KAMEKA Z. FAGAN
Pineville,NC
Summary
Results-driven Customer Service and Tax Professional with experience in remote support, tax preparation, data entry, and client retention. Proven ability to build rapport, resolve complex issues, and deliver accurate financial services. Highly coachable, detail-oriented, and skilled in maintaining customer satisfaction while meeting performance goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
PTIN Tax Preparer / Client Services Representative
Corporate Crown Tax Group
Memphis, TN
09.2024 - Current
- Prepare and file 100+ individual tax returns using TaxSlayer, ensuring accuracy and IRS compliance
- Collect and verify client documentation (W-2s, 1099s, 1098-T, 1095-A, etc.)
- Conduct detailed client interviews to determine filing status, credits, and deductions
- Maintain due diligence documentation to support audit readiness
- Assist clients with refund advance applications and explain tax outcomes clearly
- Provide remote customer support via phone and email
- Maintain confidentiality of sensitive financial data
- Build client relationships to increase retention and repeat business
Owner/Operator
Fancy Fagans Professional Cleaning LLC
Pineville, NC
01.2022 - Current
- Managed daily operations ensuring high standards of cleanliness and customer satisfaction.
- Developed and implemented efficient cleaning processes to optimize workflow.
- Trained and mentored staff on best practices in cleaning techniques and safety protocols.
- Oversaw inventory management, including procurement of cleaning supplies and equipment.
- Conducted quality inspections to maintain compliance with industry standards and client expectations.
- Established strong client relationships through effective communication and service delivery.
- Evaluated customer feedback to drive continuous improvement in service offerings.
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
- Evaluated company performance against objectives, adjusting strategies as needed to achieve desired results.
- Trained and motivated employees to perform daily business functions.
- Implemented effective financial management practices, improving cash flow and profitability.
- Assessed income and expenses and adapted plans to improve profit levels.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
Customer Service Supervisor
Charter Communications
03.2022 - 04.2024
- Supervised and trained team members across multiple departments
- Handled escalated customer concerns and resolved complex issues
- Managed CRM systems including Salesforce updates and workflows
- Provided support via phone and email channels
- Improved customer satisfaction through effective problem-solving and communication
Data Entry / Account Administrative Representative
Incenter Insurance Solutions
07.2019 - 08.2020
- Entered and validated high volumes of data with strong accuracy
- Generated reports and maintained database integrity
- Supported multiple departments with administrative needs
- Analyzed data to ensure consistency and completeness
Lead Risk Advisor / Office Manager
State Farm
01.2017 - 06.2019
- Assisted customers with insurance-related inquiries and solutions
- Managed office operations and supported staff training
- Processed customer requests via phone and email
- Built strong client relationships and improved retention
Education
Colorado Mountain College
Certificate - Insurance And Risk Management
Kaplan Financial Education
01-2017
Skills
- Remote / WFH Customer Service
- Tax Preparation (PTIN Holder)
- Retention Specialist
- Active Listening & Rapport Building
- Problem Solving
- Sales & Upselling
- CRM Systems (Salesforce, Zendesk)
- Data Entry & Accuracy
- Email & Chat Support
- Microsoft Office
- Document preparation
- Income tax preparation
- Local, state, and federal tax returns
- Organization skills
- Bookkeeping
- Client communication
- Data gathering
- Tax return preparation
- Tax law compliance
- Data inputting
- Verbal/written communication
- Tax law knowledge
- Finance
- Financial statements
- Financial management
- State tax regulations
- Financial statement review
- Tax compliance
- Information processing
- Tax dispute resolution
- Risk management
- Tax credits expertise
- Accounting software mastery
- Year-end tax provision proficiency
- Tax deductions optimization
- Liabilities mitigation
- Strategic consulting
- International taxation
- Individual returns preparation
- IRS communication
- Tax advising
- Liability control
Certification
IRS PTIN Holder (Registered Tax Return Preparer)
ADDITIONAL STRENGTHS
- Coachable and adaptable in fast-paced environments
- Strong attention to detail and organization
- Ability to work independently in remote settings
Languages
English
Full Professional
Timeline
PTIN Tax Preparer / Client Services Representative
Corporate Crown Tax Group
09.2024 - Current
Customer Service Supervisor
Charter Communications
03.2022 - 04.2024
Owner/Operator
Fancy Fagans Professional Cleaning LLC
01.2022 - Current
Data Entry / Account Administrative Representative
Incenter Insurance Solutions
07.2019 - 08.2020
Lead Risk Advisor / Office Manager
State Farm
01.2017 - 06.2019
Colorado Mountain College
Certificate - Insurance And Risk Management
Kaplan Financial Education