Customer Service Support Agent

Cynthia McClellan

**** *** **** • Memphis, TN ***12

901-***-**** • ********@****.***

SUMMARY OF QUALIFICATIONS

Acquired 8 years of experience as a Tax Preparer, an Office Leader, and a Tax Instructor at H&R Block.

Most recently, work as owner, manager, bookkeeper, tax preparer, and customer service at Affordable Financials from January 2011.

Graduated and studied Business/Accounting at University of Phoenix (June 2013)

Masters in Accounting at University of Phoenix (November 2015)

PROFESSIONAL WORK EXPERIENCE

Customer service rep and Product Support Agent January 2019 - Present

LiveOps (Bath and Body Works and Intuit)

Supports customers by providing helpful information, answering questions, and responding to complaints. Acknowledging and resolving customer complaints. Have basic knowledge of products so that you can answer questions. Processing orders, forms, and requests. Maintaining a positive, empathetic and professional attitude toward customers at all times. Ensure customer satisfaction and provide professional customer support

Research, navigate, and locate answers from webpages/resources independently while engaging the customer.

Use your analytical, critical thinking, and organizational skills in combination with your troubleshooting and problem-solving knowledge. Demonstrate a sincere desire to assist the customer and put the customer's needs first. You’ll be helping our customers do their own taxes by providing expert guidance, tax explanations, and advice so they can file confidently with TurboTax.

Owner, Manager, Bookkeeper, Tax Preparer, and Customer Service January 2011 - Present

Affordable Financials

Assist and help clients with their problems via phone or in person. Research information for clients. Answer questions and help clients receive biggest tax breaks and refunds. Review, check data, and verify computations. Maintain records of tax returns. Extract electronic tax returns and forms when information is missing. Calculate fees for clients. Counsel clients on starting their own business. Processing accounts receivable and accounts payable, reconciling bank statements. Updating accounts receivable. Light bookkeeping. Receiving and distributing supplies. Processing month-end close-out. Updating interagency payables and receivables. Handle all financial recordkeeping. Printing checks for customers. Mail tax forms to the Internal Revenue Service for clients. Marketing of the business. Filing highway taxes (Form 2290). Meet with clients to discuss their tax preparation needs. Complete simple tax returns to complicated tax returns for small business clients.

Customer Service Agent/Agent Assist/SME January 2019 – May 2019

Concentrix (Intuit)

Provide exceptional customer service at all times while responding to phone calls troubleshooting issues and address routine Tax Support questions. Follow through with our customers’ requests, feedback and questions

Track down and get to the root of any issues that arise for our customers. Use superb computer skills and multi-tasking abilities. Actively contribute to the knowledge base content by linking, flagging and recommending updates. Utilize government websites and toolkits to seek out and deliver the right answer to the customer.

Document customer interactions and properly escalate issues that do not have a known resolution. Represent the TurboTax brand and spirit by demonstrating empathy for the customer, empowering and partnering with the customer, personalizing the experience, and providing them the confidence that they can do their own taxes. Helped with training new hire and certifying them to talk on the phone. Helped other agents with solutions for the customer, providing refunds and discounts for customers.

Customer Service Agent/ELL (Empowered Leaders Line) March 2016 - January 2017

Sykes at Home

Setting payment arrangements with customers, lite selling of new plans and products, and changing customers’ current plan with a better plan. Returning customer calls customers’ calls and offering a better plan once their original plan has end. Attracting potential customers by answering product and service questions; suggesting information about other products and services. Opens customer accounts by recording account information. Maintains customer records by updating account information. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs

Office Leader January 2005 - January 2010

H & R Block, 3919 Getwell, Memphis, TN, 38111

Responsible for the overall operation and results of H&R Block retail tax office. Supervision, training and coaching of office associates. Make sure clients receive outstanding service. Help set office goals and drive associates to exceed their goals. Implement company policies and ensure compliance. Help associates with business development. Knowledgeable on tax products and topics. Prepare accurate and complete tax returns for clients. Correct and monitor payroll. Marketing.

Tax Preparer January 2002 - January 2010

H & R Block, 3919 Getwell, Memphis, TN, 38111

Met with clients to discuss their tax preparation needs. Complete simple tax returns to complicated tax returns for small business clients. Review, check data, and verify computations. Research information for clients. Answer questions and help clients receive the biggest tax breaks and refunds. Maintain records of tax returns. extract electronic tax returns and forms when information is missing. Calculate fees for clients. Train new tax preparers on procedures and policies.

Tax Instructor July 2005 - December 2009

H & R Block, 3919 Getwell, Memphis, TN, 38111

Prepare and teach classes using H and R Block’s course material. Answers students' questions thoroughly and research tax issues to give accurate answers when necessary. Grades quizzes and exams. Provide feedback to

students. Communicates with the District Manager about students' progress and employment potential. Project a positive image for H and R Block.

Authorization and Customer Service Representative

American Home Shield, 6399 Shelby Oaks Dr, Memphis, TN 38134

Taking inbound calls and renewing customer contracts. Resolve customers’ issues and make sure vendors adhere to policy provisions. Approve work to be done or offer customers other alternatives in lieu of repairs.

EDUCATION

Masters of Science in Accountancy, University of Phoenix, March 2016

Bachelor of Science in Business/Accounting, University of Phoenix, June 2013

ADDITIONAL INFORMATION AND SKILLS

Skills: Call Center experience. Some collections and selling. Knowledge of general accepted accounting practice. Knowledge of tax practices. Excellent customer service skills and able to work in a fast paced environment. Excellent oral and writing communication including presentation skills. PC literate including Microsoft Office products. Strong organizational and administrative skills. Excellent interpersonal skills. Ability to meet deadlines. Ability to meet or exceed performance competencies. Demonstrated leadership and problem solving. Ability to prioritize tasks. Work on multiple assignments and manage successfully. Ability to work both independently and as part of a team with professionals of all levels. Ability to plan. A desire to grow a business. Customer service. Product Knowledge. Quality focus. Market knowledge. Documentation skills. Listening. Phone skills. Resolving conflict

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