Dawn Jacobsen

Tax Specialist Lead

TaxAct

10.2015 - Current

Maintained thorough and current understanding of applicable tax laws.
Collaborated with cross-functional teams to ensure seamless communication and coordination on tax-related matters.
Worked with Preparers of individuals, trusts and companies taxes to manage tax related questions
Conducted ongoing professional development activities to stay current with changing industry trends, legislation, rules, regulations affecting taxation practices.
Provided clear explanations of complex tax concepts to preparers for the purpose of completing returns,
Researched complex tax issues utilizing online resources and professional tax software.
Maintained compliance by adhering to current tax laws and regulations.
Prepared written responses or tax return amendments to resolve state and federal notices.
Researched wide array of returns such as corporate, fiduciary, individual, and private foundation returns.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Responded to customer requests for products, services, and company information.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
Improved overall call center performance with effective coaching and feedback to team members.
Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
Streamlined team efficiency by implementing new procedures for handling customer requests.
Fostered a positive work environment that encouraged collaboration and teamwork among employees.
Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
Resolved escalated customer service inquiries and complaints to maintain satisfaction.
Coached and mentored service representatives to deliver polite, professional customer interactions.
Onboarded and trained customer representatives to meet performance and service goals.
Monitored customer service calls to verify representatives' adherence to service standards and best practices.
Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Contributed to company growth by consistently meeting or exceeding performance benchmarks in key metrics.