COURTNEY NIPPER

**** **** ******* ** ************ Fl 32258

904-***-****

adzagv@r.postjobfree.com

Vizergy, Jacksonville, FL

November 2016 – January 2022

Accounting // Customer Service Specialist

● A/R, A/P, Collections, Chargebacks, State Revenue Tax, Withholding Tax, Employment Tax and Customer service.

● Resolves and clarifies client's concerns, selects and explains the best solution to solve the problems and follows up to ensure resolution.

● Took calls regarding various account information and provided tailored assistance to clients to determine best options for account resolutions.

● Collected in excess of $500,000 for accounts past due one year, and now maintaining current status under 9%

● Salesforce, Financialforce, Quickbooks, All Excel Products

● Maintains executive's appointment schedule by planning and scheduling meetings, conferences, teleconferences, and travel.

● Maintains office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; evaluating new office products; placing and expediting orders for supplies; verifying receipt of supplies.

● Conserves executive's time by reading, researching, and routing correspondence; drafting letters and documents; collecting and analyzing information; initiating telecommunications. Accelerated Tax Solutions, Jacksonville, FL

September 2015 – October 2016

Director of Client Services/ Account Management Team

● Guided and oversaw a staff of 20 team members and over 1600 active cases.

● Developed, monitored and improved key performance metrics for operations including client satisfaction, productivity and efficiency data.

● Planned, selected, and executed new departmental plans for training and success in functional areas to result in a profit center driven approach.

● Served as an escalation point for issues impacting our company, online ratings or BBB complaints.

● Lead resource for all managers on the floor for complaints and concerns of the clients.

● Provided all disciplinary action needed throughout the department.

● President of the Fun Committee! I planned and executed onsite and offsite events revolving around our office culture.

Web.com, Jacksonville, FL

July 2014 – September 2015

Accounts Receivable Specialist

● A/R, collections, customer service for billing and settlements.

● Well-versed in being able to identify relationship opportunities, matching appropriate products and services to meet client needs.

● Processing of customer refunds, credit card disputes of all levels and settlement reconciliation.

● Communicate and reconcile with internal representatives from multiple departments within Web.com.

● Support any escalations regarding refunds, disputes, and questions across multiple platforms.

● Communicated with empathy, patience, and understanding and identified solutions to ensure client satisfaction and diffuse conflicts.

● Receive and handle customer's inquiries via phone and email for a quick resolution.

● Debits and receipts entry of all cash items.

Tax Defense Network, Jacksonville, FL

Oct 2009 – July 2013

Senior Tax Account Manager

● Apply comprehensive accounting knowledge to effectively analyze tax reports and to determine and communicate the impact of applicable taxes (domestic, foreign, deferred).

● Complete financial analysis for payment structure for the IRS within deadlines to prevent and lift wage

& bank levies.

● Maintain a client caseload of 200+ at all times. Handle all escalations and special white glove cases.

● Prepare state and local income, business license, property tax, gross receipts for tax returns.

● Collaborate with customers on personal finance with regard to tax effects on the IRS. Web.com, Jacksonville, FL

Apr 2005 - Aug 2008

Lead Customer Service/ Retention Department

● Website consultant for online marketing for small to medium size businesses.

● SEO implementation to customer's website campaign for client retention.

● Consistently at an 85% + client save rate.

● Achieved a customer satisfaction score of 92% and exceeded all key performance indicator targets.

● SEM practices for product/service knowledge, and search trends analysis of current SMB markets. Online marketing consultation to clients for an ROI analysis.

● Handled 100 -200 calls daily for the customer service department using negotiation skills and retention tools available including numerous customer escalations requiring call control and de-escalation skill set.

● Develop new scripts in collaboration with the call center manager and provide training to customer service representatives on best practices, reducing average call times.. Skill Set

● A Call Center Representative with 20 years of professional experience providing quality customer service within a wide range of industries. Adept at handling high call volumes on a daily basis and identifying opportunities to enhance client satisfaction.

● A Specialist who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers. Able to rapidly gain product knowledge.

● Ability to read, write, analyze and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents.

● Proficient with State Revenue & Labor Departments; Department of the Treasury

● Proficient in Microsoft Excel, Office, Outlook, Word, Mail Merge, CMS, Salesforce, Financialforce NetSuite, ReD, One Shopping Cart, Amex, AP Solutions Education

● Nease High School - St Augustine

● FCCJ- Continuing Education

● Enrolled Agent Training

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