AMANDA D ARTHUR-SMITH

RESEARCH ANALYST

Bonner Springs, KS 66012

adz94g@r.postjobfree.com

+1-913-***-****

Work Experience

Research Analyst

H&R Block - Kansas City, MO

May 2014 to September 2019

Work Summary

5 years call center experience

3 years in a supervisor role

5 years of inbound/outbound call center experience 15 years of experience analyzing and solving customer problems in an office, claims or customer service environment

20+years customer service experience

HRB Professional Resources-

Research Analyst(2014-present)

Responsible for adherence to SLA, managing workflow, contributing feedback, and working on special projects.

Successful at exceeding metrics every month

High level of productivity, efficiency, and accuracy in work produced. Collaboration with team and across teams for enhanced process improvements, delivering exceptional client service results.

Research and analysis on moderately complex new or revised federal and/or state tax issues with a focus on identifying impacts software products.

Evaluate and analysis of documentation, adhere and enforce terms and conditions of legal contract Review complex tax issue, audit for accuracy, and compliance with legal terms, state, local, and federal laws. Evaluate all transactions for SOX compliance. Provide support to field associates with client communication and facilitate customer experience answering email and phone inquiries as needed.

Daily Auditing workflow QA guidelines to meet established SLA's Coordinate with internal/external associates, supervisors, managers, departments, to facilitate solutions. Identify and resolve operational problems using standards operating procedures, expertise and judgment Project Management/Administrative duties

Senior Tax Analyst

H&R Block - Bonner Springs, KS

January 2006 to April 2019

3 years Operational Manager-Sales and Services Retail Increased client base by 25% 3 years in a row

Workforce Planning/Forecasting/Scheduling

Reporting Analysis/Establishing individual and team best practices and goals revolving around key metrics

Process client POS payments /deposit reconciliation/cash handling Prepare complex personal and business tax returns

Financial data analysis/ Tax planning

Create and manage schedule for all agents in office Evaluated Employee performance, training, and coaching Technical Assistance and Support

Maintain All office equipment- phones, fax machine, POS system, server, desktop computers Set and Maintain individual and Goals Maintain and establish / company best practices 15 years tax professional

15 years handling consumer financial and banking products Customer Service Support Specialist-High Frequency Queue SPRINT CALL CENTER - Overland Park, KS

May 2010 to March 2014

Call Center

Responsible for improving customer retentions through programs and services offered

Work extensively with customer to resolve billing problems, account activation, and technical issues

Navigate multiple computer screens and programs while interacting with customer

Working knowledge and understanding of full suite of products

Analyze both routine and non routine problems with wireless equipment, software apps, and network performance to identify root cause and recommend corrective action

Recommend solutions to complex issues, be the customers advocate

Exceeded key metrics every months for last 6 months

Offer suite of products to improve customer experience 3 years supervisory-Asst team lead

Education

None in Business

JCCC and University of Phoenix - Overland Park, KS August 2009 to December 2010

High school in International Business

Shawnee Mission West High School - Overland Park, KS August 1991 to May 1995

Skills

• Microsoft Office Suite (5 years)

• Taxation

• Tax Preparation

• Cash Handling

• Customer Service

• SharePoint

• Office Experience

• Microsoft Word

• Microsoft Outlook

• Time Management

• Excel

• Microsoft Powerpoint

• Microsoft Office

• Computer Literacy

• Negotiation

• Financial Services

• Data Entry

• Microsoft Excel

• Receptionist

• training

• Project Management

• Management

• Data collection

• Data Analysis

Assessments

Accounting Skills: Bookkeeping — Expert

May 2019

Calculating and determining the accuracy of financial data. Full results: Expert

Project Management Skills: Time Management — Proficient May 2019

Measures a candidate's ability to prioritize and allocate time to effectively achieve project deliverables. Full results: Proficient

Human Resources Skills: Compensation and Benefits — Expert May 2019

Knowledge of compensation and benefits programs.

Full results: Expert

Call Center Customer Service — Expert

October 2019

Applying customer service skills in a call center setting. Full results: Expert

Logic & Critical Thinking — Expert

October 2019

Using logic to solve problems.

Full results: Expert

Organizational Skills — Highly Proficient

June 2019

Arranging and managing information or materials using a set of rules. Full results: Highly Proficient

Supervisory Skills: Interpersonal Skills — Proficient October 2019

Fostering a collaborative environment and conducting difficult conversations. Full results: Proficient

Numerical Reasoning Skills — Proficient

October 2019

Quickly and accurately performing basic mathematical operations, recognizing numerical sequences, and interpreting graphs.

Full results: Proficient

Project Management Skills: Budgeting — Highly Proficient October 2019

Managing project budgets by appropriately allocating and monitoring financial resources. Full results: Highly Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Skills Summary

• Flexible

• Customer Email Correspondence

• General Office Skills

• Administrative Skills

• Client Appt Setting System

• Technical Support

• Payroll Labor and Budget

• PeopleSoft system User

• Maintain Client and Medical Records

• Supervisory Experience

• Workforce Management

• Deliver Top Notch Client Service

• Medical Terminology

• Office Maintenance

• Technical Troubleshooting

• Report Maintenance

• Achieved Business Goals

• Front/Back Office Experience

• High-Efficiency performer

• Proficient Microsoft Office Suite

• Ability to multi-task

• Efficient

• Excellent Interpersonal Skills

• Ability to work in a fast-paced environment

• Interpret, understand, retain, and explain complex laws and issues

Contact this candidate