Keith Bradford Email and Phone Number

Assisting customers by handling different questions and concerns they have regarding their filed income tax returns. • Effectively utilizing a variety of systems such as IDRS (Integrated Data Retrieval System), CIS (Correspondence Imaging System), and AMS (Account Management Service Portal) to conduct thorough research to resolve tax payer questions.• Developed excel workbook for my Manager and Team Lead to record our team’s productivity and effectively enter than information into the department’s Consolidated Overtime worksheet.• Independently and effectively enters data into the Consolidated Overtime Worksheet as well as the CIS Reprocessing Database for my Team Lead and Manager in their absence.• Serves as back-up Team Lead and OJI who provides training and chair side coaching to Customer Service Representatives in the absence of Manager and/or Team Lead.• Provide accurate technical expertise to serve internal and external customers with professional and courteous service by accessing relevant systems to update and make adjustments to taxpayer’s accounts for paper case processing and provide timely account information when handling taxpayer questions over the phone.• Adjudicate and resolve tax payer concerns resolving receipt of tax refund payments and alleged claims of identity theft.• Responsibilities include telephone conversations counseling and advising taxpayers, along with working paper cases relating to tax payers tax returns and refunds. • Gains the trust and cooperation of taxpayers on phone conversations by exploring all viable options to resolve their problems and allow them to understand the responsibilities with their tax account.• Conducts research and analysis with tax payers to verify payment and check posting date, payment return, check number and social security number etc.• Handles analysis of tax payer responses to notices and letters of financial debts and obligations.

Assisting in the daily distribution and logistics of checks and government letters. • Ensured accurate delivery of social security, tax and other government issued payments to its customers by reconciling zip codes and instituting quality inspections on all outgoing checks and payments.• Received a performance award in September 2012 for outstanding performance in processing checks and effective team work.• Developed familiarity and a better understanding of the Green Book, Gold Book, The Right to Financial Privacy Act, ACH Rules and rules for 31 CFR part 240. • Performed detailed research analysis to locate customer payment checks and letters that may not have printed or were inadvertently routed to different zip codes.• Effectively processed anywhere from 10,000 to 100,000 pieces of mail per day.

Supervised day to day operations of a team of eight Customer Service Associates that were responsible for, processing task requests from external customers all over the world regarding their document shredding and data protection services, handling inbound call volume and increasing productivity of daily cases closed. • Delivered formal classroom customer service training to team players throughout the Royersford location and St. John location in Canada.• On a daily basis, assigned work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees. • Ensured thorough research and analysis was performed on all customer concerns to various aspects of customer service via telephone for sensitive customers and email correspondence related to service issues pertaining to billing, reconciling payments, and service performance.• Responsible for making recommendations and implementing them to improve company training program.• Ability to work independently, with little to no supervision following company policies, and procedures, while meeting deadlines, establishing priorities while effectively multitasking and delegating assignments to complete daily assignments.• Improved team compliance percentage for completed customer requests from 72% to 86% in three months and maintained that increase for the following six months.• Responsible for interviewing, hiring and retaining eight different CSA’s – all have maintained their status or been promoted to Coordinator• Prepared reports for management on daily throughput and productivity utilizing graphs, tables, and daily metrics.

Directed daily activity of nine Data Quality Specialists while ensuring the accuracy and integrity of the data for over 1,000 customers that were enrolled into the EARN Center. • Communicating orally, with a large volume of people from different socioeconomic backgrounds in order to resolve problems and provide advice/guidance about program policies and benefits.• Performed administrative and clerical processes using a computer to reconcile discrepancies• Independently performed a wide range of case development actions.• Immediately improved accuracy and integrity of all data reporting as it related to over 1,000 EARN Center participants. • Developed strong working relationship with PWDC by completing weekly reports and self monitoring audits.• Improved communication with the County Assistance Offices for Delancey and Elmwood Districts.• Decreased the number of data reports from six to two by consolidating key information onto two spreadsheets.• Developed thorough understanding of Master Guidelines as they applied to customer activities and their duration limits.• Implemented departmental auditing and due diligence to ensure quality and consistency.

Experience in delivering excellent customer service has allowed me to build a solid base of repeat customers. Listening, asking probing questions to uncover customer needs has allowed me to sucessfully sell HDTV's and accesories, computers, and printers.

Managed operation that distributed hard copies of fully-processed life insurance policies to agents and brokers nationwide. Directed schedule and workload for 18 Life Insurance Policy Processors to ensure full coverage during 14 hour work day. • Made recommendations and created system enhancements that provided more efficient work flows to handle volume of policies processed that ranged from 550 – 875 per day.• Coordinated with other instructors on methods, techniques, training aids, and/or classroom/trainee management relative to assigned courses or technical areas to be consistent in all training classes as well as assuring that instructors/coaches are informed of any changes in course/ technical subject matter.• Enhanced accountability by instituting sign out process and random audits of each individual processor’s work.• Monitored trends in error rates by each processor. Provided individualized feedback with targeted review for problem performance areas. • Managed team to exceed company-mandated Service Level Agreement, even though standard for policies processed was raised from 85% to 95% within 24 hours. Consistently led group to achieve 96% or better.• Identified opportunities to reduce departmental weekly UPS shipping expenses that were up to $3500/week by 10% to 25% while streamlining workflow with innovative strategies like bundling multiple policies for high-volume Agents/Brokers.• Responded to seasonal and daily fluctuations in workload, helped maintain production standards, and minimized overtime by collaborating with other managers to allocate work force to units with heaviest volume. • Provided reports to VP, Life New Business on processor efficiency and productivityon daily, weekly, monthly, quarterly, and annual basis; also provided quality reports with detailed corrective action plans on weekly, monthly, quarterly, and annual basis.

•Demonstrated ability to manage multiple teams of ten or more Mortgage Counselors in a high volume call center monitoring call queues and directing volumes where applicable.•Reviewed and analyzed loan and all supporting documents including credit reports, wage and income verification and appraisals for completeness and conformance with company regulations, policies, procedures and practices and inputs data into appropriate automated database systems.•Performed comprehensive review and in-depth analyses of financial credit data documents for the loan application to determine eligibility, feasibility, credit-worthiness and viability within assigned loan portfolio(s).•Worked with supervisor to develop and implement an outreach and marketing program for relocating customers for Microsoft and UPS.- Directed the daily tasks of as many as 56 Team Players and four Supervisors.- As a Mortgage Processor achieved Top Block level of service six of eight months in that position.- Utilized Project Management training to assist in two major company projects.- Completed Team Member Training portion of Black Belt – Project Management Training.- Worked closely with regulatory agencies to ensure accuracy and consistency of all reviews.- Implemented departmental auditing and due diligence to ensure quality and consistency.- Reduced departmental expenses 36% with implementation of automated appraisal reviewer.- Responsible for monthly written and oral reporting to Senior Level Management.