Darnesheia Coleman
Houston
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Customer & Tax Support Specialist
Intuit Inc.
09.2022 - 10.2024
- Delivered virtual support for individuals and small businesses using Intuit tax products, including TurboTax and QuickBooks.
- Assisted customers with software navigation, account setup, payment issues, login recovery, e-filing problems, and tax document uploads.
- Troubleshot technical issues in real-time using screen sharing and step-by-step guidance while maintaining professionalism and accuracy.
- Maintained an average satisfaction rating of over 90% while managing a high volume of inquiries during peak filing seasons.
- Provided clear and empathetic explanations of IRS processes, refund timelines, tax calculations, and resolution steps.
- Created internal notes, updated ticket statuses, and followed up with customers to ensure resolution of outstanding concerns.
- Collaborated with internal departments to escalate and resolve complex client cases.
- Promoted best practices for digital self-service while maintaining a customer-first approach.
Client Support Analyst - Accounting & Payroll Services
Sysco Corporation
03.2013 - 05.2019
- Acted as a liaison between finance teams, vendors, and customers to resolve billing discrepancies and account concerns.
- Handled payroll inquiries, benefit adjustments, and tax documentation issues.
- Provided training and documentation for internal support procedures.
- Participated in workflow improvements to increase issue resolution efficiency.
Account Support Specialist
Reasoning Mind (Non-Profit)
06.2010 - 01.2012
- Provided support to internal staff, teachers, and donors for account access, reimbursements, and technical issues.
- Maintained accurate financial and CRM records.
- Responded to inquiries via phone and email, resolving access and payment issues.
Education
Bachelor of Business Administration - Accounting
University of Houston
12.2012
Skills
- Customer Service & Technical Support
- CRM Tools (Zendesk, Freshdesk)
- QuickBooks
- Written & Verbal Communication
- Financial Documentation Assistance
- Multi-Tasking in High-Volume Environments
- Software Walkthroughs & Troubleshooting
- Benefits documentation
- Documentation filing
- Client communication
- Regulatory compliance
- Bookkeeping proficiency
- Quality control
- Record preparation
- Data collection
- Project management
Professional Highlights
- Supported over 1,000 customers at Intuit with high satisfaction scores.
- Resolved complex payroll and benefits cases at Sysco.
- Supported donor and educator engagement at Reasoning Mind.
Timeline
Customer & Tax Support Specialist
Intuit Inc.
09.2022 - 10.2024
Client Support Analyst - Accounting & Payroll Services
Sysco Corporation
03.2013 - 05.2019
Account Support Specialist
Reasoning Mind (Non-Profit)
06.2010 - 01.2012
Bachelor of Business Administration - Accounting
University of Houston
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