Customer Support Service

Michele Pacheco

Qualification Summary **********@***.*** • 908-***-****

LinkedIn URL • Washington, NJ, 07882

Customer-centric and dynamic professional with firsthand experience in delivering effective customer support and overseeing day-to-day operations. Adept at delivering and maintaining compliance regulations and providing required information regarding company’s products / services as well as responding to queries, along with demonstrated ability to display exceptional performance within remote-based roles. Recognized history of consistently achieving record-high customer and guest satisfaction. Well-prepared to manage diverse administrative tasks, from responding calls/emails to managing transactions / schedules, raising orders, and planning programs. Proficient in analyzing and promptly resolving customer complaints and managing overall hospitality operations, growing repeated business, and maximizing profit growth.

Ability to devise and implement strategic initiatives to promote company reputation and commercial success. Articulate communicator with strong interpersonal, relationship building, decision making, and multitasking skills.

Areas of Expertise

Front Desk Management

Operations Management

Administrative Assistance

QuickBooks

Professional Experience

Customer Satisfaction

Regulatory Compliance

Documentation & Reporting

Microsoft Word

Record Keeping & Quality

Team Leadership & Growth

Cross-Functional Association

Excel

Intuit, TurboTax - Remote

2023-Prestent

Tax Expert

Assisted customers while they do their own taxes online, by providing expert guidance, tax explanations and advice. Helped with reporting deductions, rental properties or doing their self-employment taxes, etc. through both video calls and chats. Welcomed both new clients as well as clients that have been using Turbo Tax for many years, and helped empower them to take control of their finances. As of 2024, I am also preparing tax returns for our Full Service clients, and acting as a mentor for our new hires.

Ymca 2023-2024 Assistant Teacher

Actively supported the lead teachers in a preschool classroom, (ages ranging from six weeks to five years old) with lesson planning, managing student behavior, providing individual student support, and contributing to a positive learning environment.

J.P. Morgan Chase - Philipsburg, NJ 2017 – 2022 Chase-Associate Banker - Certified to open accounts.

Deliver efficient customer service by greeting clients and assisting incoming guests within the lobby utilizing tablets. Ensure effectual customer satisfaction by identifying client concerns and providing applicable solutions. Resolve account needs, and schedule required appointments, as well as mentor and guide new hires by implementing best practices. Managed daily banking services and transactions with accuracy to ensure smooth running of daily operations.

*Succeeded in achieving Outstanding Performance Award in 2021 as well as attained the top third ranking in market as a company for excellence in customer service.

MTG Accounting-East Stroudsburg, PA 2020-2020 Asst. Bookkeeper

Took on a part-time position to get myself back into the accounting field. Assisted the Accountant with several bookkeeping duties. We used QuickBooks as well as Excel. Prepared tax returns, managed payroll, and kept books for our business clients.

H&R Block-Washington, NJ 2018-2020 Tax Preparer/Receptionist

Greeted guests both in person and by phone. Worked part-time during two tax seasons, scheduling and managing appointments for clients. After the first year, I took a course to become a tax preparer. Prepared tax returns for clients. Provided excellent customer service for new and returning customers.

Additional Experience

Child Care-in my home for several years. ~ Logistics Department, Amazon, Remote~ Roadside Assistance, U-Haul, remote. Bank Teller, Tri-Co Federal Credit Union, Hackettstown NJ~ Head Cashier, Lowes, Hackettstown, NJ

Education

Credly- Have received several badges through Intuit Academy. Including, Tax Exam Levels 1 & 2, Business Tax, Equity Compensation, Cryptocurrency, and Tax Planning Strategies.

QuickBooks Solution Selling-Product & Sales, As well as Intuit Bookkeeping Certification!

Degree in Business/Accounting- The Plaza School of Technology, Paramus, NJ

Medical Transcription Certificate-U.S. Career Institute

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