Manage an internal team responsible for executing client-facing tasks related to an assigned client's fleet of trucks. Manage external relationship with assigned clients, and serve as an escalation point for any client concerns. When appropriate, identify large scale solutions to address frequent client pain points. Scale solutions across the entire line of business if applicable. Work closely with internal processing teams to ensure all client requests are completed within agreed upon SLAs. Partner with our clients to ensure trucks are compliant with all state and federal DOT regulations. This includes plating, registering, and managing IRP registered trucks.

Manage a team responsible for the oversight of quality assurance, incoming client requests, and driver file maintenance for an assigned group of clients. Coordinate with the leadership in our India office to ensure document processing turn around time is within the client service level agreement. I also work with account managers on high risk accounts to ensure assorted additional checks are in place and tasks completed to ensure client satisfaction. Maintain and report assorted department metrics to internal stakeholders.

Responsible for managing the corporate sales and use tax return process for an assigned client base. This includes analyzing large data sets, preparing tax returns, filing tax returns, paying taxes timely, and making sure all deliverables are on time to avoid penalty and interest. Responsible for detailed client reporting of tax paid, as well as communicating issues to the client. Resolve tax notices issued by jurisdictions on client accounts. Reduce penalty and interest on client accounts while also mitigating audit risk. Resolved notices have resulted in clients avoiding risk of paying a range of $92 and $16,000 in penalty and interest.

Responsible for setting goals and objectives for coordinators and specialists on government relations team. Maintain high-level communication with internal and external contacts on Power of Attorney issues. Lead and assist assorted operations projects. Maintain and report department metrics.

Developed and managed metrics for tracking all WOTC Powers of Attorney, both expired and active. Developed internal relationships to ensure account representatives were able to act on expiring power of attorneys, reducing risk to company revenue. Role expanded to include high-level department metric reporting, daily work on electronic transfer of paperwork to states, and involvement in assorted operations projects.

Handle incoming phone and e-mail requests from job applicants taking assessment tests. Worked with clients on setting up and optimal use of software. Role grew to include reporting duties such as client usage reports.

Analyzed applicant screening reports for accuracy before being sent out to our clients.