Tiketha Fogman
Cincinnati,OH
Summary
Detail-oriented analyst skilled in process improvements, documentation, and reporting. Known for driving operational efficiency and ensuring compliance through effective data analysis and collaborative team efforts.
Dynamic professional with a proven track record in team leadership and cross-functional collaboration. Expertise in analytical thinking and problem-solving drives successful outcomes in complex data environments and process optimization initiatives.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
25
25
years of professional experience
Work History
Analyst
IRS
02.2022 - 09.2025
- Analyzed complex tax data to identify discrepancies and ensure compliance with regulations.
- Developed detailed reports to communicate findings and recommendations to management.
- Collaborated with cross-functional teams to enhance operational efficiency and streamline processes.
- Led training sessions for new analysts, fostering knowledge sharing and skill development.
- Implemented data validation techniques to improve accuracy of financial reporting systems.
- Researched policy changes impacting tax procedures, advising stakeholders on necessary adjustments.
- Coordinated audits by preparing documentation and facilitating communication with external entities.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
- Supported budgeting processes by providing accurate forecasts and timely variance analyses.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated customer needs and feedback to drive product and service improvements.
Customer Service Representative
IRS
10.2000 - 10.2023
- Resolved complex tax inquiries, ensuring compliance with IRS regulations.
- Provided exceptional service to taxpayers through effective communication and problem-solving skills.
- Trained new staff on customer service protocols and IRS systems for improved efficiency.
- Analyzed trends in customer feedback to enhance service delivery and identify areas for improvement.
- Collaborated with cross-functional teams to streamline processes and reduce response times for inquiries.
- Mentored junior representatives, fostering a supportive learning environment and enhancing team performance.
- Implemented best practices for managing high-volume calls while maintaining quality standards in service delivery.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Management
IRS
01.2011 - 09.2013
- Developed comprehensive reports on cash management activities, providing valuable insights for senior management decisionmaking.
- Consistently met production goals set forth by management through diligent work ethic and strong time-management skills.
- Supported store management with inventory management tasks, ensuring adequate stock levels at all times.
- Modeled catastrophic market scenarios to aid in business management planning, risk management and trend monitoring.
- Maintained and monitored work order management system.
- Assisted in generating insightful reports from the system that informed management decisions related to asset lifecycle management.
- Utilized advanced inventory management software tools to monitor stock levels accurately and generate detailed reports for review by upper management.
- Supported store management with daily tasks, including inventory management and merchandising, to ensure smooth operations.
- Facilitated group workshops on topics such as stress management, time management, and conflict resolution, fostering a healthy work environment.
- Facilitated regular management review meetings to evaluate overall ISO management system performance, identify areas for improvement, and establish appropriate action plans.
- Reported audit findings to management within defined timelines.
- Encouraged responsible decision-making among peers by sharing insights on time management strategies, study tips, and stress management techniques.
- Improved classroom management by implementing effective behavior management strategies and maintaining a respectful atmosphere.
- Advised management on best practices in risk management regarding safety measures when working with vulnerable populations such as children or seniors.
- Streamlined inventory management by implementing efficient tracking systems.
- Generated earned value management data capture spreadsheets and reports for management.
- Developed custom financial reports to support management decisionmaking.
- Ensured accurate reporting of performance metrics to management, allowing for informed decision-making related to portfolio management strategies.
- Scanned and separated documents in document management system.
- Worked with litigation management software systems.
- Uploaded evidence into case management system each day.
- Submitted documentation and reports to upper management.
- Continuously researched industry trends relating to best practices in cart management technology and shared findings with upper management.
- Assisted with progress reporting to management.
Lead Contact Representative
IRS
06.2006 - 07.2011
- Supervised team of contact representatives, ensuring compliance with IRS regulations and service standards.
- Streamlined communication processes to enhance customer service and operational efficiency.
- Developed training materials for new representatives, facilitating onboarding and knowledge retention.
- Implemented quality assurance measures to improve accuracy in taxpayer inquiries and responses.
- Analyzed call metrics to identify trends, recommending process adjustments for improved service delivery.
- Coordinated cross-departmental initiatives to address complex taxpayer issues effectively.
- Mentored junior staff, fostering professional growth and enhancing team performance metrics.
- Led continuous improvement projects that enhanced workflow efficiencies within contact center operations.
- Maintained detailed records of customer interactions, ensuring accurate documentation and tracking of all requests.
- Reduced response times by implementing efficient call handling strategies that expedited issue resolution.
- Collaborated with cross-functional teams to provide comprehensive solutions for complex customer concerns.
- Evaluated existing processes and systems, recommending improvements that increased efficiency within the department.
- Facilitated open lines of communication between management and staff members to foster a collaborative work environment conducive to success.
- Implemented new training procedures, resulting in higher quality service from team members.
- Served as a knowledgeable resource for both colleagues and customers, providing expert guidance on company policies and procedures.
- Managed high call volumes, prioritizing tasks to provide timely assistance to customers.
- Achieved high levels of customer satisfaction through consistent delivery of superior service and prompt resolution of issues.
- Provided constructive feedback to team members, promoting personal growth and professional development within the department.
- Assisted in the creation of performance metrics to ensure continuous improvement in customer service efforts.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
High School Diploma -
Woodward High School
Cincinnati OH06-1987
Skills
- Microsoft office
- Analytical thinking
- MS Excel
- Time management
- Team collaboration and leadership
- Attention to detail
- Documentation and reporting
- Project management
- Information gathering
- Critical thinking
- Data research and validation
- Decision-making
- Process improvements
- Report preparation
- Workflow Analysis
- Verbal and written communication
Languages
English
Full Professional
Timeline
Analyst
IRS
02.2022 - 09.2025
Management
IRS
01.2011 - 09.2013
Lead Contact Representative
IRS
06.2006 - 07.2011
Customer Service Representative
IRS
10.2000 - 10.2023
High School Diploma -
Woodward High School