Falicia Newsome
Healthcare
Riverview,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
Work History
Senior Tax Manager
Newsome Notary & Professional Tax Services
Tampa, FL
12.2010 - 04.2022
- Accounts Payable/Receivable
- Virtual Assistant Services for payroll
- Accurately prepared and filed federal and state tax returns in a timely manner
- Developed tax strategies to assist clients in being tax compliant
- Identified tax problems and developing solutions
- Completed responses and schedules in preparation for income tax audits
- Monitored developments in tax legislation
- Reviewed tax returns
- Informed staff of developments in tax legislation
- Supervised members of the tax team to ensure that tax returns are completed correctly
- Processed Payroll
- Recruited Tax Professionals for Upcoming Tax Season
- Classified assets correctly to properly account for depreciation on routine filings
- Proved successful working within tight deadlines and afast-paced atmosphere
Market Researcher
Proactive Worldwide, Inc.
Schaumburg, United States
10.2018 - 11.2019
- Devised over 100 questionnaires, surveys, and open forum discussions to generate real-time data collection from target demographic.
- Utilized diverse research techniques and online or published data collection tools to amass key information or statistics, supporting business objectives.
- Analyzed and consolidated data from different sources to generate campaign performance reports.
- Created and evaluated target segmentation, email, and canvas elements to maximize marketing campaign coverage.
- Met with supervisor to determine project scope, outline deliverables or timelines and create action plan
- Scheduled interview appointments with respondents and created multiple questionnaires before commencing data collection.
Support Analyst/IT Networking
Charter Communications, Time Warner Cable
Tampa, FL
07.2010 - 09.2017
- Took inbound support calls averaging 100-200 calls per day in call center environment; also communicate with internal users via email
- Setting up remote internal users to VPN system to company network access.
- Used Salesforce to track client's installments, products and communication.
- Responsible for Exchange/Outlook support to internal users including password resets and updates, and troubleshooting issues with receiving and sending emails
- Supported new hardware and software deployments, providing supporting processes
- Identified and contributes to process improvements
- Monitored and respond to all e-mails
- Attended training as provided
- Worked various shifts and on-call support as assigned
- Performed other duties as assigned.
Call Center Customer Service Professional
Medco Health Solutions
Tampa, FL
08.2007 - 04.2009
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer comments and questions via LiveChat during shifts.
- Answered over 100-200 calls per shift to meet fast-paced call center demands.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Generalist
Knowledge Transfer Group
Middle Island, NY
12.2004 - 06.2007
- Received over 100-200 trouble reports daily, complaints, and inquiries of all types from customers i.e.: CLEC'S, ULEC, IXC, AND CELL companies.
- Provided help desk support to customer inquiries provided technical assistance and managed customer's accounts.
- Assisted and educated customers on various outages.
- Contacted customers to verify and investigate \trouble confirm appointments and resolve trouble reports confirming customer's satisfaction with trouble report closure.
- Screened trouble reports. Utilizes AAIS and STORC for verification and updates
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Education
Bachelor's - Communications
University of Phoenix-Online
06.2021
Associate - Business Fundamentals
University of Phoenix
Phoenix, AZ11.2016
Skills
- Management
- Team Building Leadership
- Risk Assessment
- Service-Oriented
- Competitive Research
- Problem Solving
- Sales Force
Timeline
Market Researcher
Proactive Worldwide, Inc.
10.2018 - 11.2019
Senior Tax Manager
Newsome Notary & Professional Tax Services
12.2010 - 04.2022
Support Analyst/IT Networking
Charter Communications, Time Warner Cable
07.2010 - 09.2017
Call Center Customer Service Professional
Medco Health Solutions
08.2007 - 04.2009
Generalist
Knowledge Transfer Group
12.2004 - 06.2007
Bachelor's - Communications
University of Phoenix-Online
Associate - Business Fundamentals
University of Phoenix
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