Field Collector III

Posted on: 2006-05-02

Andrea D. Gronek 17840 N Black Canyon Hwy #117 Phoenix, Arizona 85053 Home Phone: (602) 374-3991 Cell Phone: (623) 329-6851 Work Phone: (602) 716-6284 E-mail: [email protected] EXPERIENCE 12/2004 – Present AZ Department of Revenue Phoenix, AZ Field Collector III • Investigating and researching liabilities and missing tax returns for the four major tax types (sales, withholding, corporate, and individual) • 30% time in the field performing routine duties to assist in the collection of taxes due to the State of Arizona including but not limited to:  Customer Relationship Management  Service of levies, subpoena’s and notice’s of seizure  Collection of unpaid taxes and delinquent tax returns  Create detailed itineraries to keep management updated on account progression  Input information on Personal Daily Assistant (PDA) and reconcile information with in-office account data • Heavy duty skip-tracing • Facilitate quality problem solving skills • Display continued ability to multitask in a fast-paced environment, while maintaining an emphasis on quality 12/2002 – 12/2004 AZ Department of Revenue Phoenix, AZ Collector II • Answering phone calls in a fast-paced inbound/outbound call center in a timely manner • Assisted new employees with On-The-Job Training to help supervisors to improve productivity of employees • Enhanced teamwork by answering questions and helping others • Provided excellent customer service to taxpayer’s and fellow employees • Heavy-duty skip tracing • Generated state revenue by collecting unpaid taxes and delinquent tax returns through phone calls, letters, and enforcement procedures including, but not limited to:  Levy on wages  Levy on Property/Rights to Property  MVD Stop Liens (preventing registration renewal)  Referral to other departments for resolution • Affected account resolution in an effective and timely manner • Facilitated quality problem solving skills • Granted Customer Service Award for July & November 2003, and May 2004 • Granted Certificate of Achievement and “Whatever it Takes” Awards for 2003 & 2004 (for phone calls answered and accounts closed throughout the year) • Displayed continued ability to multitask in a fast-paced environment, while maintaining an emphasis on quality 12/2001 – 01/2002 Exxon – Mobil Mesa, AZ QSR Lead • Profit and loss management • Customer Relationship Management • Quality food service • Managing employee development • Monitored employee scheduling 07/2000 – 04/2001 Chase Cardmember Services Tempe, AZ Fraud ACD Representative • Answering phone calls in a fast-paced inbound call center in a timely manner • Facilitating exceptional problem solving skills for credit card fraud victims • Customer Relationship Management • Provided excellent customer service • Consecutive perfect grades on monthly phone monitors • Displaying continued ability to multitask in a fast-paced environment, while maintaining an emphasis on quality 02/2000 – 05/2000 Joseph F. Anselmo, CPA, PA Phoenix, AZ Administrative Assistant/Receptionist • Provided support to associates in office orientation, filing procedures and computer applications • Meeting Planning • Consistently presented a professional image, both on the phone and in person, contributing to the company's positive reputation • Document Creation • Assisted CPA’s with general ledger bookkeeping • Assisted CPA’s with accounts payable, account receivable • Inventory Control 01/2000 – 12/2001 Various Temporary Agencies Phoenix Metro Area, AZ Administrative Assistant/Receptionist • Provided support to associates in office orientation, filing procedures and computer applications • Managing a multi-line phone system • Document Creation • Provided excellent customer service 04/1998 – 07/1998 Arizona State Floor Covering Phoenix, AZ Administrative Assistant/Receptionist • Provided support to associates in office orientation, filing procedures and computer applications • Invoicing • Utilizing customer service skills for clients and employees • Customer Relationship Management EDUCATION 02/1998 Bostrom High School Phoenix, AZ High School Diploma N/A Glendale Community College Glendale, AZ Some College Coursework Completed 30 credit hours towards an Associate’s Degree in Radio Broadcasting N/A Rio Salado College Tempe, AZ Some College Coursework Completed 6 credit hours towards a Certificate in Quality Customer Service SKILLS • Typing – 50 WPM • 10-key – 7000 KSPH • Extensive use of computer programs, including, but not limited to: Microsoft Windows 3.1 – XP Microsoft Office 1997 – 2002 Microsoft Works (DOS & Windows-based versions) WordPerfect (DOS & Corel versions) • Superior Customer Service • Consistently patient with clients/customers and employees • Excellent work ethic • High Quality producer • Extremely hard-working REFERENCES Collene Hartley Arizona Department of Revenue Phone Number: (602) 542-5161 Joseph F. Anselmo Joseph F. Anselmo, CPA, PA Phone Number: (602) 852-0514 Bill Cassidy Cassidy & Associates Phone Number: (602) 230-2995 John Cameron Exxon – Mobil Phone Number: (480) 924-4881