Wanda McDowell
Wilson,NC
Summary
Experienced Office Management and Customer Service experienced in optimizing productivity, efficiency and quality service across various environments. Strong leader and problem-solver. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
27
27
years of professional experience
Work History
Revenue Office Manager II
North Carolina Department of Revenue
01.2018 - Current
- Providing technical, management, and organizational expertise in directing the daily operations of the Taxpayer Assistance and Collection Division (TPAC) unit and staff
- Serving the senior working manager and technical resource for the TPAC unit
- Carrying out the policies of the Division and the Department as they relate to the work and TPAC personnel assigned to this unit
- Ensuring the overall performance in the unit along with the staff's training and continuing development
- Ensuring the thoroughness of assistance and education provided to customers promoting compliance with State tax laws and self-help options
- Monitoring the workload of each employee
- Keeping the work of the unit on a current basis ensuring that payments and data received by the unit are processed timely according to established procedures and priorities
- Maintaining a high degree of quality in the work performed and accuracy in responses provided to customers
- Maintaining a good working relationship with the employees of other divisions, the Department and the taxpaying public
- Ensuring the unit meets the goals related to processing payments, creating payment vouchers, and processing and completing data entry
- Completing other duties or special projects as assigned by management, division, or agency leadership such as participating in panel interviews or developing/testing new processes, procedures, or systems
- Participating on TPAC division teams, assignments, and projects and/or Department strategic teams as assigned by division or department leadership
Revenue Officer I
North Carolina Department of Revenue
12.2003 - 01.2018
- Research and resolve tax law questions from taxpayers via phone calls, written correspondence, and in person
- Assist taxpayers and their representatives to determine tax liabilities and educate the public on state tax matters and promote compliance with State revenue laws
- Adjust accounts based on research or documents provide by taxpayers
- Communicate via telephone (inbound and outbound calls and phone queue) with taxpayers to assist and resolve routine matters and special projects related to tax liabilities, issues, or questions
- Utilize legal remedies to collect liabilities or secure returns
- Utilize professional judgment to decide when to initiate civil action and what civil actions to employ in order to bring a case to a successful resolution
- Work independently to examine, research, verify, and evaluate financial statements, returns, and other data
- Determine acceptable repayment terms through a variety of methods including installment payment agreements
Customer Service Representative
City of Rocky Mount Public Utilities
01.2003 - 12.2003
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided primary customer support to internal and external customers.
Customer Service Representative/Team Leader Manager
Aegis Communications Group
07.2001 - 11.2003
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Certified Nursing Assistant
Nash Health Care Systems
02.1999 - 07.2001
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
Certified Nursing Assistant
Rex Healthcare
08.1997 - 02.1999
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
Education
AAS Business Administration -
Edgecombe Community College
06.2010
Skills
- Office Management
- Organizational Skills
- Customer Service
- Excellent multi-tasking ability
- Customer Relations
- Clear oral/written communication
- Scheduling and calendar management
- Staff hiring
- Training and coaching
- Policy Implementation
- Microsoft Word, Excel, and Outlook
- Notary Public
Timeline
Revenue Office Manager II
North Carolina Department of Revenue
01.2018 - Current
Revenue Officer I
North Carolina Department of Revenue
12.2003 - 01.2018
Customer Service Representative
City of Rocky Mount Public Utilities
01.2003 - 12.2003
Customer Service Representative/Team Leader Manager
Aegis Communications Group
07.2001 - 11.2003
Certified Nursing Assistant
Nash Health Care Systems
02.1999 - 07.2001
Certified Nursing Assistant
Rex Healthcare
08.1997 - 02.1999
AAS Business Administration -
Edgecombe Community College
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