DANA M. TOBIN
Manchester,Missouri
Summary
Outstanding customer service, communication, and interpersonal skills. Detail oriented, strong organizational skills with ability to carry out tasks with minimal supervision. Proven ability to work effectively with diverse personalities in a respectful, decisive, and resourceful manner.
Overview
16
16
years of professional experience
Work History
Tax Preparer
H&R BLOCK
01.2021 - Current
- Managed multiple deadlines efficiently, ensuring all clients'' taxes were filed on time without compromising quality or accuracy.
- Input relevant information from client documents into a proprietary software system to calculate tax liability results
- Offered guidance on state and federal tax regulations to clients, ensuring they understood their obligations and opportunities.
- Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Conducted thorough research to identify potential deductions and credits for clients, maximizing their returns.
- Continuously sought professional development opportunities, staying ahead of industry trends and regulatory changes, leading to promotion each tax season
Client Service Professional
H&R BLOCK
01.2009 - 04.2020
- Coordinated appointment schedules for an office of 6 tax preparers using proprietary software
- Explained and promoted a variety of complex services and products to clients
- Processed payments for services, completed filing and other administrative duties as assigned
- Responsible for client and staff conflict resolution in absence of office manager
- Reported to the office manager.
Associate Operations Coordinator
CH ROBINSON
01.2021 - 01.2024
- Utilized proprietary software to create and activate loads for shipment, schedule pickups and deliveries of shipments for national customers, in accordance to SOPs
- Monitored task boards and customer emails to ensure requests were completed within deadlines
- Created and wrote an 'how to' SOP for a particularly complex load build process.
- Coordinated logistics activities including transportation arrangements, warehousing solutions, customs clearance documentation.
- Spearheaded process improvement initiatives, identifying areas for optimization and implementing changes accordingly.
- Trained new employees on logistics procedures, promoting a consistent approach across the team.
Provider Recruitment Representative
DELTA DENTAL
01.2017 - 01.2019
- Worked under Advantica Administrative Services division recruiting vision providers to join the insurance network
- Educated providers on benefits of network enrollment
- Completed enrollment documents for new providers and assisted with the network enrollment process
- Reported to team supervisor and VP of Sales, department size of 6
- Highest producing recruiter 3 months in 2018, Q1 2019
- Grew the network by minimum of 13 providers per month, earning monthly bonus 4 months in 2019, 3 in 2018
- Recruited and negotiated contract for large group of 30 doctors at 12 locations
- Prepared and presented special training for entire team related to provider fee schedules
- Selected by the VP to assist in training the new team supervisor.
Office Assistant
AEROTEK STAFFING AGENCY
01.2015 - 01.2016
- Entered detailed custom furniture orders using proprietary computer programs
- Answered customer service calls and routed phone calls for design associates
- Processed order payments and assisted with other administrative duties as assigned
- Reported to the store manager, approximately 10 associates in store team.
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Customer Service Associate
Magellan Healthcare
01.2014 - 03.2015
- Answered approximately 60 inbound calls per day
- Quoted and explained mental health benefits for a variety of health insurance companies and plans to providers and members
- Ensured patient HIPAA privacy requirements
- Investigated and explained claim status to callers including doctors' offices, treatment facilities, and members
- Created authorizations for Employee Assistance Program services and inpatient psychiatric care using company software
- Provide general customer service to callers, responsible for conflict resolution and de-escalation of upset callers.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
Customer Service Associate
MAGELLAN HEALTH CARE
01.2013 - 01.2014
- Reported to team supervisor, approximately 20 on team
- Contacted providers, imaging centers, and patients to inform whether radiology studies would be covered by insurance.
Bookseller & Barista
BARNES AND NOBLE
01.2011 - 01.2012
- Worked in café and on sales floor
- Responsible for opening and closing and running the café alone on multiple occasions
- Reported to Café Lead
- Duties on the sales floor included communicating effectively with customers and using creative problem solving to determine needs by locating specific titles or suggesting books and media
- Reported to the department lead and store manager
- Store staff approximately 45.
Education
Bachelor of Integrated Studies -
Murray State University
Murray, KentuckySkills
Local, state, and federal tax returns
Tax law knowledge
Load planning support
Transportation Management
Customer Service
Data Entry
HIPAA Compliance
Policy Interpretation
Claims analysis
Timeline
Tax Preparer
H&R BLOCK
01.2021 - Current
Associate Operations Coordinator
CH ROBINSON
01.2021 - 01.2024
Provider Recruitment Representative
DELTA DENTAL
01.2017 - 01.2019
Office Assistant
AEROTEK STAFFING AGENCY
01.2015 - 01.2016
Customer Service Associate
Magellan Healthcare
01.2014 - 03.2015
Customer Service Associate
MAGELLAN HEALTH CARE
01.2013 - 01.2014
Bookseller & Barista
BARNES AND NOBLE
01.2011 - 01.2012
Client Service Professional
H&R BLOCK
01.2009 - 04.2020
Bachelor of Integrated Studies -
Murray State University