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Click here or scroll down to respond to this candidatePROFESSIONAL CALLCENTER SERVICEREPRESENTATIVETaheraJonesPHONE NUMBER AVAILABLEEMAIL AVAILABLEMiddletown, Ohio 45044CONTACTSKILLS Critical Thinking Active Listening Peer-to-Peer Work Time Management Microsoft Office Proficient in Software Program]Adept at creating engaging, SEO-friendly copy for a variety of industries. Ambitious individual with strong organizational and multitasking skills, as well as an aptitude for technology. Ready to apply knowledge and skills to any challenge. Seeking to utilize excellent communication, interpersonal, and organizational skills to complete tasks. Reliable with a good work ethic and the ability to quickly adapt to new tasks and environments. Reliable worker with excellent communication, time management, and computer skills. A driven and detail-oriented individual with a desire to use analytical and problem-solving skills to meet goals.CAREER OBJECTIVEMay 2023 - October 2023Web Content ModoratorWebhelp America, Mason, OhioJanuary 2019 - March 2023Tax PreparerEXPERIENCE Tracked key performance indicators related to website performance. Implemented new technologies such as CMS systems or analytics tools when needed.Analyzed metrics to measure performance of web content across multiple platforms.Ensured compliance with legal requirements for online publishing activities.Monitored user experience on the website to identify opportunities for improvement.Analyzed web analytics data to identify trends in user engagement, inform decisions about content production, and improve overall performance.Incorporated SEO best practices by integrating keywords, in-line links, and formatting.Cultivated relationships with influencers in relevant industries in order to promote company initiatives through their channels.Reviewed or updated web page content or links using appropriate tools.Monitored web developments through continuing education, reading and participation in professional conferences, workshops, and groups. Identified and addrest interoperability requirements. Researched industry trends in order to stay ahead of competitors in terms of web content development and delivery methods.Worked closely with marketing team to ensure that all campaigns were optimized for success on the website.Liberty Tax, Middletown, OHMarch 2022 - February 2023Customer Service RepresentativeStaffmark/Maersk, West Chester, OhioPrepared a variety of forms including 1040s, 1099s, W-2s, Schedules C and E as well as other state-specific forms. Utilized tax preparation software to accurately prepare tax returns. Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances.Utilized advanced knowledge of taxation laws, regulations, and filing procedures to maximize deductions and ensure compliance with all applicable rules.Assisted taxpayers in understanding their rights, responsibilities, and obligations under current taxation laws.Submitted electronic filings via IRS e-file system while adhering to deadlines set by the agency.Developed strong client relationships through excellent customer service and ongoing communication throughout the tax preparation process.Prepared federal tax documents by assembling and analyzing financial information and completing forms with tax-related software.Completed all tax forms in accordance with policies and in compliance with legislation and regulations.Identified potential deductions that clients may be eligible for based on their individual circumstances.Assisted in preparing or prepared simple to complex tax returns for individuals or small businesses.Performed detailed analysis of financial documents to accurately complete tax returns for individuals and businesses.Maintained accurate records of all transactions related to taxes prepared for future reference.Reviewed income statements and documentation of expenditures to complete tax returns. Met with clients to discuss individual tax needs and provide advice. Developed comprehensive knowledge of tax regulations and filing procedures.Interpreted data from various sources such as bank statements, investments accounts., into accurate entries on the return form.Attended seminars, workshops, conferences focused on topics related to taxation law updates or changes.Processed payments from clients by calculating appropriate fees according to services rendered.Calculated form preparation fees according to return complexity and required processing time.Handled customer complaints and inquiries in a courteous and efficient manner.March 2019 - March 2022Customer Care AdvocateEversana, Mason, OhioProvided exceptional customer service to ensure customer satisfaction.Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.Maintained a high level of professionalism when dealing with difficult customers. Resolved customer complaints promptly and efficiently. Developed strong customer relationships and loyalty through effective communication.Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.Developed positive relationships with customers through friendly interactions.Responded to telephone inquiries and complaints following standard operating procedures.Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships. Performed data entry tasks accurately and in a timely manner. Processed orders, returns, and exchanges in an accurate and efficient manner. Met daily customer service quotas with a focus on quality. Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.Logged details of customer service calls in computer system following correct protocols.Tracked all incoming calls and emails from customers using appropriate software applications.Followed up with customers regarding product functionality and overall satisfaction.Monitored daily performance metrics such as call volume, wait times, resolution times.Researched complex customer inquiries using internal databases and resources.Demonstrated strong communication skills while interacting with customers via phone, email, chat or other channels.Provided excellent customer service, resolving inquiries and complaints in a timely manner.Performed administrative tasks such as preparing documents, entering data into the system.Provided excellent customer service to patients, physicians, nurses and other healthcare professionals in a professional manner.July 2013 - March 2019Call Center RepresentativeMacy's, Mason, OhioAdhered strictly to HIPAA regulations related to confidentiality of patient information at all times.Input patient and prescription information to produce product labels and assist in prescription filling process.Demonstrated knowledge of pharmaceutical terminology including generic and brand names and abbreviations.Maintained patient confidentiality when handling records and sensitive data.Resolved customer complaints quickly and efficiently while maintaining good rapport with all customers. Verified dosages and measured medications for prescriptions. Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.Proficiently handled high call volumes while maintaining quality service standards.Met performance goals and call center metrics in fast-paced performance setting.Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement. Built trust with customers through personalized conversations. Demonstrated excellent customer service skills when dealing with client inquiries.Managed customer accounts by providing accurate information on product availability and pricing.Worked with management teams to develop annual sales plans, goals, and targets.Called and met with regular and prospective customers to build long-term customer relationships and networks.Provided technical assistance to customers in order to resolve issues promptly.December 2002GEDHamilton Highschool, HamiltonEDUCATIONRobert Hudson Eversana/WebhelpSupervisorPHONE NUMBER AVAILABLEREFERENCESCoworkerEMAIL AVAILABLEElbert Smith WebhelpCoworkerPHONE NUMBER AVAILABLEEMAIL AVAILABLECo-worker |
