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Customer Experience, Customer Service

Regulatory Officer-Special Investigations Unit at Tennessee Department of Revenue

• Location: Memphis Metropolitan Area · Remote
• Duration: Mar 2024 to Present
• Description: Conduct detailed inspections of tobacco, dyed fuel, beer, hemp, and vape products to ensure compliance with Tennessee regulatory statutes and federal guidelines. Prepare and submit comprehensive reports in inspection findings, including identified compliance violations and recommendations for corrective actions. Maintain up-to-date knowledge of evolving hemp related legislation and industry standards to ensure alignment with state regulatory requirements. Collaborate with internal and external stakeholders to address regulatory concerns and provide guidance on statutory compliance.

Revenue Customer Experience Specialist at Tennesee Department of Revenue

• Location: United States · Hybrid
• Duration: Aug 2022 to Mar 2024
• Description: Conduct thorough analysis of taxpayer accounts, investigate discrepancies, research using tax manuals and Edison and propose effective solutions to ensure compliance with tax regulations. Improve data collection processes and identify areas for improvement in procedures to enhance accuracy and timeliness of information. Collaborate with the internal audit team to support quality audits and risk assessments and develop strategies to mitigate potential risks and maximize efficiency. Provide expert financial advice and guidance to internal teams and external stakeholders, leveraging in-depth knowledge of tax laws and regulations to facilitate compliance and resolve complex financial issues.

Quality Specialist at Memphis-Shelby County Schools

• Location: Memphis, Tennessee, United States
• Duration: Feb 2015 to Jun 2022
• Description: Promoted from Inventory Control Analyst to Quality Assurance Specialist in 2016 to lead a team of 5 Quality Technicians and manage a 400+ product inventory using Warehouse Management Systems (Oracle, OneSource). Oversaw departmental budgets, financial data reporting, and all vendor requisitions; and identified and interpreted data patterns using SQL to support key decisions. Increased productivity and logistic processes by engineering SOPs for 200 organizations on automating shipping and receiving; cost management and reporting; and data system extraction, warehousing, and visualization. Developed and implemented KPIs to measure the efficiency of current practices, perform health checks, evaluate progress, and formulate growth plans leading to a 45% decrease in warehouse system downtime. Maintained 100% compliance with ISO audit standards by collaborating with IT to develop and maintain dashboards to track employee and machine performance while performing audits, root cause analysis, process observations, risk assessments, and compliance investigations to ensure quality outcomes. Created training manuals and facilitated onboarding/ongoing training programs for 300 employees on newly implemented systems and product quality and safety measures.

Inventory Control Analyst at Memphis-Shelby County Schools

• Location: Memphis, TN
• Duration: Jun 2013 to Feb 2015
• Description: Collaborated with cross-functional departments using Smartsheet to develop and implement new inventory control procedures, resulting in a 30% reduction in waste and an increase in on-time delivery performance. Conducted regular cycle counts using barcode scanners and reconciled data in Excel to the inventory management system, Oracle, to ensure accuracy, resolving discrepancies using pivot tables and VLOOKUP formulas. Utilized predictive analysis to remove redundancies in forecasting models and analyzed demand trends and inventory levels using SQL and Power BI to determine reorder points and safety stock levels, reducing stock outs. Developed an automated transportation tracking system and spoilage solutions resulting in $2500/month cost reduction and maintained inventory systems at a high level of performance, availability, and security.