Ashley McCauley
Bowie,MD
Summary
Career minded and goal oriented professional looking to secure a position in a positive, growing environment, where my knowledge, education and experience can be fully utilized and expanded.
Overview
13
13
years of professional experience
Work History
Sr. Tax Consultant
A&A Tax Services, Inc.
01.2014 - Current
- Prepared income tax return forms for individuals and small businesses
- Advised on tax liabilities
- Verified totals on forms prepared by employees to detect errors of arithmetic or procedure
- Resolved customer complaints
- Interviewed clients to get a thorough picture of financial situation
- Uncovered potential deductions and credits
- Reviewed financial records such as income statements and documentation of expenditures
- Helped taxpayers by using their federal, state and local codes and see to it that clients received maximum benefit permitted under law of government
- Provided customer service.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Oversaw team of 4 tax preparers handling over 400 submissions per year.
- Responded promptly to official tax notices requiring clarifications and additional submissions.
AssociateTechnical Support Engineer
Hobsons
07.2013 - 11.2019
- Interacted with clients to provide and process information in response to inquiries, concerns, and requests about products and services
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Connected to computer of client using remote link to install programs and applications.
- Provided customer service
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Performed data entry
- Identified and escalated priority issues per client specifications
- Researched and identified solutions to technical problems.
- Supported users in the use of computer equipment by providing necessary training and advice
- Answered, evaluated and prioritized incoming telephone, email and chat-based requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies
Sr Consumer Advocate Manager
LivingSocial
09.2010 - 02.2013
- Managed work flow among team members to ensure established goals and objectives are met
- Recommend improvements to management on processes and procedures to improve performance, results, and overall consumer experience
- Manage escalated consumer issues; use discretionary authority to approve exceptions to procedures while ensuring a positive consumer experience
- Provided customer service
- Updated customer order history and account profiles
- Performed data entry
- Analyzed call center contact volume, productivity, and patterns to optimize staffing levels
- Scheduled & coordinated meetings
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Managed a team of consumer advocates to ensure that they are hitting KPIs using reporting and additional resources
- Coordinated and motivated call center staff and conduct performance evaluations including hiring and terminations with the support of the HR Dept
- Diffused difficult situations and calmed irate customers, resulting in satisfactory resolutions.
- Trained new employees on customer service and organizing strategies.
- Fixed identified issues to improve workflows.
- Followed up with customers using phone, email or text, resolved concerns and closed out cases.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Established team priorities, maintained schedules and monitored performance.
- Educated employees on specific QA standards and confirmed maintenance of standards.
Education
Bachelor of Arts - Sociology & Anthropology
Morgan State University
Baltimore, Md05.2007
College Prep -
The Seton Keough High School
Baltimore, Md05.2001
Skills
- Oracle
- Siebel
- Salesforce
- Queue
- MS Word
- Excel
- Microsoft Outlook
- Naviance
- Drake
- Hard working
- Strong organizational
- Interpersonal and communication skills
- Leadership
- Supervisory and training abilities
- Research and problem-solving skills
- Registered Tax Preparer
- Internet Navigation & Research
- Federal and State Tax Returns
- Tax Documentation
- Tax Consulting
- Electronic Filing Software
- Quality Assurance
Timeline
Sr. Tax Consultant
A&A Tax Services, Inc.
01.2014 - Current
AssociateTechnical Support Engineer
Hobsons
07.2013 - 11.2019
Sr Consumer Advocate Manager
LivingSocial
09.2010 - 02.2013
Bachelor of Arts - Sociology & Anthropology
Morgan State University
College Prep -
The Seton Keough High School