Full time Environmental Policy and Management Graduate Student

•Promoted 4 times in three years leading to a supervisory role overseeing 12 agents•Completed thousands of health insurance applications and renewals over the phone•Learned valuable leadership qualities conducting individual and team meetings•Led the call center in quality control metrics and training new Account Review agents•In charge of efficiently routing the incoming calls to available agents and closing queues•Selected by management for special projects including document escalations, incident callbacks, and special cases involving social media threats escalated though New York State Government•Worked closely with upper management on policy updates and improving business operations •Gained tremendous experience dealing with complex situations and irate individuals•Awarded the companies prestigious Mission and Values Award for outstanding leadership

•Specialized in the lawn and garden center as well as the lumber area•Provided general customer service throughout the store including register and loading docks•Selected to join department managers on deliveries and other special projects

•Scheduled appointments, maintained records, greeted customers•Assisted with pre-exam data collection for doctors

•Scheduled appointments, maintained records, greeted customers•Assisted tax professionals with data collection prior to appointment

•Fielded over 125 calls/day assisting in completion of both personal and business tax returns•Provided detailed information on tax refunds and assessments•Explained and set up installment payment agreements to collect taxpayer debts•Initiated collection action including tax judgments, tax levies on bank accounts as well as income garnishments to collect delinquent taxes