learn.taxadmin.org Open in urlscan Pro
3.235.65.215  Public Scan

Form analysis
2 forms found in the DOM

POST /conferences/8fb26214a68b/submit_invitation

<form accept-charset="UTF-8" action="/conferences/8fb26214a68b/submit_invitation" data-remote="true" method="post">
  <div style="margin:0;padding:0;display:inline"><input name="utf8" type="hidden" value="✓"><input name="authenticity_token" type="hidden" value="h35u197cMYPwRoAfJl6/GWioLLEAnA4qAXH9k9/qqlY="></div><input name="_usec" type="hidden" value="320233">
  <div id="community_username" style="display: none">taxadmin</div>
  <div class="clroom-popupbox-sharelink">
    <div class="clroom-popupbox-sendemail">
      <input autocomplete="off" id="club_profile_invitations" name="conference[invited_members_raw_data]" placeholder="Type or paste email addresses here" style="width:100%" type="hidden">
    </div>
    <div class="clroom-popupbox-but-one">
      <input class="clroom-popupbox-but-send" data-disable-with="Sending..." id="submit-invite" name="commit" type="submit" value="Send Invitations">
    </div>
  </div>
</form>

POST /polls/pollId/poll_responses

<form accept-charset="UTF-8" action="/polls/pollId/poll_responses" class="new_poll_response" data-remote="true" id="new_poll_response_tab_pollId" method="post">
  <input id="poll_response_source" name="poll_response[source]" type="hidden" value="modular-audience">
  <input id="poll_response_tmp_member_id" name="poll_response[tmp_member_id]" type="hidden" value="">
  <input id="conf_id" name="conf_id" type="hidden" value="">
  <input id="submit_selection_method" name="submit_selection_method" type="hidden" value="">
  <input id="user_id" name="user_id" type="hidden" value="">
  <div class="tmqr-mobal-select-all-apply">Select all that apply...</div>
  <ul class="tmqr-mobal-poll-list ">
    <li>
      <a class="poll-choice-span" href="#poll-choice"></a>
      <input class="select_poll_choice close" data-bg-color="choice-bg-color" data-poll-id="poll-obfuscated-id" data-txt-color="choice-txt-color" id="poll_response_poll_answers_attributes_0_poll_choice_id_choice-id"
        name="poll_response[poll_answers_attributes][0][poll_choice_id]" type="radio" value="choice-id">
    </li>
  </ul>
  <ul class="tmqr-mobal-likely-list ">
    <input class="poll-response-selection close" id="poll_response_poll_answers_attributes_0_poll_choice_id" name="poll_response[poll_answers_attributes][0][poll_choice_id]" type="hidden">
    <li class="poll-choice-span" data-value="" data-poll-id="">
    </li>
  </ul>
  <div class="tmqr-mobal-textarea-box ">
    <textarea type="short_answer" name="poll_response_choice_" id="poll_response_choice_" data-poll-id="" data-choice-id="" class="select_poll_short_choice expand"></textarea>
  </div>
  <ul class="tmqr-mobal-checkbox-list ">
    <li>
      <div class="tmqr-mobal-checkbox-list-left">
        <span class="tmqr-mobal-checkbox-box">
          <i>
                <svg version="1.1" viewBox="0 0 512 512">
                  <path d="M507.296 114.128l-45.424-45.424c-6.288-6.288-16.416-6.288-22.704 0l-232.24 245.184-133.12-133.184c-6.352-6.352-16.656-6.352-23.008 0l-46.016 46.048c-6.352 6.336-6.352 16.64 0 23.008l189.328 193.728c3.664 3.68 8.64 4.944 13.424 4.32 4.944 0.736 10.096-0.512 13.888-4.32l285.872-306.64c6.272-6.272 6.272-16.448 0-22.72z"></path>
                </svg>
              </i>
        </span>
      </div>
      <span class="poll-choice-span"></span>
      <input class="select_poll_choice close" data-bg-color="choice-bg-color" data-poll-id="poll-obfuscated-id" data-txt-color="choice-txt-color" id="poll_response_poll_answers_attributes_0_poll_choice_id"
        name="poll_response[poll_answers_attributes][0][poll_choice_id]" type="checkbox" value="choice-id">
    </li>
  </ul>
  <div class="tmqr-mobal-poll-btn close">
    <input type="submit" value="Submit" id="submit_answer_in_tab_" data-type="" data-disable-with="Saving...">
  </div>
</form>

Text Content

Customer Education and Outbound Services to Enhance Customer Experience
 * Exit Webinar

Presenters

 * Charlie Helms
   
   Director of Compliance and Regional Sections
 * Alaina Turner
   
   Tennessee Department of Revenue
 * Bobi Adams
   
   Deputy Director of Administration, South Dakota Department of Revenue
 * Eileen Ansley
   
   Washington Department of Revenue
 * Eric Myers
   
   Colorado Department of Revenue
 * Marita Sciarrotta
   
   Deputy Directory, Taxpayer Services, Collection & Enforcement, and Data
   Systems Activities, New Jersey Division of Taxation
 * Mike Lee
   
   Senior Director, Utah State Tax Commission
 * Max Letterly (Illinois)
   
   Illinois Department of Revenue
 * Monique Young Wash
   
   Indiana Department of Revenue
 * Nathan Bergman
   
   North Dakota Department of Revenue
 * Rebecca Lopez Kriss
   
   Philadelphia Department of Revenue
 * Janet Shimabukuro
   
   Washington State Department of Revenue

Presenters

Charlie Helms
Director of Compliance and Regional Sections
Charlie Helms serves as Executive Director of the Southeastern Association of
Tax Administrators (SEATA). He also serves as Regional Meetings Director for the
Federation of Tax Administrators (FTA). In these roles, he works with state and
local taxing agencies in all fifty states and the District of Columbia to
identify hot topics and best practices in tax administration. He is responsible
for all aspects of four regional tax conferences including agenda development,
speaker identification, site selection, budgeting, contracting, and sponsorship
development.

Prior to his work with FTA and SEATA, Charlie served as a career employee with
the North Carolina Department of Revenue (NCDOR) for 27 years, retiring in July
of 2016. He began his NCDOR career as a revenue officer trainee and worked his
way through senior management, serving as Director of the Collections and
Customer Services Divisions during his last 11 years. Post-retirement, he worked
with private sector accounts receivables management companies as an account
representative for two and a half years before becoming a full-time conference
planner and consultant.

Charlie is a 1988 graduate of NC State University (NCSU) and earned Certified
Public Manager (www.cpmconsortium.org) designation in 2000. Charlie and his wife
of 32 years, Jill, have two children. Their daughter recently graduated with her
masters in math education from NCSU and is currently teaching high school math.
She hopes to eventually become a college professor. His son is a graduate
student at NCSU in accounting with plans of eventually becoming a CPA. GO
WOLFPACK!
Alaina Turner
Tennessee Department of Revenue
Alaina Turner has been with the Tennessee Department of Revenue since 2016,
currently serving as the Director of the Taxpayer Services Division. Before
beginning a career in state government, she spent 14 years in business
management in the private sector, including owning a business. Alaina values
emphasis on elevating customer experience, sustaining strong employee
engagement, focusing on raising metrics and improving process efficiency.
Alaina earned her bachelor’s degree in business administration with an emphasis
in marketing from the University of Mississippi. She currently lives in Middle
Tennessee with her husband, Rob, and two stepchildren. Alaina enjoys
volunteering with several organizations, spoiling her fur babies, and doing
anything outside, especially, hiking and kayaking.
Bobi Adams
Deputy Director of Administration, South Dakota Department of Revenue
Bobi Adams is a Deputy Director of Administration for the South Dakota
Department of Revenue were her team focuses on strategy and both internal and
external communication efforts for the agency. Bobi has served the Department
for 23 years, spending the first 16 years with the Business Tax team as an
Revenue Agent and Revenue Supervisor before transitioning over to
Administration. Originally from Iowa, Bobi lives in Pierre, SD with her husband,
Brent and they have two grown boys. She hold a B.S. from Buena Vista University
and a M.S. in Organizational Leadership from the University of South Dakota.
Eileen Ansley
Washington Department of Revenue
Voice of the Customer Manager in the Customer Experience and Communications
division at the Washington Department of Revenue since 2021.
Eric Myers
Colorado Department of Revenue
With over 15 years of leadership experience at the Colorado Department of
Revenue, Eric has helped lead his agency through technological transformations
and operational changes. He leads the Department's Taxpayer Service Division,
which consists of close to 200 employees responsible for all tax return
processing, refund and bill issuance, taxpayer training and education, and
front-line customer contact and service.
Marita Sciarrotta
Deputy Directory, Taxpayer Services, Collection & Enforcement, and Data Systems
Activities, New Jersey Division of Taxation
Marita R. Sciarrotta is a Deputy Director in New Jersey’s Division of Taxation
tasked with oversight of Collection & Enforcement, Data Systems and Taxpayer
Services Activities.
She is a Subject Matter Expert in multiple tax types and contributed to dozens
of programs and initiatives in her 40 years of public service. Her most recent
achievement the successful administration of the inaugural ANCHOR property tax
benefit program, its marketing campaign, outreach events, and filing clinics
which resulted in the submission of approximately 1.7M applications by eligible
homeowners and tenants. Additionally, Marita serves on several national
tax-focused committees, designing workshops and agendas with the Multi-State Tax
Commission (MTC) and the Federation of Tax Administrators (FTA) and is
frequently a guest speaker at regional and national conferences. She also
maintains a robust and proactive communication channel with the New Jersey tax
practitioner community, which acknowledged her contributions with a NJCPA
Ovation Award 2021 in the Impact Category.
Marita holds an Executive Master of Public Administration Degree from Rutgers
University School of Public Affairs and Administration.
Mike Lee
Senior Director, Utah State Tax Commission
Mike Lee is the Customer Services Functional Area Senior Director for the Utah
State Tax Commission. Mike started with the Tax Commission in 2005, and served
as the Taxpayer Services Division Director prior to his current position.

Mike graduated from Utah State University with an MBA in 2009 and became a CPA
in 2011.

While in the Customer Services Functional Area Mike has worked to improve
collection processes and customer service interactions. He enjoys his position
as Senior Director and credits the Functional Area’s amazing staff for its
success.
Max Letterly (Illinois)
Illinois Department of Revenue
Max R. Letterly is Program Administrator of Taxpayer Services at the Illinois
Department of Revenue. He began his career with the Department in 2006 and has
served as Program Administrator of Taxpayer Services since August 2019. As
Program Administrator of Taxpayer Services, Mr. Letterly oversees a large staff
across five separate divisions; Central Registration, Local Tax Allocation;
Problems Resolution; Property Tax; and Taxpayer Assistance.

Previously, Mr. Letterly managed the Central Processing Bureau, overseeing a
staff of over 230 employees responsible for processing original and amended tax
returns, processing refund requests, as well as performing a variety of other
adjustments. Mr. Letterly also previously served in an agency-wide capacity as
the lead user liaison for the Department’s tax processing system, overseeing the
GenTax® project, and as the Project Manager for the Department’s implementation
of adult-use cannabis legislation. In his time with the Department, Mr. Letterly
has managed several major projects and system upgrades, expanding his knowledge
of the Department’s operations.

Mr. Letterly received a Bachelor of Business Administration degree from the
University of Illinois at Springfield. He lives in Springfield, Illinois with
his wife and four children.
Monique Young Wash
Indiana Department of Revenue
Monique Young-Wash is a passionate and results-driven Operations Executive, with
over 25 years of cross-functional Customer Service leadership. She is gifted in
providing strategy, direction, and hands-on leadership within high volume
multi-media operations and call center environments. Known for “Mining the Gold”
in team members, she fosters personal accountability for delivering results. For
her, building Best-In-Class Customer Service Teams has been a labor of love.
Partnering with her amazing team of leaders, her Impactful initiatives, over the
past 5 years with the Indiana Department of Revenue, have resulted in
transformational change in our Voice of the Customer (VOC), Voice of the Process
(VOP), and Voice of the Employee (VOE) experiences. Her team recognizes that
while there are many exceptional systems and tools that will deliver a great
experience, it is the experience provided by their Customer Service
Representatives that deliver a Best-In-Class experience for each customer. “We
believe it is "An Inside Job!"” As a life-long learner, she holds a Bachelor of
Science degree in Business, a Master of Business Administration (MBA), and a
Lean Six-Sigma Black Belt (LSSBB) certification. She enjoys making the
impossible, possible.

Outside of work, Monique and her husband have four children ranging in age from
7 to 34. She is an active member at Light of the World Christian Church. In
addition, she is the “Cookie Mom-ster” for her daughter’s Girl Scout troop. She
is also an avid autism advocate.

Areas of Expertise:
Leadership Optimization| Change & Turnaround Management| Start-Up and
Large-Scale Strategic Initiative Planning and Implementation| Metrics and
Business Function Alignment| In-house and Vendor (3rd Party) Call Center
Leadership| Account Relationship Management| Continuous Improvement Initiatives|
Cross-Functional Departmental Trend Analysis and Team Collaboration
Nathan Bergman
North Dakota Department of Revenue
Nathan began his career with the North Dakota Office of State Tax Commissioner
in 2005 as a Sales Tax Compliance Officer and in 2008 became the Supervisor of
Individual Income Tax. In 2012 he settled into his current role as an Associate
Director in the Tax Administration Division working closely with the
Registration, Taxpayer Services, and Collections Sections. Having started at the
same time the department’s integrated tax system was put in place, Nathan has
been integral in many enhancements along the way and acts as a liaison between
the business side and information technology. He has a passion for process
improvement and encourages his team to look for new and better ways to complete
their work on an ongoing basis.
Rebecca Lopez Kriss
Philadelphia Department of Revenue

Janet Shimabukuro
Washington State Department of Revenue

1/12

Your response was submitted
Polls

Open · 0 Closed · 2
No open polls yet
What platforms do you use to deliver customer education?
 * In-person training
   17 (14%)
 * Webinar based training
   20 (17%)
 * Teams/Zoom or other online meetings platform
   13 (11%)
 * Conference calls (non video)
   7 (6%)
 * On-demand videos
   17 (14%)
 * Social media
   20 (17%)
 * Press releases - press interviews
   21 (18%)
 * Paid TV/radio advertisements
   3 (3%)
 * Podcasts
   1 (1%)

What other platforms is your agency using not listed above?
 * website
   
 * facebook
   
 * none
   
 * webinars; website news bulletins
   
 * u tube videos
   
 * virtual training
   
 * Not sure
   
 * online videos
   
 * all of the above
   
 * social media
   
 * third-party collections
   
 * Online Phone system recording mailings
   
 * We use seminars
   
 * GovDelivery
   
 * Youtube, how to videos, press releases
   
 * Doesn't sound like we have anything additional.
   
 * n/a
   
 * none
   
 * Website, FB, web messages
   
 * Webinars
   
 * Website information.
   
 * none
   
 * None
   
 * N/A
   
 * None I am aware of.
   
 * Not sure
   
 * In- person training, and virtual. Daily email's with updated information
   
 * Emails, web message, on website
   
 * Using some of the ones mentioned.
   
 * website. PIO communication to the public
   
 * none
   
 * n/a
   
 * We set up booths at certain association events and the Minnesota State Fair.
   
 * LINKIED -IN, FACEBOOK
   
 * emails
   
 * none that I'm aware of
   
 * news letters
   
 * GovDelivery
   
 * web, email , classes
   
 * same as listed
   
 * tax practitioner conference, web messages, phone messages, letters
   
 * similar to others mentioned
   
 * unsure
   
 * Mailings
   
 * Notices/letter; flyer/brochures
   
 * I dont see anything listed above.
   
 * I don't see a list but I think people have mentioned all of our avenues.
   
 * my agency is using taxpayer learning events to engage and receive feedback
   
 * U TUBE
   
 * tax alerts for legislative changes- mail notifications. email campaign
   
 * Due to Covid-19, no in person training.
   
 * Mytax
   
 * i dont know
   

0/0

2/2

Resources

No resources yet

Muted
Enter Full Screen
Back to Default Screen
This browser does not support webcast mode. Please try loading this page in a
different browser.
CLICK FOR AUDIO
Muted
Enter Full Screen
Back to Default Screen
Reactions
🖐️🖐🏻🖐🏼🖐🏽🖐🏾🖐🏿
😀2
🎉3
😂4
❤️25
😍4
🙌39


Chat


 * Public
 * Private
 * Twitter

 * 

Attendee chat disabled
Type your message here...



To start a one-on-one chat, click a person’s name below
Got It
Active chats · 0
Admins · 0
 * Charlie Helms
 * Ryan Minnick

Presenter private chat disabled
Presenters · 0
 * Janet Shimabukuro
 * Nathan Bergman
 * Eric Myers
 * Marita Sciarrotta
 * Bobi Adams
 * Alaina Turner
 * Monique Young Wash
 * Mike Lee
 * Max Letterly (Illinois)

Presenter private chat disabled
Attendees · 586
 * Amber Nicole Ying
 * Ione Duff
 * Nancy Lopez
 * John Higgins
 * Ken Herman
 * Janet Dahlerup
 * Michelle Henke
 * Jarrod Wilson
 * Nataline Davis
 * Wesley Murphy
 * Beth Dropps
 * Amanda Wilson
 * Lupe Caire
 * Adam Hovne
 * Dan Hughes
 * Elena Fowlkes
 * Steve Carlow
 * Megan A Huq
 * Sarah Bjorklund
 * Veronica Larkins
 * Sheila Rohde
 * KADEJAH BETHEA
 * Dominic Strahl
 * Shurrie Bean
 * Jessica Moy
 * Linda Adam
 * Frank Bessenyei
 * Penny Weathers
 * Mohammed Zilani
 * Logan Kirkbride

Type your message here...

Q&A

 * Emmanuel Ekezie 05:23:58 pm
   Faxes and Emails can also be received through Visit Manager
   7
   
 * Bridget Anderson 05:17:53 pm
   What is Visit Manager? Is that in GenTax?
   6
   
 * Nathan Bergman 05:20:00 pm
   Yes...it is a manager within Gentax that can be used to track incoming calls
   or office visits (categorize them into reasons for calling or stopping in to
   the office).
   
 * Angel Gamble 05:24:51 pm
   I missed the poll question, but we use ccPulse
   4
   
 * Steve Carlow 05:28:19 pm
   What are you doing to promote your webinars to get a large number of
   attendees?
   1
   
 * Max Letterly (Illinois) 05:30:46 pm
   In Illinois, we publish notifications on our website and social media, and
   use our GovDelivery service to promote the events, as well. We are currently
   working on obtaining authority to issue CLE/CPE credits, which we expect will
   also help to drive attendance from tax professionals.
   
 * Jerika Pellington 05:27:32 pm
   How do you advertise your webinars? Do your staff attend?
   0
   
 * Bobi Adams 05:29:18 pm
   We advertise our webinars in our newsletters, social media, website, and
   while we have them on the phone.
   
 * Perla Gamboa 05:29:19 pm
   Is anybody using texts?
   0
   
 * Keith Cox 05:37:17 pm
   If dealing with licensing customers (Alcohol) are there different issues then
   the tax issues, and handled differently?
   0
   
 * Max Letterly (Illinois) 05:39:12 pm
   In Illinois, we have different groups handling these types of requests from
   the more common tax questions we receive. For instance, our Problems
   Resolution Division assists with tax clearance checks necessary for obtaining
   certain licenses, our Central Registration Division assists with bonding,
   etc. These questions are very specialized.
   


Onsite Engagement Resource


Powered by BigMarker
 * 
 * 
 * 
 * 
 * 
 * 
 * 


Back
Please respond to the following poll questions (1/2)


Back


Invite & Share
Send Email Invitations
taxadmin

Share This Link
COPY
user avatar
user name created at
question content
vote count
Delete Reply
avatar
user name

timestamp
chat content
Reply Delete
User Name · 1:11p
Message Here
avatar
user name

timestamp
chat content
Retweet Favorite Delete
Select all that apply...
 * 

   
 * 


 * 


 * 1 (0%)


icon




Chat With Name
0


1

Webinar Room Opens for Attendees
12:45:00
12:45 PM
started 12:45:00 PM
at 12:45:00 PM Next Up at 12:45:00 PM

2

Start Webinar
1:00:00
Waiting room screen will disappear and content will begin
started 01:00:00 PM
at 01:00:00 PM Next Up at 01:00:00 PM

3

End Webinar
2:00:00
Exit URL:
started 02:00:00 PM
at 02:00:00 PM Next Up at 02:00:00 PM
Skip End Webinar

The host has enabled Attendance Monitoring - to indicate your continued
attendance, please click the button below
Click here to continue
Loading...
Spin!



Congratulations...


Today’s winners are...