Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Douglas

Los Angeles,CA

Summary

Compassionate Case Manager experienced in tax resolution matters. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.

Overview

3
3
years of professional experience

Work History

Case Manager

TaxRise
02.2022 - Current
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Collected confidential financial information from clients to construct comprehensive financial plans.
  • Oversaw implementation of resolution programs, collaborating with management to achieve smooth operations.
  • Managed pipelines of minimum 800 cases while still providing customer satisfaction.

Client Relations Specialist

Optima Tax Relief LLC
02.2021 - 01.2022
  • Delivered superior customer service to retain existing customers and attract future customers.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed and implemented comprehensive case management plans to address client needs and goals.
  • Assisted in managing audits of federal and state income tax and state and local filings.
  • Prepared and reviewed federal and state income tax returns in accordance with applicable tax laws.

Education

Bachelor of Arts - Prelaw Studies

Cerritos College
Norwalk, CA
06.2026

Skills

  • Client Base Retention
  • Customer Data Confidentiality
  • Calm and Professional Under Pressure
  • Issue and Complaint Resolution

Timeline

Case Manager

TaxRise
02.2022 - Current

Client Relations Specialist

Optima Tax Relief LLC
02.2021 - 01.2022

Bachelor of Arts - Prelaw Studies

Cerritos College

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Kayla Douglas