Customer Service and Administrative Professional

Serve as a primary contact for taxpayers with questions and concerns related to state taxes, fees, accounts, and enforcement matters. Research account records, review available information, and determine appropriate next steps to resolve issues.

Handle inbound calls and sensitive account concerns with professionalism and composure. Document customer interactions, research, and actions; navigate multiple systems to update accounts; apply Texas Tax Code, policies, and procedures; and manage multiple cases and priorities in a remote environment.

Provided administrative and customer support in a remote federal environment involving confidential taxpayer information. Managed case files, maintained accurate documentation, and reviewed documents for completeness, accuracy, and adherence to established procedures.

Researched IRS regulations and supported attorneys with case-related documentation and information gathering. Processed incoming mail and tax court documents, met procedural deadlines, and used multiple computer systems and Microsoft Office applications to manage records and daily responsibilities.

Assisted customers with licensing, compliance, and escalated case questions that required research and follow-through. Reviewed customer information and case documentation to identify issues, determine next steps, and support timely resolution.

Entered, updated, and maintained case records and supporting documentation. Coordinated with inspectors, Medical Advisory Board staff, and other departments; prepared reports; completed case reviews; and managed multiple deadlines while communicating policies and requirements clearly.

Provided personalized customer service and assisted customers with account-related questions, needs, and transactions. Delivered accurate information and addressed customer concerns in a professional manner.

Protected confidential customer information and followed established banking policies and procedures. Maintained accuracy while handling customer inquiries and account-related matters.

Graduated with a High School Diploma in June 2015.