KATHERINE VAUGHAN

Waterbury, CT ***** 203-***-**** ad4j9j@r.postjobfree.com

Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing client rapport. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented, passionate about developing relationships, cultivating those relationships, and growing businesses. Organized and dependable at managing multiple priorities and meeting deadlines.

Skills

Customer Service Training

Collaborative Team Player

Friendly and Patient

Customer Communication and Empathy

Tax Preparation, Tax Law Research, and Knowledge

Critical Thinking and Organizational Skills

Analytical and Methodical

Documentation

Microsoft Windows, Excel, Data Entry; Multi-Line Telephone Systems

Client Relationship Management

Information Security

Remote Technical Support

Work History

Service Desk Analyst May 2023 -April 2024

TEKsystems Work from Home

Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.

Addressed customer concerns and decided when to escalate problems.

Engaged in user support interactions via telephone and email platforms.

Resolved common user concerns by utilizing preset issue resolution methods.

Attended weekly team meetings to enhance product and service knowledge and gain insight into problem-resolution strategies.

Collaborated with internal partners to effectively resolve user-end technical issues.

Diagnosed and troubleshot hardware, software, and network issues.

Evaluated user problems, using test methods, personal expertise, and probing questions.

TAX PREPARER/CUSTOMER SERVICE Jan 2013 - Jan 2023

TAX SERVICES OF AMERICA, Jackson Hewitt Tax Services

Prepared tax returns for clients in various industries according to government regulations and requirements by completing and filing returns with local, state, and federal tax departments.

Assessed client tax situations to determine the best filing options by reviewing client’s tax filing papers to determine eligibility for additional tax credits or deductions.

Maintained complete records of client tax returns and supporting documentation in secured areas.

Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.

Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities.

Utilized proprietary tax software to prepare returns and meet deadlines.

Offered clients recommendations to reduce tax liabilities.

Maintained compliance by adhering to current tax laws and regulations.

RECRUITING ASSISTANT Jan 2020 - Oct 2020

UNITED STATES CENSUS BUREAU

Served as enthusiastic first contact for potential interviewees.

Participated in public speaking events emphasizing the importance of the Census.

Maintained contact with non-profits, community activists, and educators.

Focused on the accurate completion of the 2020 Decennial Census.

Canvassed local communities in a grass-roots effort to educate about the 2020 Census.

CUSTOMER SERVICE AND SALES AGENT Jun 2016 - Dec 2019

PORTER PRESTON

Managed client interactions daily, completing product quotations resulting in over $300,000 in sales.

Responded to customer questions about products and services, offering advice and assistance paying attention to special needs or wants.

Educated designers on the appropriate products needed to complete their installation.

Participated yearly in company marketing and product education seminar.

Demonstrated a high attention to detail, organization and management of multiple tasks and projects simultaneously.

TAX PREPARER Jan 2012 - Jan 2013

LIBERTY TAX

Prepared tax returns while training as a Tax Preparer.

Focused efforts on customer service and building clients trust and loyalty.

CUSTOMER SERVICE REPRESENTATIVE Jan 2010 - Jan 2011

CRYSTAL ROCK

Processed orders and tracked on-time and accurate deliveries of essential water products.

Interfaced with all stakeholders to quickly resolve customers' issues.

Education

MOUNT VERNON HIGH SCHOOL Mount Vernon NY

Tax Law

Annual Tax Refresher (AFTR) IRS Federal/State of Connecticut

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