Customer Experience Webinar Series

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About This Series

This webinar series is for the FTA Customer Experience (CX) series, covering a variety of topics every two weeks starting April 23. If you're unable to join, you may view the recording of this session once it is published.

Meet The Presenters

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    Max Lettery
    Program Administrator, Taxpayer Services, 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.
  • 1713208908-87b3ce73d1478fbb
    Rebecca Lopez Kriss
    Deputy Commissioner for Policy, Outreach, and Taxpayer Assistance Programs at City of Philadelphia Department of Revenue
    As Deputy Revenue Commissioner, Rebecca Lopez Kriss leads Revenue’s inter-governmental affairs and policy group, oversees technical tax staff, outreach and communication teams, and the taxpayer assistance and tax credit group. Her efforts support the Department’s behavioral science initiatives, including data-driven communications projects, and improving and expanding outreach efforts.

    Before her appointment in 2019, she was a Revenue Senior Policy Analyst and the Director of Strategic Outreach. Formerly, she was the Director of Marketing and Communications for the Philadelphia Department of Commerce, where she supported the creation of the Startup PHL Call for Ideas program, working to attract and retain tech firms in Philadelphia.

    With a passion for civic engagement, she strives to enhance service delivery and improve the quality of life for all Philadelphians. She holds a Master of Public Policy from the Gerald R. Ford School of Public Policy, University of Michigan.
Sessions in this Series
  • C6
    Customer Experience: Enhancing Voluntary Compliance Through Excellent Service
    During this session we will discuss the difference between the concept of Customer Experience and what we have traditional “Customer ... View more
  • E7
    Employee Experience: How Employee Experience Impacts Customer Experience
    One of the key drivers to providing an excellent customer experience is to ensure staff members interacting with customers are happy ... View more
  • H3
    Handling Sensitive Customer Interactions
    Customer Experience representatives often encounter customers requiring a skilled approach. Some customers have received news from t... View more
  • G4
    Gathering and using Voice of the Customer
    Mike Lee with the State of Utah will present what his agency is doing to gather and use the voice of the customer. After his present... View more

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