Summary
Overview
Work History
Education
Skills
Timeline
Generic
Hailey Hall

Hailey Hall

Cedar Rapids,Iowa

Summary

Diligent and personable customer service representative seeking a position in which my communication skills combined with my problem-solving skills can be useful in serving customers. Capable of handling multiple tasks in a fast-paced environment. Able to keep customers happy and smiling while resolving their issues in the shortest time possible. Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 13 years of experience in Customer Support.

Overview

2
2
years of professional experience

Work History

Taxpayer Support Specialist

Column Tax
01.2023 - 02.2023
  • Worked with software development team on reported errors and bugs on newly released software.
  • Assisted Customers with questions on the software and provided IRS links for tax related questions.
  • Helped escalate issues within the programs and software.
  • Helped with launch of startup,
  • Resolved questions and product concerns with little oversight.
  • Handled customer chats, and tickets with questions regarding product and tax season.
  • Used LogRocket to determine and assist customers with their question.
  • Found and escalated product bugs, documented and entered information in excel and google docs.

Customer Support Specialist

Thomas L Cardella & Associates
08.2022 - 11.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided primary customer support to internal and external customers.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
  • Described product highlights and benefits to help guide purchasing decisions.

CUSTOMER SERVICE REPRESENTATIVE

Safelite
04.2022 - 07.2022
  • Addressed customers courteously using suitable methods and problem-solving skills
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
  • Maintained logs and documentation to detail key information regarding incoming and outgoing calls
  • Assisted customers with filing their auto glass claims.

ACCOUNT SUPPORT REP

I TAXACT I
12.2021 - 04.2022
  • Assisted customer with technical and account support
  • Helped answer customer questions and guiding them to the appropriate areas with in the program
  • Staying up to date on tax law and tax changes
  • Assisting customers by both phone and email.

SALES REPRESENTATIVE

Mass Markets
05.2021 - 12.2021
  • Handled client deposits and transactions and updated billing information in company databases
  • Monitored customer accounts, updating payment and shipping details in company system
  • Remained current on relevant product and industry information to provide up-to-date catalogs and services
  • Adapted to and remained flexible in changing, fast-paced work environment
  • Entered customer transaction information into company databases
  • Provided product information to customers and aligned products with customer needs to boost satisfaction.

TAXPAYER

TaxAct
02.2021 - 05.2021
  • Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support
  • Built sustainable relationships and trust with customer accounts using open and interactive communication
  • Read from scripts to promote uniformity and consistency in communications
  • Referred unresolved customer grievances to designated departments for further investigation
  • Navigated multiple computer systems and applications and utilized search tools to find information
  • Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
  • Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
  • Participated in ongoing training to enhance own job skills and knowledge
  • Adhered to quality and service standards to support operational goals
  • Experienced with social media and communications platforms.

Education

16 | ASSOCIATES -

I ARGOSY UNIVERSITY

BUSINESS ADMINISTRATION & MANAGEMENT - MARKETING

Skills

  • Responding to Difficult Customers
  • Calm and Professional Under Pressure
  • Courteous with Strong Service Mindset
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Upbeat and Positive Personality
  • Data Entry and Maintenance
  • Customer Retention Strategies
  • Customer Account Management
  • Building Customer Trust and Loyalty
  • Order and Refund Processing
  • Call Documentation
  • Inbound and Outbound Calling
  • Answering Customer Questions
  • Credit Card Payment Processing
  • Educational Opportunities
  • Customer Inquiry Response
  • Customer Service and Assistance
  • Livechat Messaging
  • Critical Thinking
  • Call Volume and Quality Metrics
  • Recommending Solutions
  • Skilled in Microsoft Office
  • First-Tier Technical Support
  • Promoting Brand and Company Identity
  • Compiling Data
  • Training Material Development
  • Customer Communication and Empathy
  • Friendly and Patient

Timeline

Taxpayer Support Specialist

Column Tax
01.2023 - 02.2023

Customer Support Specialist

Thomas L Cardella & Associates
08.2022 - 11.2022

CUSTOMER SERVICE REPRESENTATIVE

Safelite
04.2022 - 07.2022

ACCOUNT SUPPORT REP

I TAXACT I
12.2021 - 04.2022

SALES REPRESENTATIVE

Mass Markets
05.2021 - 12.2021

TAXPAYER

TaxAct
02.2021 - 05.2021

16 | ASSOCIATES -

I ARGOSY UNIVERSITY

BUSINESS ADMINISTRATION & MANAGEMENT - MARKETING

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