Irine Kaida

• Research or provide known solutions quickly to answer Intuit TurboTax online customers in need of support by phone or chat
• Providing comfortable interaction with customers through video screen share, handled in a professional way that represents the company and brand well
• Responded to support requests from Turbo Tax customers and patiently walked individuals through basic troubleshooting tasks
• Explained technical information in clear terms to non-technical individuals to promote a better understanding usage of programs
• 1 year experience in a tax role

• Monitored and supervised staff performing maintenance duties according to the client's protocols
• Coaching and leading a team of employees, organizing work schedules, payroll, timekeeping, updating procedures and policies, and conducting customer service activities.

• 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, and fundraisers.

• Resolved Bank of America customers' telephone calls, emails, and chat inquiries, answered questions, and resolved accounting problems on time
• Developed and trained Teletech's new customer service representatives on the proper handling of customer inquiries
• Monitored agent performance, and quality assurance, providing coaching to improve QA feedback, performance metrics, and customer survey responses
• De-escalated situations involving dissatisfied customers, while offering patience and support
• Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards
• Reconciled unmatched deposits and transactions to electronic remittance advice, credit card, etc
• Researched and resolved 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

• 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.

Planned and conducted research experiments to create a new retroviral carrier for directed gene transfer suitable for cancer gene therapy

• 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.