Ashli Keane
Colorado
Overview
8
8
years of professional experience
Work History
Tax Resolution Team Captain
Gusto
11.2021 - Current
- Revamped escalation program while leading and training a team of 11 specialists, which resulted in driving both customer satisfaction and team efficiency.
- Created a process improvement form (June 2024) to implement feedback from team members, driving operational efficiency and better workflow management.
- Actively managed escalation channels to resolve critical cases in a proactive and scalable manner. Reduced response time with external partners creating better partnerships and customer experience.
- Manage various projects, including escalations, autosolve, data and insights, next best action, LSI_477, implementation planning, mentorship programs, office hours, embedded payroll, engagement collaboration, and cross-functional partnerships
- Plan, schedule, and closely monitor each project to ensure timely completion, utilizing project management tools and techniques
- Provided daily reporting and analytics for the PE team and monthly forecasting. Collaborated with cross-functional teams to deliver insights that improved the operational efficiency of the Tax Resolution team.
- Created and implemented a Mentorship Program to support team members requiring additional assistance, coordinating monthly meetings with a roster of approximately 12 mentors and tracking data through project.
- Worked closely with the Autosolve team to track trends, report findings, and deliver project update, producing Redash reports to more effectively tackle the backlog.
- Led the NBA project, organized team workflows, and created process maps that were presented to BizTech. Actively drove change management efforts by designing new templates and structures for team operations, enhancing scalability and efficiency.
- Hands-on experience in revamping workflows and improving processes to meet customer and organizational needs.
Tax Resolution Specialist
Gusto
09.2019 - 11.2021
- Engage in professional consultations with customers, utilizing telephone and email channels to address small business tax and payroll concerns.
- Liaise with government and state agencies as a representative of Gusto, advocating for customers and effectively resolving complex tax cases.
- Thorough understanding of federal, state, and international tax laws and regulations
Radiologic Technologist
Carle Foundation Hospital
05.2016 - 02.2018
- Demonstrated exceptional patient care skills in a high-stress and discomforting environment, providing support and reassurance while capturing necessary images at a Level 1 trauma center
- Ensured the production of high-quality imaging and examinations across diverse environments, encompassing general and emergency X-ray and Fluoroscopy procedures
- Operated a variety of imaging equipment including computed tomography (CT) scanners, magnetic resonance imaging (MRI) scanners, C-arm (surgery) and fluoroscopy
Education
Bachelor of Social Work -
University of Colorado
Colorado Springs, CO12.2025
Associates of Applied Science - Radiologic Technology
Parkland College
Champaign, IL05.2016
Skills
Project Management
Data Analysis & Reporting
Team Leadership & Development
Cross-Functional Collaboration
Process Improvement
Feedback Delivery
Problem-Solving
Influencing Others
Mentoring
Organization Skills
Volunteer Experience
Serenity Recovery Connections, Volunteer, Co-facilitate meetings tailored to meet individuals where they are in their recovery journey, emphasizing flexible harm reduction strategies to support their unique paths to wellness.
Timeline
Tax Resolution Team Captain
Gusto
11.2021 - Current
Tax Resolution Specialist
Gusto
09.2019 - 11.2021
Radiologic Technologist
Carle Foundation Hospital
05.2016 - 02.2018
Bachelor of Social Work -
University of Colorado
Associates of Applied Science - Radiologic Technology
Parkland College