Open To Work
VONETTA FULLER
Indianapolis,IN
Summary
Professional with strong background in customer service, adept at leading and supporting teams to achieve goals. Skilled in problem-solving, communication, and conflict resolution, with flexible approach to dynamic environments. Reliable and results-driven, fostering collaborative atmosphere to consistently meet and exceed expectations.
Overview
14
14
years of professional experience
Work History
LEAD CUSTOMER SERVICE REPRESENTATIVE (CSR)
Internal Revenue Service (IRS)
09.2015 - 10.2025
- Being in hybrid role as Lead Customer Service Representative I was responsible for lateral potions that involved accomplishing the following on a daily, weekly and monthly basis.
- Managing team workload and reviewing employee work being decisive on what should be approved, rejected or referred to another unit.
- Supporting the team answering questions to provide insight on methods for completing actions and to employees work productively to maintain excellent quality when resolving taxpayer issues.
- Providing constructive non-evaluative feedback to team employees and management on performance, progress, training and disciplinary issues.
- Monitoring and Updating time and attendance in accordance to each employee schedule.
- Acting as liaison between employees and management coordinating and advising on issues, procedural and manual updates to maintain meeting the goals of the organization as well as reinforcing solutions management want shared.
- Influenced team as mentor and coach by performing work of the same being honest and consistent with communication and encouraging their confidence.
- In the capacity of Facilitator and Coach also conducted presentations and instruction during new hire training and employee skill up certification
- Serve as Acting Manager in absence of manger .
Parking Revenue Administrative Coordinator
Indianapolis Airport Authority
07.2011 - 05.2025
- Responsible for daily cash and credit card reconciliation of 24 hour 7 day parking operations.
- Maintained customer account information for invoicing purposes of accounts receivable.
- Routinely posted daily to financial revenue ledgers. Preparing weekly bank deposits and safe audits.
- Provide auditing support to the Revenue & Audit Supervisor
- Complete ticket audit findings for all cashiers assigned to each shift.
- Enter employee parking into database system by account and assigning usage access.
- Assist employees /customers in person and via telephone with access issues regarding activating and inactivating cards.
- Maintain all Employee Parking Policy and Procedure Acknowledgment by accounts creating new files when required.
- Assist Supervisors, Managements or other IAA affiliates with information or reports needed on particular card access.
- Obtain payments from employees for violation fines, monthly parking, new non-base parking and replacements
- Assistance provided to Supervisors with a variety of task on a as need basis. Administrative Assistant to the Director of Parking Operations
- Provide administrative support in detailed oriented task preparing a variety of documents for special projects using Microsoft Word, and Microsoft Excel.
- Establish and maintain filing system on late, current and special projects.
- Provide necessary documents for analyzing and identifying various expenses allocated to various accounts for parking department.
- Acting on behalf of managers as Parking Operations Onboarding Representative performing searches for perspective candidates and setting up and presenting information at job fairs.
- Assist with getting open positions filled by providing prospective candidates for hire with position information, requirements.
- When required pre-screen candidates and refer them to our SR Human Resource Specialist or Parking Operations Manager for further screening and obtaining interview appointment.
- Greet and provide prospective candidates for hire with and applications when they arrive at PARCS for interview.
- Communicate options and solutions that will ease some of the issues involving scheduling, employee?s absences and open positions.
- Ensure that all Human Resource related materials and hand-delivered to it recipient exclusively.
Education
Bachelor's Degree - Business Administration
University Of Phoenix
Southfield, MISkills
- Complaint handling
- Team member training
- Work prioritization
- Call management
- Call center experience
- Customer complaint resolution
- Customer support
- Account management
- Willingness to lead
- Customer correspondence
- Customer account management
- Appointment setting
- Fast learner
- Customer service
- Problem-solving
- Attention to detail
- Multitasking and organization
- Positive and friendly
- Administrative support
- Team training and leadership
- Team task delegation
- Professional telephone demeanor
- Understanding customer needs
- Call center operations
- Problem resolution
- Customer data confidentiality
- Computer skills
- Data entry
- Employee coaching
- Needs assessment
- Billing adjustments and refunds
- Account updates
- Report preparation
- Office equipment proficiency
Certification
None Specified
Work Preference
Work Type
Part TimeFull TimeContract WorkGig WorkLocation Preference
On-SiteRemoteHybridTimeline
LEAD CUSTOMER SERVICE REPRESENTATIVE (CSR)
Internal Revenue Service (IRS)
09.2015 - 10.2025
Parking Revenue Administrative Coordinator
Indianapolis Airport Authority
07.2011 - 05.2025
Bachelor's Degree - Business Administration
University Of Phoenix