Hi, I’m
Demita Uddin
Tax Perparer
Valdosta,GA
Summary
Dynamic professional with 15 years of experience seeking a Senior Customer Success Manager role. Proven expertise in client relationship management, customer retention strategies, and strategic planning, with a track record of increasing retention rates and managing high-volume interactions. Skilled in leveraging CRM technology, problem-solving, and cross-functional collaboration to enhance customer satisfaction and drive business success.
Overview
16
years of professional experience
Work History
Everise
Client Retention Specialist
06.2024 - Current
Job overview
- Increase retention rates by effectively achieving set retention goals.
- Utilize exceptional listening skills to address and overcome customer concerns and objections.
- Reinforce the value and benefits of Vehicle Service contracts to maintain customer engagement.
- Operate efficiently in a call-center environment, leveraging CRM and technology proficiency to manage high-volume interactions.
- Influence customers to appreciate contract value and identify opportunities to sustain their business.
- Employ problem-solving skills to identify core customer issues and develop payment strategies for resolution.
- Manage and nurture customer relationships to ensure understanding and satisfaction with contract terms.
Teleperformance
Technical Support Advisor
03.2021 - 05.2024
Job overview
- Responded to a high volume of inbound calls, adhering to work schedules and maintaining service quality.
- Delivered exceptional customer service by addressing smartphone-related inquiries with active listening.
- Diagnosed and resolved technical issues, including network connectivity, software updates, and device performance.
- Guided customers through troubleshooting and escalated complex issues to advanced support teams.
- Maintained up-to-date product knowledge of smartphones to provide accurate information.
- Documented customer interactions and resolutions in the CRM system for efficient follow-up and tracking.
- Identified and reported critical issues to appropriate teams for resolution and product enhancement.
- Educated customers on smartphone features, offering best practices to enhance user experience.
Tax Man Services
Tax Perparer
10.2012 - 04.2024
Job overview
- Analyzed financial records to verify accuracy of tax returns.
- Communicated with clients regarding tax situations, providing guidance on financial decisions.
- Prepared tax returns for clients in various industries according to government regulations and requirements.
- Maintained compliance by adhering to current tax laws and regulations.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.
Colony Bank
Digital Fraud Review Analyst
01.2019 - 01.2021
Job overview
- Conducted fraud detection monitoring for checks deposited via ATM and Mobile FXD platforms.
- Reviewed Actimize Deposit Activity Alerts, notifying branches of suspicious activities.
- Monitored digital fraud patterns and swiftly acted to mitigate institutional losses.
- Utilized assigned fraud strategies to document rules, reports, and techniques for easy reference and learning.
- Recorded and analyzed monthly fraud trends across electronic banking platforms.
- Investigated customer accounts for potential fraudulent activities.
- Ensured the completion of the chargeback process.
- Adhered to Regulation CC guidelines for ATM deposit holds while understanding mobile deposit regulations.
- Maintained high security standards to minimize financial risk to the institution and customers.
- Cross-trained new employees and supported branch staff and other departments during peak times.
Archbold Brooks
Accounts Payable Coordinator
08.2018 - 12.2018
Job overview
- Processed payments on accounts accurately and efficiently, ensuring timely financial transactions.
- Reviewed and validated payment documentation to maintain compliance with financial policies.
- Verified purchase records and reconciled accounts as necessary to resolve discrepancies.
- Developed and presented monthly financial reports to supervisors, enhancing transparency and decision-making.
- Contributed to the financial operations of a healthcare facility by supporting sound fiscal practices.
Express Employment Professionals
HCV Program Specialist
04.2013 - 07.2015
Job overview
- Delivered exemplary customer service to participants and landlords within the Housing Choice Voucher Program, addressing inquiries and requests efficiently.
- Collected, reviewed, and processed data pertinent to assigned tasks, ensuring tenant rents and housing assistance payments were calculated accurately and on time.
- Conducted interviews and termination hearings with program participants and property owners, resolving issues and complaints effectively.
- Maintained comprehensive documentation of all tasks in the participant file management system and ensured proper organization of physical documents.
- Executed timely follow-ups on tasks, managed correspondence accurately, and issued vouchers and tenancy approvals using approved agency forms.
- Prepared Housing Assistance Payment (HAP) contracts to ensure prompt execution and processing, facilitating timely payments to owners and managers.
- Managed the timely processing and mailing of utility allowance payments, ensuring compliance with deadlines.
- Reviewed landlord and owner leases for compliance with program and statutory requirements, ensuring adherence to guidelines.
- Updated and maintained accurate landlord information within the system, accommodating necessary changes promptly.
- Actively participated in team meetings and special projects, contributing to process improvements and supporting departmental initiatives and policies.
Drury Plaza Hotel
Hotel Night Auditor
02.2010 - 02.2013
Job overview
- Executed front desk operations, including guest check-ins/outs, sales program promotion, guest record maintenance, and cash handling.
- Audited daily financial transactions to ensure accurate and balanced entries for the hotel’s financial records.
- Generated and reviewed reports to confirm the accuracy of information.
- Supported breakfast setup, including food preparation, service, and cleaning as needed.
- Managed the property independently during overnight shifts, ensuring guest safety and security.
- Delivered exceptional guest service by addressing inquiries, requests, and complaints promptly and professionally.
- Fostered a positive work environment for both team members and guests through consistent professionalism and a supportive attitude.
Education
Valdosta State UniversityValdosta, GA
Bachelor of Business Administration
Ultimate Medical AcademyClearwater, FL
from Heath Science Medical Assistant
Skills
Client Relationship Management
Strategic Planning
Data Analysis
Problem Solving
Communication
Leadership
Customer Retention Strategies
Technical Proficiency
Cross-Functional Collaboration
Project Management
Microsoft Office
Business Acumen
Client Loyalty
ADP
Oracle
AVAYA
RingCentral
Twilio
Jira
Tableau
Five9
Genesys
Negotiation
Skip Tracing
Salesforce
Zendesk
Professionalism and Ethics
Microsoft Dynamics 365
Outlook
Computer Literacy
Technical Proficiency
iOS
macOS
Medical Terminology
HIPAA
Competencies Accuracy
Audit Coordination
Reservations
Knowledge of HUD Regulations
Insurance Knowledge
Data Analysis
Interpersonal Skills
Confidentiality
Reconciling
SQL
Invoicing
General Ledger
Analytical and Investigative
EPIC
EMR
EHR
Cybersecurity Knowledge
Database Management
Ethical Judgment
Timeline
Client Retention Specialist
Everise
06.2024 - Current
Technical Support Advisor
Teleperformance
03.2021 - 05.2024
Digital Fraud Review Analyst
Colony Bank
01.2019 - 01.2021
Accounts Payable Coordinator
Archbold Brooks
08.2018 - 12.2018
HCV Program Specialist
Express Employment Professionals
04.2013 - 07.2015
Tax Perparer
Tax Man Services
10.2012 - 04.2024
Hotel Night Auditor
Drury Plaza Hotel
02.2010 - 02.2013
Valdosta State University
Bachelor of Business Administration
Ultimate Medical Academy
from Heath Science Medical Assistant