Lynette Gray Email & Phone Number

Tallahassee, Florida, United States

Tallahassee, Florida, United States

Internally promoted from RSII to a RSIII within first year, I am now primarily responsible for maintaining both Bankruptcy Caseload using the CRM system as well as Collection Case Management workload using Suntax. As a RSIII, we are contacting taxpayers on a routine basis to resolve outstanding tax liabilities as well as updating tax account closures, performing master data updates as necessary, making account balance corrections, recommending compromises, and assessing penalties, interest, and fees due to the State of Florida. As taxpayers enter bankruptcy, their Suntax accounts are transferred to the Bankruptcy Service Center and will continue to be monitored and maintained by bankruptcy service center staff until court case closure. This can last up to 10 years. During this time, I will also research tax accounts and gather information for final enforcement actions, prepare legal documents for bankruptcy asset claims submission to the courts, and identify properties subject to levy or other means of enforcement. Additionally, incoming correspondence via telephone, email, fax and physical mail are fielded and answered appropriately and in a timely manner. CSP and FDOR Inboxes are also monitored and maintained accordingly. I have also provided Job shadowing/Mentoring newly onboarded team membersCompleted RS III Training including Filing Warrants and Bank Levy

2450 Shumard Oak Blvd, Tallahassee Fl 32311

Collaborates with Department of Revenue Business Process Units to assist with process improvements and/or system enhancements, user implementation as well as new initiatives. Also maintains, coordinates and deploys system permissions for all internal and external hires based on employee's mapped position title and position number. Maintains Cherwell Database. Works closely with project managers, programming, developers and other resources to relay and interpret information obtained from the business unit. Analyzes data in efforts to improve business processes, confirm reported issue, debug reported issue or escalate to program developers for further investigation. Assists with employee training initiatives and updates training documentation accordingly.

Tallahassee, Florida Area

Initially hired on for GTA Tax Specialist representative, I was quickly offered and accepted a position in Receivables Management, Bankruptcy unit in February. We play a key role in collecting and distributing revenue to state agencies, cities, counties and school districts. The Bankruptcy Unit Program assists the Department of Revenue to secure funds and/or assets in bankruptcy cases to cure outstanding child support and/or tax obligations.We also collaborate closely with the Local Service Centers, Child Support offices and Office of General Counsel regarding legal bankruptcy preceding’s involving the Florida Department of Revenue.Additionally, a critical daily practice, processing incoming payments via Remote Capture.Experience working with GTA Field Collections or federal, state or county courts as well asn state-wide Child Support offices.Successfully completed Field Collections Training including:Account Balance, Collections, Compromise/Corrections, Skip Tracing, Corporate, Reemployment and Sales Tax Training courses completed scoring over 90%. Proficient in using Suntax and CRM systems. Proficient using Pacer for researching legal court documents, Accurint and Sunbiz for skip tracing research. Proficient using Microsoft Word, Outlook and Excel as well as Adobe.

Paypal, Omaha Nebraska

Research and analyze consumer accounts to identify negative buyer and/or seller behavior trends relating to fraud or abuse to prevent both consumer or PayPal financial loss. Compile detailed transactional information history and merchant policy to build a written rebuttal response in response to chargeback for Visa, Mastercard, Amex, Discover and Star Network. Maintain low error report and work within processor regulation guidelines. Respond to inbound email communications or escalations requesting case status updates using verbal and written communications. Outreach to customers and account managers to request additional information, provide timeframes or educate on loss prevention. Issue credit reimbursements, provisional credits and recover monies when applicable. Projects/Accomplishments: Mentor newly upskilled employees in pier group. 2015 Chargebacks Pulse committee representative for upward feedback within the department. 2015 Leader Talent Ready Workshops2015 Q3 Commitment to Excellence nominee and winner2015 annual review of exceeds some achieved. 2016 review exceeds some achieved.

12312 Port Grace Boulevard, La Vista, Ne 68128

Review and analyze accounts for fraud, abuse or potential loss trends. De-escalate difficult telephone contacts and provide necessary education or alternative business practices to maintain a successful business relationship. Maintain ownership of situation by conducting any required troubleshooting, inter-departmental escalation and/or follow-up necessary to promote one contact resolution using either phone or email correspondence.Educate merchant with product features and pricing and answer all questions and concerns to assist large merchants in determining business needs, product implementation and integration. Thoroughly document all communications, time frames and expectations of escalated contact using internal tools. Assist agents with proper phrasing and verbiage to successfully deliver difficult information.Troubleshoot system and account issues. Escalate software/system bugs to level II technical support when necessary including detailed information on what caused exception occurrence and steps to reproduce the event.Monitor call volumes and response times. Re-allocate agents to specific queues when necessary to Service agent assist requests via live chat sessions.Provide developmental tools, training and mentoring to frontline agents concentrating focus on areas needing strengthening. Conduct pier call listening sessions to identify agent strengths as well as areas needing improvement during customer contact. Conduct one on one sessions with agents to discuss quarterly metric placement, growth and areas of focus as well as short and long term goals for improvement. Conduct focus group sessions to educate agents on new products, features and system procedures including technical documentation and manuals based on ad-hoc system experience or system production rollouts. Additionally, collect and relay any agent feedback back to management to improve workflows and processes.

Field inbound phone contacts within Merchant Solutions accounts.Assist merchant with various account issues including password changes, account balance, daily sales activity, payment processing, payment disputes, payment chargebacks, product integrations, fraud management as well as protections available. Provide education to merchant in a proactive manner to prevent excessive loss or risk. Report ad escalate reported system issues to technical support. Assume ownership of issues at hand.Communicate across departments to obtain one contact resolution. Communicate in a professional manner via email channels.

Assist inbound consumer contacts with various account issues in a "one stop shop" approach. Contacts may include assistance with general account issues, buyer disputes, password, debit card, account closure, account security or takeover and protections available.

Omaha Works, 120 & I St Omaha, Ne

Primarily manufacturingWiring and assembly of broadband cabinets. Started as AT&T, transitioned to Lucent Technologies and then Avaya. Plant closed, took voluntary buy-out in 2001.

Omaha, Ne

Assist customers with requests, special orders, giftwrap and merchandise checkout including making change, processing credit card sales and returns. Maintain stock and incoming merchandise. Count drawers for nightly deposit. Maintain cleanliness of store including stockroom, shelving, and carpets. Top sales performer week over week for 6 months in a row.

Education record

Education record