BINTU SESAY
Houston,TX
Summary
Driven by a commitment to excellence, I leveraged organizational abilities and client communication skills at Twin Hill to enhance call center operations and customer satisfaction. Expert in tax return preparation and relationship building, I significantly improved service delivery and operational efficiency. My background includes streamlining processes, resolving escalated issues, and fostering positive workplace cultures.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Remote Call-center-manager
Twin Hill
02.2016 - 05.2024
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance, and feedback to customer service agents to achieve development goals.
- Introduced new CRM/VPN software tools that streamlined data entry processes and improved information accessibility for agents during calls.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
Remote Tax Preparer Seasonal (Part-Time)
DEAMAC Financial Services –
03.2019 - Current
- Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
- Analyzed financial records to verify the accuracy of tax returns.
- Built strong rapport with clients through clear communication and regular updates on the status of their tax filings.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Increased client satisfaction by providing accurate and timely tax preparation services.
Office Administrative Assistant Supervistor
Serco Dockland Ltd
01.2008 - 12.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Responded to inquiries from callers seeking information.
- including using my language skills to interpret and translate for Travelers coming from different Europe countries.
- Provided general HR assistance and support.
- Assisted with unemployment claims and employment verifications.
- Assisted with marketing efforts and special events.
- Handled all onboarding training and background/drug screening.
- Reserved tickets taken payment by phone or in person
- Dealing with credit card refunds or cancellation of tickets.
- Maximized profits by overseeing the development of managers and sales strategies.
- Controlled and administered facility use and authorized access.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
Education
Bachelor of Science - Accounting And Business Management
LONDON UNIVERSITY
UK09.2006
High School Diploma -
ROC HOLLAND
HOLLAND09.2003
Skills
- Organization skills
- Document Preparation
- Income Tax Preparation
- Local, state, and federal tax returns
- Relationship Building
- Tax Return Preparation
- Client Communication
- Data inputting
- Organizational abilities
- Sales Tax Filing
- Account Reconciliation
- Information Processing
- Payroll Processing
- Staff Development
- Client Interviews
- Data Entry
- Office Equipment Inspection
- Communication Management Professional
Certification
- [Area of certification] Training - [Timeframe]
Languages
English
Native or Bilingual
Dutch
Native or Bilingual
French
Full Professional
AFRICAN
Native or Bilingual
Timeline
Remote Tax Preparer Seasonal (Part-Time)
DEAMAC Financial Services –
03.2019 - Current
Remote Call-center-manager
Twin Hill
02.2016 - 05.2024
Office Administrative Assistant Supervistor
Serco Dockland Ltd
01.2008 - 12.2015
Bachelor of Science - Accounting And Business Management
LONDON UNIVERSITY
High School Diploma -
ROC HOLLAND
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