Jamesha Newson
Las Vegas,NV
Summary
ENTERPRISING, HARD-WORKING AND TECHNICALLY SKILLED OPERATIONS AND MANAGEMENT PROFESSIONAL. Experienced in the planning, implementing and evaluating progress for the people and processes organizations. Known for accuracy, attention to detail, clear communicator, good organization, time management skills and operations' functions. 10+ years of experience in project management, business management and coaching and employee development. Backed by solid credentials. Ability to handle data with confidentiality. Spearheaded company project from having 2 locations. Implemented a virtual program which allowed tax preparers to subcontract with unlimited support. To be an effective leader you must possess the ability to find solutions.
Overview
24
24
years of professional experience
Work History
BUSINESS MANAGER/TAX CONSULTANT (SEASONAL & VIRTUAL)
TAX-N-EXPRESS
01.2000 - Current
- Prepares income tax returns for corporations and individuals, adhere to all Internal Revenue Service guidelines
- Maintains organization staff by establishing a recruiting, testing, and interviewing program; counseling managers on candidate selections for virtual offices; conducting and analyzing exit interviews; recommending changes
- Process payroll, process, and print distribute tax return checks on daily basis
- Resolve customer escalations and complaints
- Prepares employees for assignments by establishing and conducting orientation and training programs for the company
- Manage over 15 employees, while maintaining a high level of customer satisfaction
- Ensures planning, monitoring, and appraisal of employee work results by training managers to coach and discipline employees; scheduling management conferences with employees; hearing and resolving employee grievances; counseling employees and supervisors
- Ensures legal compliance by monitoring and implementing applicable human resource federal and state requirements; conducting investigations; maintaining records; representing the organization at hearings due to various laws by state, and local government.
FRAUD INTAKE COORDINATOR
Global Finance
05.2019 - 11.2023
- Responsible for complex research, and analysis of account activity to assess levels of risk
- Take appropriate corrective action through customer contact to verify legitimate usage of accounts
- Investigate account activity to identity fraud
- Verify account activity and customer identity
- Manage and maintain effective office procedures and efficient work flow
- Perform daily review of fraud cases to determine financial responsibility of a credit card transaction claimed as fraud, and review cases for patterns of fraud
- Correspond with customers and merchants, maintain corporate standards for correspondence measurements
- Best practices, and adhere to all company policies and procedures.
ESCALATIONS MANAGER
MISTKICKS LLC.
05.2016 - 02.2020
- Provide exceptional customer service, handle escalations, billing, and also uphold protection plans
- Assist representative with problematic calls and complaints
- Resolve customer escalations and complaints
- Quality assurance, technical support
- Coaching, training, and lead call center.
Education
Associate Medical Science - Medical Laboratory Technology
Generations College
Chicago, ILBUSINESS
Robert Morris
INTERNATIONAL BUSINESS
GENERATIONS COLLEGE
Skills
- Financial Management
- Customer Service
- Project Management
- Employee Management
- Analytical Thinking
- Documentation And Reporting
- Business Development
- Customer Relationship Management
- Client Relationship Management
- Issue Resolution
- Customer Relations
- Operational leadership
- Operational Oversight
- Documentation proficiency
- Customer Retention
- Employee Motivation
Coursework
- Accounting
- Business Finance
- Customer Service Management
- Negotiation Skills
- Training & Development
- Ethics
- Operations Management
- Legal Political Ethical Dimensions of Business
- Leadership & Organizational Behavior
- Benefits
- Compensation
- Performance Management
- International Business Studies
- Logistics
- Training and Development
- Auditing
- Budgeting
- Managerial accounting
- Taxation
- Cost accounting
- Basic accounting principles
- Leadership and Management
- Administrative
- ADP
- Coaching and Development
- Employment Law
- Development and Implementation
- On boarding and Off-boarding
- On the job training
- Drake
- Paychex
- Recruiting
- Workable hiring solutions
- TaxAct Professional
- Kronos
- Quick books
References
Reference available upon request
Timeline
FRAUD INTAKE COORDINATOR
Global Finance
05.2019 - 11.2023
ESCALATIONS MANAGER
MISTKICKS LLC.
05.2016 - 02.2020
BUSINESS MANAGER/TAX CONSULTANT (SEASONAL & VIRTUAL)
TAX-N-EXPRESS
01.2000 - Current
Associate Medical Science - Medical Laboratory Technology
Generations College
BUSINESS
Robert Morris
INTERNATIONAL BUSINESS
GENERATIONS COLLEGE