AMBER JOHNSTON
TAXES BY NANCY
MURFREESBORO,TN
9
years of professional experience
Professional with strong background in managing escalations and resolving complex customer issues. Skilled in leading teams to achieve high performance, maintaining flexibility under changing conditions, and delivering impactful results. Effective communicator with focus on building collaborative environments and driving continuous improvement. Adept at problem-solving, conflict resolution, and fostering positive relationships.
Work History
Tax preparer
7 Months- Responsibilities include: handled client calls, prepared federal tax returns ensuring compliance and accuracy assistance, preparing federal returns, assisting with scheduling, client follow-up. system updates, all IRS law checks. preparing all standard and business returns, accounting,
- Prepared individual and small business tax returns with strict attention to accuracy and compliance.
- Collected, reviewed, and organized client financial documents for efficient tax preparation workflows.
- Interpreted tax laws and IRS guidelines to ensure correct deductions, credits, and filings.
Senior Customer Service Representative/Customer Escalation Specialist
3 Years- Resolved customer inquiries regarding prescriptions, benefits, and store services with accurate, timely communication.
- Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
- Supervised escalation queues, prioritizing urgent cases and routing issues to appropriate resolution teams.
- Resolved complex customer complaints by analyzing account history and applying policy-based solutions.
- Coached support staff on de-escalation techniques, documentation standards, and resolution procedures.
- Processed insurance claims, copay questions, and billing discrepancies using pharmacy and customer service systems.
- Coordinated prescription support with pharmacists to ensure proper refill status, pickup readiness, and patient follow-up.
- Trained new staff on service protocols, confidentiality standards, and effective customer interaction practices.
- Coordinated cross-functional follow-up with operations, billing, and technical teams to close escalated cases.
- Fostered a positive work environment by actively supporting team members in their personal development goals and career aspirations.
- Championed the use of data-driven decision-making within the escalation department to improve overall efficiency and effectiveness.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Promoted a culture of continuous improvement through regular reviews of policies, procedures, and best practices.
- Maintained accurate records of all escalations, tracking trends and identifying areas for improvement.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Kept high average of performance evaluations.
Client Support Specialist
2 Years 3 Months- Handled managed incoming and outgoing calls to address client inquiries and resolve issues, coordinated client scheduling to optimize appointment availability and enhance service delivery, troubleshooting, Facilitated parts procurement for efficient operations, billing, and 5/9 phone systems.
- Managed account updates, service requests, and data entry with strong attention to detail.
- Coordinated issue resolution with internal teams to ensure timely follow-up and customer satisfaction.
- Resolved client inquiries across phone, email, and chat while maintaining accurate case documentation.
- Trained new support staff on communication standards, workflow procedures, and ticket handling.
- Monitored service queues to prioritize urgent cases and maintain efficient response times.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Conducted case management activities and services with multidisciplinary team.
- Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Interacted with team members across departments to research and resolve customer issues.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
- Contributed to team success by sharing best practices and collaborating on challenging cases with colleagues.
- Increased customer loyalty through personalized follow-up communications after successful issue resolution.
- Led development of client support knowledge base, enhancing team's ability to resolve issues quickly and accurately.
- Reduced average case resolution time, implementing more effective diagnostic tools and procedures.
- Cultivated supportive team environment, recognizing and celebrating team achievements and individual contributions to client success.
- Provided comprehensive training to new team members, ensuring high level of service quality and knowledge across team.
- Achieved high client satisfaction ratings, meticulously tracking and analyzing support case outcomes to identify improvement areas.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Delivered prompt service to prioritize customer needs.
- Coordinated daily dispatch schedules to align driver availability, delivery priorities, and service requirements.
- Monitored shipment status and resolved routing issues to maintain on-time delivery performance.
- Communicated with drivers, customers, and operations teams to clarify delivery instructions and updates.
- Maintained accurate dispatch records, logs, and documentation for shipments, exceptions, and service changes.
- Tracked incoming service requests and prioritized urgent dispatch needs to support consistent coverage.
District Contract Manager
2 Years 8 Months- Negotiated vendor agreements to align pricing, scope, risk, and operational requirements.
- Directed contract lifecycle management, ensuring compliance with service terms, renewals, and amendment controls.
- Reviewed contract language for accuracy, minimizing exposure and resolving discrepancies before execution.
- Coordinated cross-functional stakeholders to maintain contract visibility and support service delivery decisions.
- Advised operations teams on contractual requirements, escalation paths, and performance expectations.
- Maintained contract records and reporting to support timely approvals, renewals, and compliance reviews.
- Monitored obligations, deadlines, and deliverables to keep agreements on track and audit-ready.
- Developed strong relationships with clients and vendors, fostering mutually beneficial partnerships.
- Achieved successful contract negotiations by thoroughly reviewing and analyzing proposals, agreements, and terms.
- Onboarded and trained new staff to keep team efficient and prepare team members to effectively handle demands of simultaneous and large-scale contracts.
- Enhanced transparency in the contracting process by creating user-friendly templates and guidelines for internal stakeholders.
- Proactively identified potential contractual issues, addressing them before they escalated into more significant problems.
- Reduced costs for the organization by effectively negotiating favorable contract terms with suppliers and vendors.
- Facilitated communication between internal teams and external partners, ensuring seamless collaboration throughout the contracting process.
- Communicated with clients and internal teams to align availability, expectations, and service needs.
- Prepared daily schedules, notices, and follow-up communications with strong attention to accuracy.
Education
GPA: 3.4 GPA
Early Childhood Edu
GPA: 3.2 GPA
Skills
Effective communication
Strategic issue identification
Effective leadership
Project coordination
Service excellence
Organization skills
Document preparation
Income tax preparation
Local
state
and federal tax returns
Client communication
Data inputting
Data gathering
Goal setting and achievement
Spreadsheet tracking
Reporting and documentation
Form processing
Complaint investigation
Multitasking and organization
Microsoft office
Data entry
Task prioritization
Office management
Coaching and mentoring
Administration and operations
Remote support
Software installation
Application support
Hardware maintenance
Mobile device management
Server management
Microsoft windows and office
Timeline
Tax preparer
TAXES BY NANCY
09.2025 - 04.2026Read More
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