Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Ayanna Hill

Maple Heights,Ohio

Summary

Experienced Chat Lead. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Seasonal Tax Lead

Intuit
San Diego, CA
11.2020 - Current
  • Provide live tax support, research issues, and troubleshoot technical problems through Slack channels for 50+ TurboTax Experts assisting customers
  • Monitor experts to ensure compliance with IRS and other agency requirements regarding Tax Advice
  • Assist Managers with team responsibilities
  • Accurately track time of experts for hours spent in each functional area
  • Special Projects: Interview Team, Mini-Training Coordinator
  • Evaluate video interviews and make hiring recommendations
  • Compile, clean and manipulate data for proper handling using Excel, Google Sheets, and Quickbase
  • Run statistical analyses within software to process large datasets
  • Produce high-quality documents, spreadsheets and presentations for Mini-Tax Training program
  • Organized weekly trainings, created workflows, send group email invitations using Outlook

EFL Teacher Independent Contracto

Contracted
Maple Heights, OH
05.2015 - 04.2021
  • Taught 60 minute daily group and private lessons in online platform consisting of 1-8 students in each lesson
  • Used positive reinforcement and provided clear feedback to help students succeed.
  • Adapted teaching strategies to learning styles of students with different skill levels
  • Improved instruction methods by using various assessment tools and strategies.
  • Scheduled and taught 40 weekly classes and created new lesson plans based on course objectives.
  • Educated students in basics of English grammar and conversational speaking.
  • Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.

Tax Expert

Intuit
San Diego, CA
03.2020 - 11.2020
  • Assisted TurboTax customers with DIY software in remote call center environment.
  • Assisted with preparation of taxes by providing expert guidance, tax explanations, and advice allowing customers to file confidently
  • Secured and properly handled confidential data to protect against unauthorized access, improper transmission and unapproved disclosure.
  • Researched and analyzed specialized tax laws, rules and regulations and analyze pertinent client, industry and technical matters to remain current on tax legislation.
  • Maintained records for each case, including phone numbers, contacts and any actions taken
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Offered clients recommendations to reduce tax liabilities.
  • Provided information about available products and services to clients

Tax Support

Intuit
San Diego, CA
12.2017 - 03.2020
  • Assisted customers who were working on their tax return with both product/software inquiries, as well as with tax questions and calculations
  • Applied defined practices, procedures and company policies to troubleshoot and resolve product and tax support customer inquiries
  • Interacted with customers utilizing strong written and verbal skills as well as deep customer empathy
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Customer Service

Arise Contractor
Hemet, CA
01.2014 - 05.2015
  • Reviewed and updated client correspondence files and database information to maintain accurate records in remote call-center environment
  • Booked installation and sales appointments over the phone for alarm systems
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Assessed customer needs and upsold products and services to maximize sales
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Set up and activated customer accounts to maintain QA satisfaction levels
  • Entered numerical data into databases with speed and accuracy using 10-key pad.


Merchandise Control Clerk

Starcrest Products of California
Perris, CA
08.2006 - 05.2012
  • Reviewed sales data with analysts and analyzed sales data using QuatroPro
  • Performed impact analysis's for products due to cost increase or decrease
  • Selected prices for merchandise to be placed in catalogs using information obtained from working up daily product performance reports
  • Reviewed production orders, schedules, delivery dates and inventory levels to determine product availability
  • Performed routine office tasks, including copying, answering telephones, file management and data entry to keep operations at optimal levels and better serve internal and external customers.

Education

Bachelor of Science - Human Services Mgmt

University of Phoenix
2012

Associate of Arts - Health Care Admin/Medical

University of Phoenix
2010

Skills

  • Client Tax Preparation Services
  • Excel
  • Quickbase
  • Salesforce
  • Hirevue
  • Microsoft Word
  • Google Sheets
  • Slack
  • People Management
  • Project Management
  • Instructional Materials Creation
  • Online Teaching

Certification

  • EA - Enrolled Agent

Timeline

Seasonal Tax Lead

Intuit
11.2020 - Current

Tax Expert

Intuit
03.2020 - 11.2020

Tax Support

Intuit
12.2017 - 03.2020

EFL Teacher Independent Contracto

Contracted
05.2015 - 04.2021

Customer Service

Arise Contractor
01.2014 - 05.2015

Merchandise Control Clerk

Starcrest Products of California
08.2006 - 05.2012

Bachelor of Science - Human Services Mgmt

University of Phoenix

Associate of Arts - Health Care Admin/Medical

University of Phoenix

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Ayanna Hill