Vanessa Cooper

• Using automated training systems to input, update, and retrieve data; gather data and generate reports; and research and locate information
• Gathering, maintaining, and analyzing automated or manual data on training courses, materials, or programs and make recommendations for changes or other appropriate actions to achieve improvements in employee performance through training
• Taking appropriate action to correct deficiencies and identify and elevate systemic problems with automated systems such as Resource Scheduler, Integrated Talent Management (ITM-LM), Knowledge Incident/Problem Service Asset Management (KISAM), etc
• Performing error resolution to resolve systemic and individual training issues reported via Employee Resource Center (ERC) Tickets by researching and updating ITM-LM as necessary with appropriate documentation
• Providing advice and information on education and training matters to managers, employees, instructors, and contractors
• Providing assistance and administrative support to specialist, employees, and contractors involved in human resource development and/or delivery activities
• Participating in the development of materials and/or plans and agreements for courses or other Service-wide employee human resource development and/ or delivery projects
• Analyzing workflow issues and periodic coverage of late shifts
• As needed, I often must be able to move between office space, storage space, and training rooms to provide support to customers, and able to lift boxes, materials, supplies, and move equipment/furniture
• Performing other duties as assigned.

• Evaluated all available information and take corrective actions, such as credit transfer requests, re-computed tax, and/or penalty and interest.
• Accessed relevant systems to view and/or update taxpayers' accounts regarding payments received, review the status of the case, and/or make account adjustments.
• Entered data into an automated system to adjust tax, penalty, and/or credit adjustments.
• Recognized indications of tax fraud; make determinations and use sound judgment concerning taxpayers' data and responses.
• Gained the cooperation of taxpayers by explaining the best options available to resolve the problem or question, mutual interests, and to make sure they understand their responsibilities.
• Interpreted the law as it relates to the issues and if affects the performance and efficiency of the Internal Revenue Service.
• Educated taxpayers on action(s) needed to achieve compliance with tax filing/liabilities.

Provided routine information to managers and employees on various human resources issues

• Educated and advised customers on Regions Consumer and Business products and services, including all loan and deposit types

• Educated customers on emerging technology and digital solutions such as mobile, online, and ATM offerings, all designed to make banking easier

• Screened applicants against minimum experience and educational requirements

• Ensured compliance with applicable laws and regulations relating to contact center operations.
• Adhered to established policies and procedures while providing exceptional customer service.
• Attended training sessions aimed at enhancing knowledge of relevant software applications and systems used in the contact center environment.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

• Prepare job vacancy announcements- volunteer
• Schedules and conducts orientation sessions for new employees
• Research the personnel databases to resolve common errors or customer inquiries
• Accurately processed personnel and payroll transactions, provided benefits, work-life, and wellness programs
• Conduct and document initial investigations
• Processed and recorded new policies and claims
• Posted payments to accounts and maintained records
• Reviewed insurance and claims documents to verify required information and secure any missing data for settlements
• Generated, posted, and attached information to claim files.