Latda Vongphayboun: Senior Case Manager in Garden Grove, CA

? Research and develop strategies to defend tax payer’s position to ensure security from collections ? Lead a team of 20 Case Managers and Jr. Case Managers in case operations including customer relations, and consulting to execute cases closed. ? Achieve performance standards and ensure all employees are in compliance with tax regulations. ? Conducts weekly meetings with individual reps to review weekly performance and identify case objectives. ? Responsible for 500 caseloads of clients in tax relief that generates $10MM in annual revenue. ? Handle escalated cases to resolve tax matters and improve customer satisfaction. ? Set productivity and service targets according to marketing promotions. ? Ranked top performer within the first 9 months of employment. ? Conducts weekly training for employees in my team and ensures employees are in compliance with regulations and productivity. ? Led my team to ensure customer satisfaction and close all case matters.

? Handled accounting operations and standards ? Provide excellent customer service ? Multitask between incoming and outgoing calls. ? Track daily incoming company voicemails and faxes. ? Implement strategies and tactics to resolve complaints. ? Administration duties of setting appointments, faxing, scanning, and emailing. ? Manage productivity for case processors and agents ensure accurate information. ? Ensure customer financial information and income are calculated before submitting files

? Loan Modifications ? Receive screened inbounds and outbound calls ? Interacting with customers to set appointments, submit an application and organize financials. ? Met all set deadlines before customers receive an active foreclosures. ? Assist customers with the mortgage to decrease interest rate and monthly payment.