Ingrid Smalls

Work History

Proxy Solicitor

Equiniti-ICS

08.2023 - 03.2025

Fostered an environment of continuous learning among team members, providing opportunities for professional growth.
Created customized presentations for client meetings, highlighting key issues and proposed solutions within their respective industries.
Developed strong relationships with institutional investors, fostering trust and confidence in the solicitation process.
Strengthened company reputation through consistent delivery of excellent results in contentious shareholder situations.
Adapted quickly to changing client needs, demonstrating flexibility and agility in the face of evolving business requirements.

Owner

Closet Divaz Mobile Boutique

07.2014 - 07.2024

Managed day-to-day business operations.
Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
Consulted with customers to assess needs and propose optimal solutions.
Increased customer satisfaction by implementing efficient business processes and providing exceptional service.

Tax Preparer

Liberty Tax

12.2017 - 11.2023

Managed tax preparation for diverse client base at Liberty Tax from Dec 2017 to Nov 2023
Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
Analyzed financial records to verify accuracy of tax returns.
Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
Assessed client tax situations to determine best filing options.
Completed and filed returns with tax departments at local, state, and federal levels.
Maintained complete records of client tax returns and supporting documentation in secured areas.
Educated clients on tax planning strategies, helping them save money in future years.
Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
Prepared tax returns for clients in various industries according to government regulations and requirements.

Lead CSR [REMOTE]

Select Quote

04.2014 - 10.2017

Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
Acted as a liaison between clients, sales representatives, and other internal teams to ensure seamless collaboration efforts.
Utilized CRM tools effectively to manage client information, streamline workflows, and track progress towards goals.
Reduced wait times for customers by efficiently managing high call volumes during peak periods.
Fostered a positive work environment by encouraging open dialogue among team members regarding obstacles faced in daily operations.
Provided exceptional support to clients, fostering long-term relationships built on trust and reliability.
Implemented feedback from customers to improve processes and enhance overall user experience.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Followed up with customers about resolved issues to maintain high standards of customer service.
Met customer call guidelines for service levels, handle time and productivity.

Intake Worker

Pee Dee Community Action

11.2008 - 02.2014

Conducted effective follow-ups with clients after initial intake appointments, ensuring ongoing support and addressing any emerging needs or concerns.
Enhanced client satisfaction by conducting thorough intake interviews and gathering accurate information.
Collaborated with case managers to ensure seamless handover of client information after the intake process, expediting service delivery and improving overall outcomes.
Reduced waiting times for clients during the intake process, implementing efficient scheduling practices and time management techniques.
Managed high-pressure situations effectively while working under tight deadlines during busy periods in the intake department, prioritizing tasks efficiently without compromising quality of service.
Increased case management effectiveness with timely data entry of client information into relevant systems.
Actively participated in staff meetings and professional development opportunities, continuously seeking to enhance knowledge and skills related to intake work processes and best practices.
Completed intake assessment forms and filed clients' charts.
Maintained accurate and up-to-date client records.
Answered phone calls and provided new clients with required paperwork to initiate service.
Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
Collected, verified, recorded and processed client demographics, insurance payments, and referral information.

Assistant Manager

TitleMax of Mullins

09.2002 - 10.2008

Supervised day-to-day operations to meet performance, quality and service expectations.
Maintained a clean, safe, and organized store environment to enhance the customer experience.
Developed strong working relationships with staff, fostering a positive work environment.
Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
Improved customer satisfaction by addressing and resolving complaints promptly.
Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Conducted employee performance evaluations, providing constructive feedback for growth and development.
Conducted performance evaluations and provided constructive feedback to employees.
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Lead Collection Specialist

Nationwide Credit Corp

04.1997 - 06.2002

Enhanced debt recovery rates by implementing effective collection strategies and techniques.
Introduced innovative solutions such as automated reminders, contributing to higher contact rates between agents and customers.
Negotiated payment plans with customers to achieve mutually beneficial outcomes for both parties.
Reduced delinquency rates with proactive monitoring of accounts and implementing timely interventions.
Oversaw the review of outstanding account balances regularly, prioritizing cases based on risk factors such as age of debt or likelihood of repayment.
Led a team of collection specialists, consistently achieving or exceeding departmental targets and goals.
Reviewed and analyzed accounts receivable data, identifying trends and areas for improvement in the collections process.
Worked with customer to create debt repayment plan based on current financial condition.
Contacted customers to discuss past-due accounts and negotiated payment plans.
Established relationships with customers to encourage payment of delinquent accounts.
Listened to customers and negotiated solutions that met creditor and debtor needs.
Entered client details and notes into system for interdepartmental access and review.
Processed debtor payments and updated accounts to reflect new balance.

Summary

Overview

Work History

Proxy Solicitor

Owner

Tax Preparer

Lead CSR [REMOTE]

Intake Worker

Assistant Manager

Lead Collection Specialist

Education

Some college - Business Management

Certificate of Technical Studies - Medical Transcription

GED - General Studies

Skills

Timeline

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