Kristi Roland

Responsibilities include all hiring and onboarding duties including interviewing and ensuring the best candidates are hired.

• Answer multiple phone calls daily
• Ensure that schedules are properly completed for training and for daily operations
• Manage over 30 employees in daily operations and personnel issues
• Complete inventory in the Coffee House to ensure proper items are ordered
• Provided excellent customer care to maintain and improve customer relations.
• Motivate and train employees to maximize team productivity.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Trained new personnel regarding company operations, policies and services.
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

• Responsibilities include preparing and reviewing federal and state income tax returns in accordance with applicable tax laws
• Answered multiple phone lines, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel
• Managed over 50 employees at 7 different offices.
• Ensure that there was a positive tone in every tax office
• Answered constant flow of customer calls on multiple lines with minimal wait times.
• Recommended products to customers, thoroughly explaining details.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Manage all office functions including scheduling, organization and planning
• Develop monthly goal plans for monthly profitability
• Improved customer satisfaction ratings by enhancing service quality and resolving client issues
• Perform collection calls and take payments
• Maintained friendly and professional customer interactions and multiple phone line.
• Examined customer loan applications for loan approvals and denials. Follow all policies and procedures in Operations Manual.