Lorelei Mcclure Email & Phone Number

Phoenix, Az, Us

United States

Functions as team lead for a staff of training and development personnel focused on internal training, internal stakeholder collaborations, external stakeholder and taxpayer training, and development of Department of Revenue website tools and resources. Facilitates any and all workshops and/or training needed, whether internal or external. Provides hands-on content development and training facilitation. Serves as Liaison to Arizona Cities and Towns, responsible for collaboration with external/internal stakeholders along with all content development. Partners with external/internal stakeholders to create and promote educational workshops and resources through various online & in-person platforms.Responsible for New Employee Orientation, Employee System Training as well as employee and city/town annual recertification compliance. Actively tracks employee training records to ensure all training requirements are met. Accountable for results-driven analytics and unit metrics. Responsible for tracking and compiling team metrics, survey results, project status updates, event logistics, huddle boards and reports as necessary.

Phoenix, Arizona, United States

Leveraged strong interpersonal and communication skills with proven success in cultivating and fostering strong customer relationships through taxpayer education.Upheld the integrity of the department by maintaining professionalism during taxpayer interaction, through phone calls, and field visits to residences, places of employment, and/or businesses to resolve delinquent tax liabilities.Used effective judgment, analytical and negotiation skills to promote voluntary compliance, establish payment arrangements and determine the proper use of administrative enforcement.Demonstrated consistent adaptability to changing policies and procedures while effectively managing an assigned collection inventory, utilizing time management best practices and skills.Assisted with the creation and facilitation of team-specific training and system training.

Phoenix, Arizona

Worked closely with a variety of taxpayers, business owners, accountants, lawyers and other tax professionals, through written and verbal communication for education and collection of tax liabilities.Excelled in a leadership development program, demonstrated strong leadership qualities, and effective coaching skills, with a strong dedication to the development and success of employees, peers and taxpayers. Developed and implemented call center training resources for agents. Responsible for facilitating on-the-job side-by-side training sessions for new hires.Maintained sensitive tax histories in a multi-faceted collection system, ensuring all federal, and state tax and compliance laws were upheld to the highest of standards.Conducted collection activities for difficult and complex cases, while providing expertise and advice to peers and customers. Answered complicated technical questions presented by lower-level agents, taxpayers and their representatives, utilizing a multitude of tools and resources to solve issues and cases.Managed financial analysis of all tax types, via financial statements, income statements, balance sheets, profit and loss statements, and performing skip trace investigations.

Mesa, Az

Served as first point-of-contact for patients and medical professionals on all technical and service levels. Promoted and maintained high-quality technical support standards within the Technical Support Department.Monitored current procedures to ensure compliance set standards, while ensuring customer satisfaction with Dexcom’s Continuous Glucose Monitoring Systems, as well as technical support received by agents. Implemented proper plan and/or resolution to ensure overall customer satisfaction and retention, while striving for a one call resolution.