Edjanni Njie-Mokonya

Client Service Representative

HR Block

Laurel, MD

11.2019 - 04.2021

Drafted communications distributed to team, senior executives, and clients.
Prepared and filed all paperwork for clients and tax advisors.
Responsible for scheduling appointments for clients and educating the on the different services they qualify for.
Scheduled meetings with prospective and existing clients to optimize long-term business success.
Greeted all clients with a positive attitude and was constantly eager to work.
Followed up with clients through calls and emails.
Handle special projects delegated by supervisor.
Assisted in planning and logistics for district meetings.
Managed and updated physical and digital client account information to keep records accurate and current.
Assisted tax providers in making copies, sending faxes, organizing documents and rearranging schedules.
Provided administrative support to the department, including data entry, filing, and other duties required.
Demonstrated a strong commitment to providing compassionate and quality client care.
Ability to maintain a professional demeanor at all times.
Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
Firm knowledge of spreadsheet and data management, as well as basic computer skills.
Familiarity with case management systems.
Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
Kept office equipment functional and supplies well-stocked to promote efficient operations.
Leverage client data to understand user preferences and service recommendations.