Irine Kaida
Morgantown,WV
Summary
Dedicated customer service professional with extensive experience in remote customer service, call center environment, and in-person. The experiences range from customer service, education, and training, to project management and operations supported by educational knowledge and employment history. Learns quickly and adapts well to new technologies. Function well independently, and as a team member, comfortable in a fast-paced environment. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
24
24
years of professional experience
Work History
Intuit Turbo Tax Product and Tax Expert
WSOL
11.2023 - Current
- Research or provide known solutions quickly to answer Intuit TurboTax online customers in need of support by phone or chat.
- Providing comfortable interacting with customers through video screen share, handle in professional way that represents company and brand well.
- Responded to support requests from Turbo Tax customers patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding usage of programs
Supervisor/Team Leader
Pattons Building Servises, Inc
11.2013 - 07.2020
- Monitored and supervised staff performing maintenance duties according to the client's protocols
- Coaching and leading team of employees, organizing work schedules, payroll, timekeeping, updating procedures and policies, and conducting customer service activities.
Customer Service Associate
United Bank
11.2011 - 11.2012
- Registering new customers and updating existing customers' personal and financial information
- Cash operations, accounting, and banking financial services
- Answering the phone and maintaining a polite and consistent phone manner
- Responding to customers' inquiries and protecting customers confidentiality
- Keeping office supplies adequately stocked
- Organizing charity events, fundraisers.
Customer Service for Bank of America
Teletech Holding
01.2003 - 08.2011
- Resolved Bank of America customers' telephone calls, emails, and chat inquiries, answered questions, and resolved accounting problems in a timely manner
- Developed and trained Teletech's new customer service representatives on the proper handling of customer inquiries
- Monitored agent performance, and provided coaching to improve QA feedback, performance metrics, and customer survey responses
- Handled angry customer escalations
- Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards
- Reconciled unmatched deposits to electronic remittance advice, credit card, etc
- Researched and resolves unapplied payments and denial of payments using internal sources, written communication, websites, and phone inquiries to determine appropriate accounts for payment application
- Researches and applies unidentified/undistributed cash to correct invoice lines to ensure accurate account activity within best business practices.
Research Scientist
WVU School of Medicine
09.2000 - 01.2001
- Planned and conducted research experiments to create a new strain of transgenic rats suitable for cardiovascular research.
- Developed novel research methodologies for improved data analysis and interpretation.
- Managed laboratory budgets effectively, allocating funds strategically for maximum impact on research outcomes.
- Mentored junior scientists, fostering professional growth and enhancing team capabilities.
- Evaluated new technologies for potential integration into existing research processes, driving continuous improvement efforts.
Education
BS Education - Education
Sumy State University
Sumy, Sumskaya Oblast', Ukraine06.1988
MS Biology and Chemistry -
Sumy State University
Sumy, Sumskaya Oblast', Ukraine06.1988
Skills
- Strong problem-solving skills
- Knowledge of accounting, payroll, timekeeping, bookkeeping
- Procurement, purchasing, invoicing, and e-commerce procedures and systems
- Taxes
- Project and time management skills, ability to function independently on one or more individual projects while collaborating on team projects
- Customer service
- Team and operation leadership, training, and coaching to maintain performance goals
- Ability to manage numerous projects and priorities at once
- Confident in a fast-paced, complex, and sometimes high-pressure environment
- Good computer skills Google Suit, Microsoft Excel, Word, PowerPoint, Intuit Turbo Tax
- Excellent phone, and chat skills
- Customer Relationship Building and Retention
- Remote Office Availability
Timeline
Intuit Turbo Tax Product and Tax Expert
WSOL
11.2023 - Current
Supervisor/Team Leader
Pattons Building Servises, Inc
11.2013 - 07.2020
Customer Service Associate
United Bank
11.2011 - 11.2012
Customer Service for Bank of America
Teletech Holding
01.2003 - 08.2011
Research Scientist
WVU School of Medicine
09.2000 - 01.2001
BS Education - Education
Sumy State University
MS Biology and Chemistry -
Sumy State University
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