Tanzy Brown
Washington,DC
Summary
Knowledgeable Program Analyst bring expertise in supporting and enhancing implementation planning. Background includes providing ongoing analysis, conducting feasibility studies and performing risk assessments.
Overview
23
23
years of professional experience
Work History
Program Specialist
Department of Buildings
Washington, DC
03.2023 - Current
- Conducted research on relevant topics related to the program's mission.
- Analyzed data from thee agency's performance dashboard, customer relationship tool and DOB database to inform program activities.
- Facilitated meetings with city council, administrators and chief inspection official to discuss program objectives and strategies.
- Compiled reports summarizing progress towards goals and objectives of the initiative.
- Collaborated with other departments within organization on cross-functional projects.
- Developed procedures and guidelines for monitoring performance indicators associated with the project.
- Identified opportunities for improvements in existing processes or policies related to program operations.
- Organized training materials and assessments for new hires as part of programming efforts.
- Partnered with program management on recommendations, process improvements and corrective action plans.
- Gathered statistical data and wrote reports on program outcomes.
- Scheduled and developed program activities in accordance with program needs.
- Collaborated with community leaders, organizations and public agencies to promote programs within community.
- Conducted research and planning necessary to assist with program evaluation, assessment, and annual reports.
- Facilitated meetings for insanitary buildings for a board to vote if should be condemned.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Developed and implemented program plans to ensure achievement of goals.
Program Analyst
Department Of Consumer And Regulatory Affairs
Washington, DC
01.2022 - 09.2022
- Review and analyze and operation activities of Property maintenance (Housing) program areas.
- Handle complaints and problems of a complex nature.
- Save the weekly defective case report on the internal server.
- Resolve difficult factual questions concerning DCRA that require the application of non-specific or vague precedent, methodologies or techniques impacting on the laws and regulations.
- Utilize Accela to create team deadlines and track steps taken toward project resolution.
- Researched and lead investigations into various areas to drive improvements and devise new processes.
- Perform in-depth analysis to help solve diverse problems with program implementation and operations.
- Offer input on key decisions and strategic plans, evaluating ongoing program data.
- Perform quality assurance to assess data and validate results.
- Deliver daily reports to chart productivity and note inefficiencies
- Gather statistical data and write reports on program outcomes.
- Liaise with higher management to answer questions and better promote program enforcement mission.
- Schedule and develop program activities in accordance with program needs.
Real Property Tax Program Specialist
Office of Tax and Revenue
Washington, DC
02.2020 - 09.2021
- Gathered forms submitted and assisted customers by answering questions.
- Explained legal regulations, revenue and taxation codes, policies and procedures to individuals.
- Completed necessary forms and produced associated reports.
- Supported department staff with various property assessment functions.
- Researched legal and appraisal topics by reviewing statutes, court decision and appraisal theory.
- Summarized research findings and facts to present to internal teammates and interested parties.
- Maintained general ledger and chart of accounts, performed complex accounting functions such as journal entry preparation, account analysis, balance sheet reconciliation and preparation of quarterly financial statements.
- Reviewed and analyzed general ledger accounts related to income tax payable, deferred tax assets, deferred tax liability, income tax expense and reserve for uncertain tax positions.
- Maintained up-to-date knowledge of local market information.
- Used strong research skills to improve understanding of local areas and properties.
- Notified taxpayers of annexations and related tax liabilities and maintained current records.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Identified and solved complex problems related to employee training, management and business direction.
- Delivered in-depth, valuable training sessions to employees both in-person and via teleconferencing systems.
- Produced training materials to engage and educate individuals.
Customer Service Tax Specialist
Office of Tax and Revenue
Washington, DC
03.2017 - 02.2020
- Documented conversations with taxpayers to track requests, problems and solutions.
- Upheld strict quality control policies and procedures during customer interactions.
- Confirmed delivery of refunds and troubleshot missed delivery dates, shortages and overages.
- Helped taxpayers open accounts, make payments, update information and carry out range of routine actions.
- Reduced process gaps while training new hires on software, operational best practices and store protocols.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
- De-escalated problematic taxpyer concerns, maintaining calm, friendly demeanor.
- Assessed taxpayer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed taxpayers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld privacy and security requirements established by stae and federal regulatory agencies.
- Worked with DC taxpayers to develop customer service improvement initiatives.
- Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Upheld privacy and security requirements established by DC's regulatory agencies.
- Worked with Quality Assurance to develop customer service improvement initiatives.
- Interviewed customers regarding system issues and reported feedback to management team.
- Identified areas of concern uncovered during training sessions and suggested methods to reduce risk.
- Reduced process gaps by training new hires on best practices and protocols.
- Completed frequent assessments of training materials, structure and success rates to enhance program.
- Educated, coached and mentored 10 new hires in multiple positions.
Customer Service Consultant
Verizon Telecommunications
Silver Spring, MD
02.2015 - 03.2017
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Delivered service and support to each customer, paving way for future business opportunities.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Applied consultative approach to collect information on customer service, account and technical concerns.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Recommended improvements to products and services to mitigate complaints.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Reduced process gaps by training new hires on best practices and protocols.
- Cross-trained employees to do other jobs within business, increasing job skills and productivity.
- Trained employees on new software with minimum level of frustration and training friction.
- Equipped sales associates with knowledge and motivation to make sales by establishing recognition-rich culture.
Payroll Clerk
Verizon Telecommunications
Silver Spring, MD
08.2011 - 02.2015
- Efficiently handled any payroll discrepancies with employees.
- Organized and maintained payroll information by entering data, deleting errors, calculating and collecting information.
- Gathered timesheets to prepare weekly payroll data for processing by payroll coordinator.
- Processed rehires, transfers, terminations, garnishments and withholdings.
- Established employee payroll files and updated existing files with new information.
- Calculated accurate wages, including overtime, salary increases and bonuses.
- Protected payroll operations and maintained employee confidence by keeping information private.
- Identified, researched and resolved issues with hours worked.
- Received, filed and processed paperwork and documents for on-boarding employees.
- Administered payroll for large staff weekly using ADP software.
- Enforced established payroll-related policies, procedures and regulations and adherence to company and governmental policies.
- Reviewed, investigated and corrected errors and inconsistencies in financial entries, documents and reports.
- Verified available hours against listed amounts when calculating leave time.
- Analyzed accounts to discover discrepancies and resolve all issues promptly.
- Increased employee satisfaction by significantly by accurately handling payroll help desk and answering questions regarding correct and accurate payroll time entry.
- Assisted in implementing quality program which decreased payroll errors and improved timeliness.
Workforce Real Time Clerk
Verizon Telecommunications
Silver Spring, MD
07.2008 - 08.2011
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Created and updated different documents, reports and spreadsheets with software such as Excel.
- Supported executive decision-making by reporting on metrics and recommending actionable improvements.
- Managed 200 employees across via monitoring software to ensure was adhering to schedules to ensure optimal productivity.
- Handled all schedule-related requests, including shift swaps and overtime.
- Collaborated with senior and department leaders to develop and implement workforce plans.
- Created and updated different documents, reports and spreadsheets with software.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Troubleshot malfunctions with systems and programs to pinpoint root cause of issues and restore.
- Developed solutions by preparing and evaluating alternative workflow options.
- Defined application problems by consulting with clients to evaluate procedures and processes.
Customer Service Consultant
Verizon Telecommunications
Washington, DC
11.2000 - 07.2008
- Placed orders and answered customer questions over phone to maximize customer service.
- Monitored customer order process and addressed customer issues.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Improved overall customer purchasing experiences to promote steady revenue.
- Followed-up with clients after installations to assess quality service and customer satisfaction.
- Demonstrated product features to align with customer needs.
- Leveraged trends in customer marketplaces to shape value-added solutions and approaches.
Education
Bachelor of Arts - Political Science
University of The District of Columbia
Washington, DC05.1998
Skills
- Research abilities
- Analytical
- Project review
- People skills
- Best practices and standards
- Problem resolution
- Critical thinking
Timeline
Program Specialist
Department of Buildings
03.2023 - Current
Program Analyst
Department Of Consumer And Regulatory Affairs
01.2022 - 09.2022
Real Property Tax Program Specialist
Office of Tax and Revenue
02.2020 - 09.2021
Customer Service Tax Specialist
Office of Tax and Revenue
03.2017 - 02.2020
Customer Service Consultant
Verizon Telecommunications
02.2015 - 03.2017
Payroll Clerk
Verizon Telecommunications
08.2011 - 02.2015
Workforce Real Time Clerk
Verizon Telecommunications
07.2008 - 08.2011
Customer Service Consultant
Verizon Telecommunications
11.2000 - 07.2008
Bachelor of Arts - Political Science
University of The District of Columbia
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