Erica Townsend
Lake Forest,CA
Summary
Diligent, detail-oriented and experienced highly motivated individual offering a solid understanding of tax related issues, customer service and sales. I am proficient in reviewing large data sets with speed and accuracy to verify integrity of information. I have a passion for customer service and relationship based sales.
Overview
13
13
years of professional experience
Work History
Tax Filing Coordinator III
UKG INC
07.2022 - Current
- Responded to taxpayer questions and helped individuals complete and file tax documentation.
- Prepared tax forms for clients.
- Kept case data and contact information up to date to expedite proceedings.
- Processed tax payments
Operations Team Lead
UKG INC
03.2020 - 07.2022
- Motivated and trained employees to maximize team productivity.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Managed internal operational standards and productivity targets.
- Analyzed department metrics and performance and reported findings to management.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
Named Tax Representative
UKG INC
01.2019 - 03.2020
- Worked closely with clients to properly fill out tax forms and file tax returns electronically.
- Kept up to date on current information and advised clients to make proper adjustments.
- Prepared company packages quarterly.
Executive Relationship Manager
UKG INC
06.2018 - 03.2020
- Worked with clients to address and respond to client and partnership management issues.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Worked with internal partners to maximize sales efforts to business customers and cross-sell other products and services.
- Requested customer feedback to drive client satisfaction and retention while quickly remedying issues.
Payment Services Specialist
UKG INC
05.2016 - 06.2018
- Researched and resolved rate and tax discrepancies to enable accurate account balance maintenance.
- Assisted with client inquiries and provided timely responses to enhance customer satisfaction.
- Provided excellent customer service, developing and maintaining client relationships.
- Monitored customer accounts to identify and rectify tax notices.
- Provided proactive training resources to the client to prevent future errors.
Rental Sales Coordinator
BigRentz
11.2014 - 05.2016
- Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
- Improved productivity by increasing customer communication and responding to feedback.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Compiled client profiles and entered information into operating system.
Sales Representative
Enterprise Car Sales
10.2012 - 01.2014
- Managed customer accounts to secure customer satisfaction and repeat business.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and implemented sales strategies to increase profits.
- Used customer insights to develop innovative sales strategies to increase sales.
- Generated new leads through networking and attending industry events.
Rental Sales Agent
Enterprise Rent-A-Car
07.2010 - 01.2014
- Resolved customer disputes to maintain positive relationships and increase customer base.
- Developed and implemented rental sales training that increased revenues.
- Drafted quotes, confirmed orders, and managed transfers to handle rental needs efficiently.
- Coordinated with sales teams and clients to manage inventory, adjust orders, and handle logistics.
Education
Bachelor of Science - Business Administration/ Marketing
California State University - Fullerton
Fullerton, CA05.2010
Skills
- Information Updates
- Taxpayer Relations
- Special Projects
- Sales Training
- Sales Goal Attainment
- Effective Selling Techniques
- Conflict Mediation
- Typing Proficiency
- Microsoft Excel
- Negotiation
Timeline
Tax Filing Coordinator III
UKG INC
07.2022 - Current
Operations Team Lead
UKG INC
03.2020 - 07.2022
Named Tax Representative
UKG INC
01.2019 - 03.2020
Executive Relationship Manager
UKG INC
06.2018 - 03.2020
Payment Services Specialist
UKG INC
05.2016 - 06.2018
Rental Sales Coordinator
BigRentz
11.2014 - 05.2016
Sales Representative
Enterprise Car Sales
10.2012 - 01.2014
Rental Sales Agent
Enterprise Rent-A-Car
07.2010 - 01.2014
Bachelor of Science - Business Administration/ Marketing
California State University - Fullerton
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