cross-functional teams to achieve goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Education
Business Administration and Management
Anne Arundel Community College
Arnold, MDSkills
- Effective communication
- Problem solving
- Conflict resolution
- Time management
- Invoice processing
- Tax compliance
- Debt collection
- Discrepancy investigations
- Billing
- Transaction monitoring
- Excellent communication
- Payment plan processing
- Customer relationship management
- Tax documentation
Timeline
Revenue Administrator
Comptroller of Maryland
04.2008 - Current
Customer Service Supervisor
Maryland Motor Vehicle Administration
10.1994 - 04.2008
Business Administration and Management
Anne Arundel Community College
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