Stephen Fickenscher Email & Phone Number

Greater Seattle Area

Tax Preparation service and tax advisory.

• Develop and implement business plans to help reach office level targets.• Monitor and track office performance.• Review goals with associates, provide guidance, and give feed back to help obtain their goals.• Create and implement action plans related to potential office issues.• Provide necessary training to associates to improve.

• Prepare income tax returns for over 100 individuals and small businesses during the tax season.• Advised clients on possible ways to improve some financial situations resulting in less income taxes paid.• Review completed tax returns for completeness and accuracy.• Knowledge of income tax laws.

Human Resources Information Systems Analyst II• Initiative Management and Analysis for the Employee Service Center (ESC) consisting of 15 ESC Support Agents answering calls from employees throughout the company.• Analyze business issues related to the ESC and develop action plans.• Coordinate with the technology group and vendors to manage system issues.• Ad hoc reporting for Human Resources Managers for tracking trends and issues.• User acceptance testing for development of call tracking system (Remedy).

• Administrator for the ticketing system (Remedy) and knowledge management system used by the Help Desk for call tracking.• Coordinated training for over 100 Help Desk Call Agents for the Remedy ticketing system.• Client support for the lending system used at all Financial Centers and Lending Centers.• Knowledge of compliance regulations for consumer lending and ensuring that compliance guidelines are adhered to.• Analyze reports to track trends to see where improvements can be made resulting in less phone calls being handled by the Help Desk.• Provide reports using Crystal Reports in Excel, Word, or Adobe formats to key management of consumer lending for analysis on training opportunities.• Developed service level agreements resulting in increased response time for customers to receive assistance from second level support groups.

• Provide technical support in a call center for lending offices utilizing residential mortgage and consumer loan software.• Identify system problems and work in conjunction with appropriate second level support to determine resolution.• Assist users with instructions on correct procedures for entering data into the system.• Answer questions from various lending offices regarding the banks policy and procedures to ensure compliance for residential and consumer loans.• Update residential mortgage rates on the banks computer system in a timely manner.• Training classes to include Intermediate Lending and Fair Lending.