Customer Service & Administrative Support Pro

Hayley Copeland

Marietta, GA ***********@*****.*** 678-***-**** in/hayley-copeland

SUMMARY

Customer-focused professional with extensive experience providing administrative support, resolving customer concerns, and managing multiple priorities in fast-paced environments. Known for strong communication, attention to detail, and the ability to quickly learn new systems and processes. Dependable, organized, and comitted to delivering accurate, efficient, and professional service. EXPERIENCE

Professional Tax Preparer

Jackson Hewitt November 2025 - May 2026, Marietta, GA

• Provided clients with personalized tax advice and strategies, ensuring maximum deductions and credits while adhering to current tax laws.

• Analyzed client financial histories to identify all eligible deductions and credits, resulting in an average tax savings of 15% per client. Enrollment Coordinator

Stride Learning May 2025 - November 2025, Marietta, GA

• Coordinated student enrollment processes, liaising with academic departments and families to ensure timely registration and accurate record-keeping.

• Developed and implemented a streamlined onboarding process for new students, reducing administrative workload by 20% and improving student satisfaction.

Lead Operator/Dispatcher

Answerphone November 2022 - May 2025, Marietta, GA

• Managed up to 150 calls per day in pleasant, calm voice and asked callers' appropriate questions in order to dispatch to proper channels.

• Trained new hires, provided on going coaching and conducted regular performance reviews.

• Implemented quality assurance protocols for call handling and dispatching, improving first-call resolution rates by 10%. Virtual Assistant

Upwork June 2021 - November 2022, Marietta, GA

• Entered customer/account data from source documents within time limits, verify and sort information for computer entry, reviewing data for errors.

• Managed client communications and appointment scheduling via multi-line phone system, resolving inquiries and complaints with a 95% satisfaction rate. Professional Tax Preparer

Tax Fusions November 2020 - May 2021, Atlanta, GA

• Reviewed financial documents to identify deductions and credits for optimal tax outcomes.

• Conducted research on complex tax issues for individual cases, utilizing internal resources as well as external sources such as IRS publications. Customer Service/Shipping Coordinator

Lifelike Dental Lab October 2019 - May 2020, Kennesaw, GA

• Entered all orders shipping/tracking records with over 90% accuracy.

• Performed daily audits of product movement and inventory location to ensure accuracy.

• Assisted customers with custom shade appointments, shipping and special-order requests, and arranging appliance pick-up and drop-off. EDUCATION

Interior Design

American InterContinental University • Atlanta, GA, US Diploma

Walton High School • Marietta, GA

SKILLS

Client Communication

Attention to detail

Team leadership

Problem Solving

Salesforce and Five9

Microsoft Office

Tax Law Knowledge

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