Customer Service Client
Resume:
I S
Ingrid Smalls
Professional Summary
CSR Representative with over 27 years of diverse experience, including significant roles in customer service, tax preparation, and business management. Exhibits a strong proficiency in client service, staff management, and negotiation, underpinned by a history of enhancing customer satisfaction and operational efficiency. Adept at data collection and analysis, demonstrating a meticulous approach to problem-solving and process improvement.
Work History
Equiniti-ICS - Proxy Solicitor (REMOTE)
Brooklyn, NY
08/2023 - 03/2025
Closet Divaz Mobile Boutique - CEO
Marion, United States
07/2014 - 07/2024
Fostered an environment of continuous learning among team members, providing opportunities for professional growth.
●
Created customized presentations for client meetings, highlighting key issues and proposed solutions within their respective industries.
●
Developed strong relationships with institutional investors, fostering trust and confidence in the solicitation process.
●
Strengthened company reputation through consistent delivery of excellent results in contentious shareholder situations.
●
Adapted quickly to changing client needs, demonstrating flexibility and agility in the face of evolving business requirements.
●
● Managed day-to-day business operations.
Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
●
Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
●
Consulted with customers to assess needs and propose optimal solutions.
●
Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
●
*****************@*****.***
Marion, SC 29571
Skills
● Data collection and analysis
● Customer relations
● Staff management
● Client service
● Management
● Sales leadership
● Scheduling
● Data entry
● Problem resolution
● Call center experience
● Professional telephone demeanor
● Call center operations
Education
06/1987
Crossland Senior High
Camp Springs,Md
GED
03/2003
Northern Virginia Community College
Virginia
No Degree: Business
Liberty Tax - Tax Preparer
Marion, United States
12/2017 - 11/2023
Select Quote - Lead Customer Service Representative (REMOTE)0 Kansas City, United States
04/2014 - 10/2017
Managed tax preparation for diverse client base at Liberty Tax from Dec 2017 to Nov 2023
●
Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
●
● Analyzed financial records to verify accuracy of tax returns. Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
●
● Assessed client tax situations to determine best filing options. Completed and filed returns with tax departments at local, state, and federal levels.
●
Maintained complete records of client tax returns and supporting documentation in secured areas.
●
Educated clients on tax planning strategies, helping them save money in future years.
●
Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
●
Prepared tax returns for clients in various industries according to government regulations and requirements.
●
Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
●
Acted as a liaison between clients, sales representatives, and other internal teams to ensure seamless collaboration efforts.
●
Utilized CRM tools effectively to manage client information, streamline workflows, and track progress towards goals.
●
Reduced wait times for customers by efficiently managing high call volumes during peak periods.
●
Fostered a positive work environment by encouraging open dialogue among team members regarding obstacles faced in daily operations.
●
Provided exceptional support to clients, fostering long-term relationships built on trust and reliability.
●
Implemented feedback from customers to improve processes and enhance overall user experience.
●
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
●
Followed up with customers about resolved issues to maintain high standards of customer service.
●
Met customer call guidelines for service levels, handle time and productivity.
●
Managed a team of customer service representatives, consistently achieving performance targets and goals.
●
2 years of College, had to leave cause my
parents passed and had to take care of my
siblings
06/2010
Florence-Darlington Technical College
Florence, SC
Certificate of Technical Studies: Medical
Terminology
Pee Dee Community Action - Intake Worker
Marion, United States
11/2008 - 02/2014
TitleMax of Mullins - Assistant Manager
Mullins, United States
09/2002 - 10/2008
Conducted effective follow-ups with clients after initial intake appointments, ensuring ongoing support and addressing any emerging needs or concerns.
●
Enhanced client satisfaction by conducting thorough intake interviews and gathering accurate information.
●
Collaborated with case managers to ensure seamless handover of client information after the intake process, expediting service delivery and improving overall outcomes.
●
Reduced waiting times for clients during the intake process, implementing efficient scheduling practices and time management techniques.
●
Managed high-pressure situations effectively while working under tight deadlines during busy periods in the intake department, prioritizing tasks efficiently without compromising quality of service.
●
Increased case management effectiveness with timely data entry of client information into relevant systems.
●
Actively participated in staff meetings and professional development opportunities, continuously seeking to enhance knowledge and skills related to intake work processes and best practices.
●
● Completed intake assessment forms and filed clients' charts.
● Maintained accurate and up-to-date client records. Answered phone calls and provided new clients with required paperwork to initiate service.
●
Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
●
Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
●
Supervised day-to-day operations to meet performance, quality and service expectations.
●
Maintained a clean, safe, and organized store environment to enhance the customer experience.
●
Developed strong working relationships with staff, fostering a positive work environment.
●
Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
●
Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
●
Improved customer satisfaction by addressing and resolving complaints promptly.
●
Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
●
Nationwide Credit Corp - Lead Collection Specialist Alexandria, United States
04/1997 - 06/2002
Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
●
Conducted employee performance evaluations, providing constructive feedback for growth and development.
●
Conducted performance evaluations and provided constructive feedback to employees.
●
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
●
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
●
Enhanced debt recovery rates by implementing effective collection strategies and techniques.
●
Introduced innovative solutions such as automated reminders, contributing to higher contact rates between agents and customers.
●
Negotiated payment plans with customers to achieve mutually beneficial outcomes for both parties.
●
Reduced delinquency rates with proactive monitoring of accounts and implementing timely interventions.
●
Oversaw the review of outstanding account balances regularly, prioritizing cases based on risk factors such as age of debt or likelihood of repayment.
●
Led a team of collection specialists, consistently achieving or exceeding departmental targets and goals.
●
Reviewed and analyzed accounts receivable data, identifying trends and areas for improvement in the collections process.
●
Worked with customer to create debt repayment plan based on current financial condition.
●
Contacted customers to discuss past-due accounts and negotiated payment plans.
●
Established relationships with customers to encourage payment of delinquent accounts.
●
Listened to customers and negotiated solutions that met creditor and debtor needs.
●
Entered client details and notes into system for interdepartmental access and review.
●
Processed debtor payments and updated accounts to reflect new balance.
●
Contact this candidate