Christopher B. Luncheon

Experience

• 

  Georgia Department of Revenue

  Mar 2004 - now

  As Assistant Director of Operations, I report to the Chief Enforcement Officer of the Georgia Department of Revenue and manage the Operations side of the Alcohol & Tobacco Division. This includes liaison work with other departmental divisions, governmental agencies, and leading trade organizations in the alcohol beverage industry. I am a key driver of the development and/or analysis of policies and legislation which affect the Division or Department. The core areas I manage include alcohol and tobacco licensing, administration of trade practice laws/regulations, and division wide customer service efforts. For the division, I serve as the custodian of records in regard to open records, freedom of information act, and data requests from taxpayers. I work closely with the Assistant Director of Enforcement to craft a unified vision and direction for the Alcohol & Tobacco Division. Show less Managed a 24-member team of Tax Examiners responsible for administering the Department's Corporate Income Tax, Individual Income Tax, Fiduciary Tax, Tax Credits, and Tax Incentives operation. I was responsible for co-coordinating customer service efforts for these tax types internally and externally with other State and Federal Agencies. In addition to core customer service functions, we handle problem resolution, escalated protests from taxpayers involving income tax assessments, and are responsible for responding to customer complaints delivered through the Governor's office or constituent complaints delivered through the State Legislature. In addition, the administration of Film Tax Credits for both Individuals and Corporations doing business in Georgia as well as oversight of The State of Georgia's Student Scholarship Organizations and their particular tax credits fell under my management. Show less As a Department of Revenue Manager in the Taxpayer Services Division, I was responsible for managing a 24-member team of Tax Examiners responsible for administering the Department's Corporate Income Tax, Individual Income Tax, Fiduciary Tax, Tax Credits, and Tax Incentives program. My direct reports consisted of two supervisors with remaining staff split between the two. My responsibilities included co-coordinating customer service efforts for these tax types internally and externally with other state agencies, federal agencies, and tax and trade organizations. In addition to core customer service functions, we handled problem resolution, tax assessment protests, and customer complaints. My unit also housed film tax credits for both individuals and corporations doing business in Georgia as well as oversight of The State of Georgia's Student Scholarship Organizations and their tax credits. Show less While working in this position, I supervised the Department of Revenue Unit responsible for processing, examination, and error resolution of applications for retail and consumption on premise alcohol licenses. Within this unit, our responsibilities include processing applications for retail tobacco licensing, amusement decals, and motor fuel licenses. In addition to those duties, the unit was responsible for the processing, examination, and error resolution of applications for Sales & Use Tax registration, Withholding Tax registration, Sales & Use Tax Contracting Registration, Bulk Filer, & ACH Debit/Credit registration. I also functioned as the custodian of records for The Georgia Department of Revenue making sure responses to open records requests, Federal & State subpoenas, and freedom of information act requests are timely. In addition, I provided testimony in State and Federal court to the accuracy and validity of documents provided. Show less Supervised the 24-member Centralized Taxpayer Accounting call center team in a high volume, fast paced call center with average call volume of 15,000 calls a day during peak season. My core duties in this position was conducting call quality monitoring, maintaining a daily coaching routine, and having weekly team meetings using data pulled from automated call distribution system. Our unit also led the roll out and implementation of the web-based Oracle CRM Tool for the customer contact center. I functioned as administrator of the Oracle CRM Tool until I left the position. A function of being administrator was designing historical reports used by call center supervisors and upper management. Our team also handled the preparation of refund requisitions ensuring that requisitioned refund amounts to cover paper checks and direct deposits for taxpayer’s income tax refunds were correct. In addition to regular call center work, the unit also handled the Department of Revenue’s fraud hotline, forgery claim process, & third party deceased claimant refund process. Show less I served as back-up supervisor to a Revenue Section Supervisor. I was responsible for the call flow of 12 employees working in a high-volume call center. This included monitoring phone activity using the automated call distribution system and coaching employees on how to better assist customers. I aided in the planning and organization of the work of the unit and was responsible for the distribution of work. My primary duties included the preparation of Georgia Department of Revenue Refund Requisitions for paper check refunds and direct deposit refunds covering all tax types including Individual, Corporate, Sales Tax, Withholding, Fiduciary, Motor Fuel. I was also responsible for the preparation of requisitions for deceased taxpayer refunds ensuring that surviving spouses or proper decedents receive refunds. Show less Handled written protests received in response to tax assessment to corporations with a business nexus in the state of Georgia. Utilizing knowledge of state tax laws and regulations adjusted accounts to reflect changes in filing status, year-end changes, and received dates. Worked with Sales Tax, Withholding, Individual, Partnership, Best Credits, and Fiduciary protest examiners to locate corporate estimate payments and/or credits that were incorrectly posted and redirected payments to appropriate accounts. Recalculated and reposted corporate tax returns that were processed incorrectly and approved or denied corporate taxpayer requests for adjustments to amounts due. Provided detailed instructions to taxpayers in the use of Revenue form 600 & 600S. Also provided instruction booklets for corporate taxpayers which aided in the calculation of the appropriate interest & penalty on late filed returns. My duties also included providing assistance to taxpayers requesting waivers of penalty and interest. In addition, I assisted field agents in the final collection of seriously delinquent accounts providing the necessary information for them to complete collection activity. Show less

  • Assistant Director, Alcohol & Tobacco Division

    Feb 2014 - now

  • Manager- Income Tax, Tax Credits, and Tax Incentives

    Dec 2013 - Feb 2014

  • Manager- Individual Income & Fiduciary Tax

    Jul 2010 - Dec 2013

  • Supervisor- Registration & Licensing

    Aug 2008 - Jul 2010

  • Supervisor- CTA Accounting/File Maintenance

    Jul 2006 - Jul 2008

  • Tax Examiner 3- Back Up Revenue Section Supervisor

    Mar 2005 - Jul 2006

  • Team Lead- Tax Examiner 2

    Mar 2004 - Mar 2005