KATHERINE VAUGHAN
Waterbury,CT
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with a passion for developing relationships, cultivating those relationships, and growing businesses. Organized and dependable at managing multiple priorities and meeting deadlines.
Overview
14
14
years of professional experience
Work History
SERVICE DESK ANALYST
TEKsystems Work from Home
05.2023 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Addressed customer concerns and decided when to escalate problems
- Managed 45-50 customers per day with compassion and expertise.
- Resolved common user concerns by utilizing preset issue resolution methods
- Attended weekly team meetings to enhance product and service knowledge and gain insight into problem resolution strategies
- Collaborated with internal partners to effectively resolve user-end technical issues
- Diagnosed and troubleshot hardware, software and network issues
- Evaluated user problems, using test methods, personal expertise, and probing questions.
TAX PREPARER
TAX SERVICES OF AMERICA, Jackson Hewitt Tax Services
01.2013 - 01.2023
- Prepared 125-150 tax returns for clients in various industries according to government regulations and requirements by completing and filing returns with tax departments at local, state, and federal levels
- Assessed client tax situations to determine best filing options by reviewing client’s tax filing papers to determine eligibility for additional tax credits or deductions
- Maintained complete records of client tax returns and supporting documentation in secured areas
- Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits
- Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities
- Utilized proprietary tax software to prepare returns and meet deadlines
- Offered clients recommendations to reduce tax liabilities
- Maintained compliance by adhering to current tax laws and regulations.
RECRUITING ASSISTANT
UNITED STATES CENSUS BUREAU
01.2020 - 10.2020
- Served as enthusiastic first contact for potential interviewees
- Participated in public speaking events emphasizing importance of 2020 Census
- Maintained contact with non-profits, community activists, and educators
- Focused on accurate completion of 2020 Decennial Census
- Canvassed local communities in grass-roots effort to educate about 2020 Census importance
CUSTOMER SERVICE AND SALES AGENT
PORTER PRESTON
06.2016 - 12.2019
- Managed client interactions daily, completing product quotations resulting in over $300,000 in sales
- Responded to customer questions about products and services, offering advice and assistance paying attention to special needs or wants
- Educated designers on appropriate products needed to complete their installation
- Participated yearly in company marketing and product education seminar
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
TAX PREPARER
Liberty Tax Service
01.2012 - 01.2013
- Prepared 20 tax returns while training as Tax Preparer.
- Focused efforts on customer service and building clients trust and loyalty.
CUSTOMER SERVICE REPRESENTATIVE
CRYSTAL ROCK
01.2010 - 01.2011
- Processed 20-25 orders per day for water deliveries and tracked on-time and accurate deliveries of essential water products.
- Interfaced with all stakeholders to quickly resolve customers' issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma -
MOUNT VERNON HIGH SCHOOL
Mount Vernon, NY06.1990
Some College (No Degree) - Tax Law
Annual Federal Refresher Course
Waterbury, CTSkills
- Customer Service Training
- Collaborative Team Player
- Friendly and Patient
- Customer Communication and Empathy
- Tax Preparation, Tax Law Research, and Knowledge
- Critical Thinking and Organizational Skills
- Analytical and Methodical
- Documentation
- Microsoft Window, Excel, Data Entry; Multi- Line Telephone Systems
- Client Relationship Management
- Information Security
- Remote Technical Support
Timeline
SERVICE DESK ANALYST
TEKsystems Work from Home
05.2023 - Current
RECRUITING ASSISTANT
UNITED STATES CENSUS BUREAU
01.2020 - 10.2020
CUSTOMER SERVICE AND SALES AGENT
PORTER PRESTON
06.2016 - 12.2019
TAX PREPARER
TAX SERVICES OF AMERICA, Jackson Hewitt Tax Services
01.2013 - 01.2023
TAX PREPARER
Liberty Tax Service
01.2012 - 01.2013
CUSTOMER SERVICE REPRESENTATIVE
CRYSTAL ROCK
01.2010 - 01.2011
High School Diploma -
MOUNT VERNON HIGH SCHOOL
Some College (No Degree) - Tax Law
Annual Federal Refresher Course
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