Angela Nash
Chicago,IL
Summary
Enterprising Customer Experience Specialist , successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
10
10
years of professional experience
Work History
Owner/Operator
Miracles Behind the Scene llc
01.2020
- Consulted with potential clients to determine how company could best meet needs
- Made financial and logistics decisions in best interest of company
- Took care of escalated customer concerns to increase satisfaction
- Assessed quality and approved work before releasing to clients
- Developed estimates for services services based on in-depth knowledge of labor and material expenses
- Promoted business on social media platforms to maximize brand identity and generate revenue
- Resolved issues quickly through meticulous research and quick decision making
- Conferred with customers to understand needs and finalize purchase orders
- Kept records for production, inventory, income and expenses
- Set pricing structures according to market analytics and emerging trends
- Created and implemented marketing and advertising strategies to support revenue goals and promote strategic growth
- Oversaw company social media and marketing efforts to expand brand awareness and attract new customers
- Coordinated with technical and IT teams to develop company website and create online advertisements.
Tax Specialist
Harris Financial services
12.2011
- Processed forms and payments for customers
- Stayed up to date on regulatory requirements from IRS, state authorities and international tax collection agencies
- Helped individual clients, trusts, partnerships and corporations maintain compliance with tax and reporting laws
- Audited and prepared all federal and state tax forms for corporate, small business and individual clients
- Calculated and coordinated company tax payments and tax document preparation
- Paid and collected sales tax and prepared collected W-9 information
- Stored copies of completed returns and related documents according to company procedures and business regulations
- Responded to state and federal tax notices by preparing written responses or tax return amendments.
Life Insurance Agent
PHP Agency Inc.
09.2020 - Current
- Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Developed comprehensive financial plans for clients, ensuring proper coverage and security for their families.
Product Support Specialist
TaxAct
12.2023 - 04.2024
- Increased knowledge base usage by creating detailed articles on common product issues and solutions.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Developed strong relationships with clients, resulting in increased trust and loyalty to the company''s products.
- Supported clients during critical incidents, demonstrating a calm and reassuring demeanor under pressure while working towards a swift resolution.
- Enhanced customer satisfaction by providing timely and accurate product support.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Collaborated with cross-functional teams to address complex customer issues, ensuring seamless resolution.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Navigation Specialist 2
TaxAct
12.2023 - 04.2024
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
Teachers Assistant
Chicago Public Schools CPS
08.2014 - 03.2021
- Assisted teachers with instruction and provided clerical support for diverse needs
- Monitored students in class, hallways, and cafeteria to enforce school rules
- Prepared lesson materials, bulletin board displays, exhibits, and demonstrations to assist teachers in classroom preparation
- Adapted teaching methods and materials to meet students' varying needs and interests
- Tutored and assisted children individually and in small groups to help master assignments and reinforce learning concepts
- Assisted instructional staff with implementing lessons and activities for full classes and small groups
- Evaluated individual student needs and assessed academic and social situations to address challenges and goals
- Offered students personalized educational, behavioral and emotional support
- Observed children and recorded activities, maintained daily records and created safe environments during activities, meals and naps.
Education
Certification - Small Business Coach
Ipec School of Coaching
Chicago, ILEsthetician -
Hudson School of Esthetics
Atlanta, GAB.A. - Psychology
Governors State University － University
University Park, ILA.A. - Business Administration
City Colleges of Chicago-Harold Washington College
01.2014
Skills
- Operations Management
- Documentation And Reporting
- Hiring
- Business Planning
- Staff Training and Development
- Personnel Management
- Staffing
- Strategic Planning
- Relationship Management
- Budget Development
- Marketing Strategy Development
- Financial Planning
- Strong Work Ethic
- Dependable and reliable
- Customer-Oriented
- Accurate record keeping
- Delivery Scheduling
- Decision-Making
Questionnaire
True, No, Yes, 100
Timeline
Product Support Specialist
TaxAct
12.2023 - 04.2024
Navigation Specialist 2
TaxAct
12.2023 - 04.2024
Life Insurance Agent
PHP Agency Inc.
09.2020 - Current
Owner/Operator
Miracles Behind the Scene llc
01.2020
Teachers Assistant
Chicago Public Schools CPS
08.2014 - 03.2021
Tax Specialist
Harris Financial services
12.2011
Certification - Small Business Coach
Ipec School of Coaching
Esthetician -
Hudson School of Esthetics
B.A. - Psychology
Governors State University － University
A.A. - Business Administration
City Colleges of Chicago-Harold Washington College
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