Customer Care Specialist with Tax Support Experience

Maggie Anderson

Mobile: 512-***-****

Email: ******@*****.***

Objective:

To obtain a challenging remote position that will utilize my experience as a Customer Care/Service Representative in a fast-paced environment that will allow for personal growth and career advancement.

Work experience:

Sitel Capital One Core Program

Customer Care Professional

5/2020 –6/2024

●Answer inbound calls daily that had to be answered within 25 seconds of the previous call ending.

●Verifying the customer manually by obtaining the customer’s first name, last name, and zip code if the customer's profile didn’t auto-populate.

●The use of a two-step authentication is performed to validate the caller/customer.

●Opened a new case file to request identification documents if customers failed the verification.

●Maintained and updated customer profile information in the system as requested by the customer.

●Acquired detailed knowledge of the different products and services the company offered to provide excellent service to our customers/callers.

●Constant interaction with the Team Lead and the use of other tools needed to handle the customers' concerns.

●Adherence to the company’s policies on ethics and integrity.

●Process payments on multiple cards in a person's profile manually if the customer/caller is unable to process the transaction through the automated system.

●Handle the closing of an account upon the customer’s request after verifying the status of the account.

Sykes Enterprises TurboTax/Intuit Program

Customer Service Tax Agent

03/2020 - 05/2020

●Answer inbound calls during the tax season, providing solutions using tools to complete their transactions regarding their tax return.

●Research several tools to view customers’ information to verify the tax product they selected and/or advise them of the correct product to fit their needs.

●Process refunds and/or process payment due for the product fees.

●Assess the situation and determine whether the call needs to be transferred to another area for handling.

●Constant interaction with Supervisors, Agent Assist, and Team Leaders discussing different situations as needed for help/job aides via chat.

●Update case files by changing the current status level from open to the next level depending on what action was taken while handling the situation.

●Documenting the case file assigned for future reference.

●Create a new case file if additional information is requested while handling the call.

Education

High School/GED

Qualifications

●Detailed oriented

●Excellent Communication and, Organizational skills

●Excellent in abiding by Confidentiality

●Self-accountability

●Excellent in call center/contact

●Effective time management

●Email software, Database Software, Scanners

●Printers, 10-Key, Internet Browsers (Microsoft Edge, Chrome, etc)

●Proficient in Word, Excel, PowerPoint, Kronos/PunchApp

●Telephone Soft Key

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