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Click here or scroll down to respond to this candidateCandidate's Name
Concord, NC Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEI am an experienced customer service representative with over eight years of expertise in telephone- based customer service. My background encompasses sales, technical support, and customer care. I am devoted to delivering exceptional service by quickly understanding customer requirements and offering effective solutions. Even in challenging situations, I maintain a positive and professional demeanor while remaining approachable.Authorized to work in the US for any employerAuthorized to work in the US for any employerWork ExperienceTax PreparerJDA TSG-Charlotte, NCApril 2023 to April 2024 Tax Preparation & Filing: Assist customers in preparing and filing their tax returns using Intuits TurboTax software. This includes reviewing tax documents, inputting data, and ensuring accurate calculations. Customer Support: Provide live support to customers via video, phone, or chat, helping them navigate the software and answer any tax-related questions. This might involve explaining tax concepts, troubleshooting issues, and guiding customers through complex tax scenarios. Expert Advice: Offer professional tax advice and strategies to customers, ensuring they maximize their tax refunds or minimize their tax liabilities. This includes staying updated on current tax laws and regulations. Quality Assurance: Ensure all tax returns prepared meet Intuits quality standards, and adhere to federal and state regulations. You may be responsible for reviewing and correcting returns before they are submitted. Continuous Learning: Stay up-to-date with changes in tax laws, software updates, and company policies. Participate in ongoing training and development opportunities provided by Intuit. Customer Interaction: Engage with customers in a professional and friendly manner, building rapport and trust. Handle customer concerns and complaints effectively, ensuring a positive customer experience. Senior Customer Service CoordinatorAllstate Insurance-Charlotte, NCJune 2021 to June 2023I work closely with Allstate agency owners to facilitate a seamless transition to the AAV phone system. My responsibilities encompass providing support for inquiries, addressing complaints, and resolving IT- related issues. Additionally, I coordinate and schedule suitable appointments for technicians to assist in implementing the new phone system. Furthermore, I manage and process ticket requests initiated by agency owners. My role involves a comprehensive blend of technical support, communication, and efficient coordination.Tax PreparerLiberty Tax Service-Concord, NCJanuary 2020 to April 2023Develop and implemented tax planning strategies for high net worth individuals, resulting in a 15% reduction in tax liability and a 20% increase2020-2022 client satisfaction. Conducted thorough research and analysis of tax laws and regulations to identify and maximize tax credits and deductions, resulting in a 25% increase in tax savings for clients. Provided expert guidance and advice to clients during IRS audits, resulting in a 90% success rate in resolving disputes and avoiding penaltiesEstimate tax returns, deductibles, liabilities, and expenses. Prepare quarterly and annual reports to collect data from income statements and expense documentsService Desk Team LeadCurvature-Charlotte, NCNovember 2019 to March 2021I oversaw the Global IT Service Desk Queue, ensuring prompt resolution of customer support incidents and adherence to SLA deadlines. I served as an escalation point and subject matter expert, guiding the team and assisting with leadership responsibilities during my shift. In the Manager's absence, I stepped into a leadership role for the Service Desk. Additionally, I offered backup support to colleagues as needed in their job functions.Service Desk AgentCurvature-Charlotte, NCAugust 2018 to March 2021I authored technical documentation for internal IT processes and procedures, and created help desk tickets for employees, routing them to the relevant departments. I supervised dashboards, reports, forms, templates, and chats within the Customer Relationship Management system. Monitoring the Global IT Service Desk Queue, I ensured timely resolution of customer support incidents and adherence to SLA deadlines. As an escalation point and expert, I facilitated shift leadership and direction. In the Manager's absence, I led the Service Desk and offered backup support to team members as needed. Achieving Gold/ Silver performance, I consistently surpassed monthly metrics. I mentored new hires and was selected for specialized projects to enhance documentation and meet compliance goals. Handling inbound calls from Clients and Field Engineers, I managed helpdesk service tickets from initiation to closure and dispatched technicians for equipment and printer services.Customer Service RepresentativeOptum UHC-Concord, NCSeptember 2016 to April 2018I handle premium payments for United Healthcare's billing department and assist members in scheduling doctor appointments. Additionally, I provide benefit quotes to members and aid them in locating providers within our network.In addition to my responsibilities with premium payments, appointment scheduling, and benefit quotes, I also excel in building strong relationships with members. Through effective communication and active listening, I ensure their needs are understood and addressed. Moreover, I leverage my deep understanding of United Healthcare's services to offer personalized recommendations that maximize the value of their coverage. My commitment to delivering exceptional service consistently contributes to a positive member experience.Personal Care AssistantRHA Health Services-Cleveland, NCFebruary 2016 to October 2016In my role, I compassionately cared for both adults and children with mental disabilities. I assisted them in their daily routines, including helping them with personal hygiene, dressing, and preparing for the day ahead. Beyond that, I took on the responsibility of cooking nutritious breakfast and lunch meals tailored to their dietary needs. Ensuring their educational and social engagement, I transported them to school and activity centers, fostering their growth and development in a supportive environment. EducationAssociate's degree in CybersecurityDeVry University-Chicago - Charlotte, NCAugust 2023 to Presenthigh school diplomaPerformance learning center - Concord, NCSkills Billing Specialist (2 years) Customer Service Skills (8 years) Benefit advocate (2 years) Customer Service (8 years) Call Center (6 years) Customer Care (6 years) Customer Support (6 years) Excel Microsoft Word Microsoft Office Medical Billing (2 years) Help Desk (4 years) Communication skills (6 years) Insurance Verification (2 years) Desktop Support Medical Scheduling Technical Support Microsoft Windows Tax Experience (2 years) IT Support Software Troubleshooting Salesforce CRM software Customer relationship management ServiceNow Negotiation Typing Help desk Customer service Google Docs Live chat Analysis skills Operating systems Training & development Relationship management Remote access softwareCertifications and LicensesFirst Aid CertificationCPR Certification |
