Jessica Hinshaw
Daytona Beach,FL
Summary
Service- focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to constantly meet performance targets12aszxx
Overview
8
8
years of professional experience
1
1
Certification
Work History
Certified Tax Preparer
Self Employed
09.2023 - Current
- Conducted thorough research on complex tax issues to provide accurate solutions for clients'' unique situations.
- Implemented strategies for self-employed clients to optimize tax savings and minimize liabilities.
- Supported clients during IRS audits, providing documentation and expert assistance to resolve discrepancies.
- Prepared comprehensive year-end tax planning reports, enabling clients to make informed decisions regarding investments and deductions.
- Assisted clients with navigating the impact of major life events on their taxes, including marriage, divorce, and retirement planning.
- Facilitated communication between clients and taxing authorities, effectively resolving disputes or discrepancies in a timely manner.
- Mentored junior staff members in the complexities of federal and state income taxation rules, fostering professional growth within the team environment.
Customer Care Executive
Glass Doctor
04.2024 - 06.2024
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated timely responses to online customer communication and researched complex issues.
- Took ownership of customers issues to follow problems through to resolution.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
- Reduced customer complaints with proactive issue identification and resolution strategies.
Phlebotomist
Quest Diagnostics
01.2023 - 12.2023
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
Donor Service Specialist
OneBlood
01.2022 - 01.2023
- Evaluated records and risk assessment information for preliminary donor eligibility.
- Enhanced donor satisfaction by providing exceptional customer service and addressing their inquiries.
- Succeeded at building trust among first-time donors by providing transparent information about donation allocation processes.
- Managed interactions with donors and donation center personnel to achieve goals.
- Conducted dynamic presentations to internal and external customers, partners and executive leadership.
- Collected Quality blood samples and bags according to SOP.
Manager
Scooter's Coffee
03.2018 - 01.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
Shift Leader
Auntie Anne's Pretzels
10.2016 - 10.2018
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Enforced company policies and regulations with employees.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
Education
Space Coast Youth Build
Cocoa, FLSkills
Income Tax Preparation
Client Communication
Tax Software Mastery
Payroll Processing
Career Pathing
Complaint Handling
Creative solutions
Problem Identification
Inventory Tracking
Innovative thinking
Certification
- BLS Certification 01/2024-01/2026
Timeline
Customer Care Executive
Glass Doctor
04.2024 - 06.2024
Certified Tax Preparer
Self Employed
09.2023 - Current
Phlebotomist
Quest Diagnostics
01.2023 - 12.2023
Donor Service Specialist
OneBlood
01.2022 - 01.2023
Manager
Scooter's Coffee
03.2018 - 01.2022
Shift Leader
Auntie Anne's Pretzels
10.2016 - 10.2018
Space Coast Youth Build