Customer Success Service
Resume:
ELIZABETH D. BURNS
*******************@*****.***
Freeport, FL 32439
SKILLS
● Time Management ● Extereme Organizational Skills ● Processes and Procedures Documentation ● Creating Training ●
● Training ● Quick Learner ● STRONG Verbal and Written Communication ● Management/Leadership
● Ability to build strong, lasting Relationships ● Customer Service ● Customer Retention ● Office Budget EXPERIENCE
TAXSHIELD TAX SOFTWARE • DIRECTOR OF CUSTOMER SUCCESS • 08/2023-07/2024 • Remotely
● Created training materials as well as conducted training for a team of first year support representatives to learn the daily steps of Bank Enrollment and the Onboarding process in order for them to be ready and knowledgeable about the fundamentals of Bank Enrollment.
● While managing a team of 5 for the “busy season” for Bank Enrollment and Onboarding, I also worked closely at developing new strong relationships, as well as strengthening the relationships I had already developed, with the Banking Partners, Software Partners, and most importantly the Clients.
● Developed materials every year in order to have a yearly company meeting to discuss bank price changes, tax prayer Pre and Post Ack tax return advances and the prior year funding requirements in order for a Client to offer their tax prayer an advance and the pricing/APR for said advances. I would meet with each Banking Partner every year in August and they would present the information to me and I would compile it all into one present it internally through Zoom and answer questions through Slack.
● Worked directly with the top company Clients and Tax Office owners to get them onboarded through the TaxShield Software created CRM as well as through their tax software and chosen banking partners.
● Maintained close working relationships with Banking Partners to ensure all bank applications that our team submitted for each Client was received accurately as well as all required, matching documentation that would ensure a smooth approval process.
● Verified through the banking and software reports that each approved Client had completed the required Bank and Software compliance testing, Onboarding had been completed as well as check and/or card stock had been ordered for each Client office.
● Worked closely with support to ensure that users were set up in the software correctly once the bank's approval had been processed. Would participate in daily support Zoom meetings in order to answer any Bank Enrollment questions and take escalated Clients in order to solve Enrollment issues. uTax TAX SOFTWARE LLC • ENROLLMENT MANAGER • 10/2014-03/2015 (seasonal)• 10/2015-08/2021 (permanent) •Remotely
● All duties as listed above.
● Developed and maintained strong, close, working relationships with Clients, Banking Partners, Software Executives, as well as internal rrelationships with our Sales and Support Departments, Executives, Directors, Developers and Department managers to have direct lines of communication as needed.
● Monitor internal processes and procedures in order to improve operational efficiency within each department.
● Work with Accounting by verifying Client accounts for payments due to or from uTax.
● Work closely with Accounting, Sales and Clients with detailed explanations of statements, pulling reports from within the software and banking partners websites to help correct or explain any discrepancies.
● Created Enrollment “FAQ", "How to", Banking Parters “Season end requirements”.
● Created “How to apply for an EFIN”, and “Industry Glossary” and kept documentation updated as needed.
● Trained Clients, and some staff how to pull software reports in thee portal.
● Trained Clients how to pull their reports on the Bank portal, also how to navigate the portal and know which report they may need.
● Created documentation containing all Software and Bank reports and what is in each report, also adding how to quickly access each report as needed for our Executives, Directors, Department Management and Sales Department to use in Client discussions concerning any and all reports.
● Organize and provide Bank Enrollment training annually to seasonal staff as well as updates to permanent staff and management of each Banking Partners fees, changes from prior season, Client required funding ratio in order for them to offer any speedily advances to their Tax Payer. PETZ ENTERPRISES LLC DBA CROSSLINK TAX SOFTWARE • OFFICE MANAGER/ENROLLMENT EAST COAST/HR LIAISON • 09/2011 - 07/2014 • On-site @ Rome, GA Location
● All same duties as listed in positions above, plus management of office EDUCATION
Georgia Highlands College • 05/2011 • Associates Degree in Human Services REFERENCES AVAILABLE UPON REQUEST
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