Call Center Technical Support
Resume:
JOSETTE
MOORE
New Bern, NC *****
ad5m30@r.postjobfree.com
EXPERIENCE
Product Support II Navigation TaxAct (Remote)
MAY 2021-PRESENT
High-volume call center handling upwards of 60-80 contacts per shift.
Inbound contacts via live-chat, phone, or email.
Provide second-level technical support and assistance to customers navigating through TaxAct software products.
Troubleshoot and resolve complex technical issues related to navigation, usability, and functionality.
Assist customers via phone, email, and chat channels, ensuring timely and effective resolution of inquiries.
Utilize in-depth knowledge of TaxAct software to guide customers through product features and functionalities.
Document customer interactions, issues, and resolutions in the company's CRM system.
Collaborate with cross-functional teams to escalate and resolve escalated customer issues promptly.
Stay updated on product updates, enhancements, and changes to provide accurate support and guidance to customers.
Contribute to the development of support documentation, training materials, and knowledge base articles to improve customer self-service options.
Seasonal Tax Preparation Assistant Intuit (Remote)
DEC.2020-MAY 2021
High-volume inbound/outbound contact center handling upwards of 60-75 contacts per shift.
Calculate tax payments and assist clients with estimating returns, deductions, and liabilities.
Prepare quarterly and annual tax reports and ensure compliance with tax regulations.
Gather and review client financial data, identifying discrepancies and errors.
Help clients complete tax documentation and provide accurate tax-related guidance.
Stay updated on tax laws and trends to offer relevant advice and recommendations.
Maintain clear communication with clients and collaborate with team members.
Ensure adherence to Intuit's policies and deliver exceptional customer service throughout the tax preparation process.
Business Consultant Self-Employed
FEB.2017-DEC.2020
NEW BERN, NC 28562
Organize and execute assigned business projects on behalf of clients (recruiting, payroll, promotional campaigns etc.) according to client’s requirements
Meet with assigned clients when needed and perform an initial assessment of a problematic situation
Collect information about the client’s business through a variety of methods (shadowing, interviews, surveys, reading reports etc.)
Analyze and interpret data to unearth weaknesses and problems, and comprehend the causes
Formulate recommendations and solutions with attention to a client’s wishes, capabilities and limitations forming concise reports
Present findings and suggestions to clients with ample justification and practical advice
Develop detailed business plans to drive small or radical changes
Assist the client in implementing the plan and resolve any occasional discrepancies
Provide guidance for any occurring problems and issues.
Associate Advisor (Association of International Certified Professional Accountants)
JAN. 2011-FEB. 2017
NEW BERN, NC 28562
·Support senior advisors in providing financial planning services to clients.
·Conduct in-depth analysis of client financial data and prepare comprehensive reports and presentations.
·Participate in client meetings, assisting with note-taking, analysis, and follow-up activities.
·Coordinate team efforts to enhance efficiency, quality, and control through process improvements and system enhancements.
·Mentor junior team members, providing guidance and support in developing technical and client service skills.
·Learn technical skills to prepare to service clients as a Financial Advisor, including topics such as investment management, cash flow projections, insurance, tax planning, and estate planning.
·Contribute to the development and execution of financial plans for clients, incorporating their individual needs and goals.
·Assist in the preparation of asset allocation strategies and investment recommendations.
·Collaborate with portfolio managers and client advisors on the investment management of client portfolios, which include public and private investments.
·Provide exceptional customer service to clients, addressing inquiries, concerns, and requests in a timely and professional manner.
·Stay updated on industry trends, regulations, and best practices to provide informed advice and recommendations to clients.
·Act as a trusted advisor to clients, building long-term relationships based on trust, integrity, and personalized service.
Dialysis Technician Davita
Apr. 1998- Jan. 2011
NEW BERN, NC 28562
Delivered high-quality hemodialysis treatment, maintaining patient comfort and safety throughout procedures.
Conducted thorough patient assessments, recording vital signs and medical history to inform treatment plans.
Communicated effectively with patients, providing clear instructions and addressing any questions or concerns.
Collaborated with healthcare team members to ensure comprehensive patient care and treatment coordination.
Maintained meticulous records of patient data, treatment plans, and outcomes for accurate documentation and reporting.
Prepared dialysis machines, assembled equipment, and monitored patient vitals before, during, and after treatment sessions.
Educated patients on dialysis procedures and alleviated anxieties by explaining the process and addressing concerns.
Ensured cleanliness and sterilization of access areas, adhering to infection control protocols.
Monitored equipment settings and patient responses, promptly identifying and addressing any deviations from normal parameters.
EDUCATION
Washington High School
GRADUATED 1994
SKILLS
Accounting
Microsoft Word
Excel
Outlook
Teams
Project Management
Financial Planning
Strong verbal and written communication
Analytical
Leadership
Customer Service
Level 2 Technical Support
Documentation
Data Entry
Tax Preparation
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