Ashley Boyd
Spring,TX
Summary
Enthusiastic Tax Professional experienced in 2023 tax returns. Applies in-depth knowledge of tax code protocols to optimize returns. Personable and thorough with 2 years of industry expertise. Deadline-oriented Tax Professional adept at quickly assessing customer needs, developing strategic plans and completing returns to maximize deductions and minimize liabilities. Pursuing role with tax preparation services organization. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Results-oriented HR Recruiter practiced in developing and establishing strategic recruitment strategies and identifying appropriate talent. Offering 3 years of comprehensive experience sourcing diverse, high-caliber candidates by maximizing internet resources, social media and referrals. Committed to successfully managing phases of full-cycle recruiting from initial sourcing and screening through offer negotiations and onboarding. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Asurion
06.2024 - Current
- Increased sales revenue by developing and maintaining strong client relationships.
- Provided exceptional customer service, resulting in high levels of customer satisfaction and repeat business.
- Provide technical support to clients with issue with their devices
Tax Professional
H&R Block
12.2023 - 04.2024
- Prepare detailed tax return for new and returning customers File all necessary paperwork to IRS Conduct a thorough analyzation of customers tax needs Explain detail options for financial options provided through our third-party companies Contact returning customers to schedule appointments for each upcoming tax year
- Advertise for new clients while gaining trust and their business
HR Manager
Verizon Wireless
03.2021 - 08.2023
- Reviewed and screened applicant resumes to identify qualified candidates.
- Ensured compliance with labor laws, reducing legal risks through regular policy reviews and updates.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes, and talent management.
- Collaborated with cross-functional teams to achieve organizational objectives through strategic HR planning.
Operations Coordinator
Verizon Wireless
05.2018 - 03.2021
- Performed statistical analyses to gather data for operational and forecast team needs.
- Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
- Developed and implemented daily operations such as employee assignments and promotional strategies.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Customer Services Advocate
Verizon
06.2013 - 05.2018
- Listens and responds appropriately in all customer interactions Uses common courtesy and discretion to achieve customer loyalty
- Empathizes and acknowledges customer to create trust and partnership
- Provides customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions
- Uses negotiation and problem-solving skills to resolve customer concerns
- Review all customer account information while on calls to identify and match customers need with the appropriate product and / or service (e.g., upgrades, adding a line)
- Offers and educates on the benefits of products and services and explains how the recommendations will add value to the customer’s wireless experience
- Provides customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions including processing replacements for warranty exchange do to malfunctions or damage
Customer Specialist
Verizon
12.2012 - 06.2013
- This role handles a high volume of inbound customer calls and is responsible for providing high quality customer service on calls that are generally routine and sometimes unique in nature
- This role is also responsible for conducting Tier 1 trouble shooting when customers require device assistance
- This position provides customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions
- Handles own customer escalations and minimizes transfers Customer Interactions Listens and responds appropriately in all customer interactions
- Manage customer relationships by performing the full range of customer service functions
- Uses common courtesy and discretion to achieve customer loyalty
- Empathizes and acknowledges customer to create trust and partnership
- Customer Solutions Uses negotiation and problem solving skills to resolve customer concerns
- Utilizes troubleshooting guides and Tier 1 troubleshooting on all calls that require device assistance
- Identify and assess customer needs based on interactions
- Troubleshoot and communicate technical answers clearly and concisely
- Takes accountability for and resolves all customer issues and follow up when appropriate
- Customer Loyalty & Growth Review all customer account information while on calls to identify and match customers need with the appropriate product and / or service (e.g., upgrades, adding a line)
- Utilize tools and resources on every call to make appropriate recommendations to customers
- Offers and educates on the benefits of products and services and explains how the recommendations will add value to the customer’s wireless experience
- Recognizes bells of churn and responds with effective recommendations
- People and Teamwork Demonstrates personal commitment to VZW code of conduct and business guidelines in all areas of work
- Adheres to attendance guidelines to ensure successful contribution to team’s goals and performance
- Demonstrates personal commitment to work effectively and become a valuable member of the VZW team
- Flexible and willing to help work on department initiatives as needed.
Customer Account Services Specialist
Sprint
09.2009 - 10.2012
- Provided customer services for an average of 35 calls a day answering customers inquires and solving problems provided new product information to customers who contract us
- Recognized bells of churn and responds with effective recommendations
- Offered and educates on the benefits of products and services to find a resolution to retain customers business Managed customer relationships by performing the full range of customer service functions Used common courtesy and discretion to achieve customer loyalty
Receivable Management Supervisor
Convergys
01.2007 - 09.2009
- Provided support for agents on the floor answering questions and took escalations when agents were unable to resolve customer’s issues
- Empathized and acknowledged customer to create trust and partnership
- Used negotiation and problem solving skills to resolve customer concerns Took accountability for and resolves all customer issues and follow up when appropriate
Receivable Management
Converges
06.2006 - 01.2007
- Resolved billing inquiries, took payments and set up payment arrangements on customer’s accounts Identified and assess customer needs based on interactions
Education
Human Resource -
Ultimate Medical Academy - Clearwater
Clearwater, FL01.2020
Skills
- Mathematical Calculations
- Tax code knowledge
- Internal Revenue Service Correspondence
- Data Gathering
- Document Preparation
- Complaint resolution
- Scheduling
- Product Knowledge
- Talent Acquisition
- Benefits Administration
- Compensation analysis
- Employment law knowledge
- Payroll Administration
- Conflict Mediation
- Project Scheduling
Certification
- Federal and State Tax Professional
- Notary
Timeline
Customer Service Representative
Asurion
06.2024 - Current
Tax Professional
H&R Block
12.2023 - 04.2024
HR Manager
Verizon Wireless
03.2021 - 08.2023
Operations Coordinator
Verizon Wireless
05.2018 - 03.2021
Customer Services Advocate
Verizon
06.2013 - 05.2018
Customer Specialist
Verizon
12.2012 - 06.2013
Customer Account Services Specialist
Sprint
09.2009 - 10.2012
Receivable Management Supervisor
Convergys
01.2007 - 09.2009
Receivable Management
Converges
06.2006 - 01.2007
Human Resource -
Ultimate Medical Academy - Clearwater