Jerry Coble Email & Phone Number

Raleigh-Durham, North Carolina Area

Most recently, I played a key role on the Executive Board, providing innovative leadership for 75% of the agency’s major processes (Customer Service, Call Center, Collections, Documents and Processing, and more). This involved directing activities of 850 employees with full responsibility for $26B in deposits, 15M records, $16B in accounts receivable, and +1M customer interactions annually. Successes included increasing stagnant account receivable collections by 24% (from $500M to $620M) annually; drastically dropping call center wait times from 30 to 2 minutes; and achieving a 98% customer satisfaction score.

Raleigh-Durham, North Carolina Area

Simultaneously, I shouldered HR directorship functions periodically for 3 years in addition to my Assistant Secretary of Revenue responsibilities. I was held accountable for hiring, employee relations, benefits, recruiting, and salary administration for a staff of +1475 employees. Consequently, I took over and turned around difficult situations, improving HR customer service, a lengthy hiring process, and employee relations.

Raleigh-Durham, North Carolina Area

During this time, I provided executive oversight of customer service and call center activities. This included managing 250 employees, handling 1M inbound calls, 150K pieces of correspondence, and 50K requests for face-to-face assistance per year. I also led the development of training strategy for call center staff. Accomplishments included introducing performance metrics, including scorecards to monitor employees’ quality. Additionally, we raised pass-rates of job knowledge tests from 65% to +90%.

Raleigh-Durham, North Carolina Area

For 5 years, I spearheaded activities of +550 employees, depositing +$100M (average) in funds daily. Additionally, I was in charge of the precise and timely record keeping of $15M in tax returns and payments. I also managed a $10M operating budget and $20M technology budget.Highlights included slashing operating costs by transitioning division (26 functional units) from 99% paper-based to 60% electronic processes.

Raleigh-Durham, North Carolina Area

In this position, I oversaw 12 service centers, providing face-to-face customer interactions. Challenges included steadying the operations of a new organization and ensuring consistent application of tax laws by all employees.As a result, I built consensus and inspired confidence in this raw organization that initially lacked uniform polices/procedures.

Raleigh-Durham, North Carolina Area

In this role, I directed workflow of 250 Revenue Officers—delegating collection cases and delinquent cases based on priority. Accordingly, I fulfilled a critical function, supplying and sustaining workflow for 250 employees.

Raleigh-Durham, North Carolina Area

Earlier in my career, I served as the lead trainer for the rollout of the agency’s ITAS (Integrated Tax Administration System). This included leading the organization from a completely manual to an automated process, which is still in use today.

Burlington / Shelby / Rutherfordton, Nc

Bachelor Of Science, History

Bachelor Of Science (B.S.)