Kylie Ross
Griffin,GA
Summary
Highly skilled Senior Manager in Projects with proven track record in managing complex, high value projects. Brings strong leadership abilities and strategic vision, combined with effective communication skills to drive team performance and project success. Previous roles demonstrate consistent achievement of project objectives, demonstrating ability to optimize resources, streamline operations and enhance productivity. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects. Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Successful in fast-paced, deadline-driven environments to manage goals and team development. Proven history of integrity and a quick learner. Motivated collaborator with superior organizational and interpersonal skills paired with outstanding work ethic.
Overview
13
13
years of professional experience
1
1
Certification
Work History
FTE Manager 1 - Remote
Intuit Turbo Tax
Mountain View, CA
10.2024 - Current
- Lead as the M1 POC for the How-to-Guide team that successfully exceeded the TY24 publishing deadline by 70 days, compared to TY23.
- Coached, mentored, and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Lead the Expert Training team with process organization to successfully onboard 12,000+ new hires and rehires.
- Acknowledged and rewarded team members for various acts that yielded successful metrics
- Work with M2 to resolve conflicts between peers by providing guidance on company policies and procedures through effective team-building.
- Analyzed Expert feedback data to develop action plans for coaching our Pod Leads, as their Lead Manager.
- Maintained up-to-date records of employee Huddle attendance, payroll information, vacation requests.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Identified training needs among team members and arranged appropriate courses or seminars accordingly.
- Maintained an organized system for tracking changes in scope or timeline requirements throughout a project's lifecycle for the Expert Training project.
- Assisted in troubleshooting any problems encountered during the course of a project's execution process.
Seasonal Manager 1
Intuit Turbo Tax
Mountain View, CA
11.2022 - 10.2024
- Coached, mentored, and trained team members to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas for improvement, with the use of our Huddleboard and ad-hoc decks.
- Established processes to ensure efficient workflow throughout the organization.
- Provided leadership during times of organizational change or crisis situations.
- Assisted on the Training Team, presenting in front of 300+ new hires and rehires.
- I assisted the Expert Insights team with pod mixers and gathered expert feedback on roundtables.
- Covered MOD (manager on duty) shifts up to closing, being the main point of contact for experts and leads.
- Acknowledged and rewarded team members for various acts that yielded successful metrics.
- Reviewed goals and bonus information for experts during mid and end of season.
- Aided in conflict resolution to encourage teamwork.
- Coached experts on various policies and call procedures regularly.
- Reassigned full-service engagements to upskilled experts.
Tax Professional and Bookkeeper(Part-time)
VK Professional Services
Griffin, GA
10.2019 - Current
- Stored copies of completed returns and related documents according to company procedures and business regulations.
- Determined clients' eligibility for tax credits, abatements or deductions through careful research and oversight.
- Responded to state and federal tax notices by preparing written responses or tax return amendments.
- Informed clients of potentially beneficial products and services, resulting in additional business opportunities.
- Applied federal and state government regulations to prepare accurate and compliant tax returns for clients in Trucking industry.
- Researched local tax liabilities to support senior tax professionals.
- Supplied detailed tax documentation needed to submit accurate corporate and individual returns.
- Liaised between clients and tax authorities such as IRS representatives.
- Helped clients integrate new tax software with accounting software.
Lighting Consultant
Georgia Power Company
Griffin, GA
01.2021 - Current
- Maintained accurate specifications for each project.
- Promoted new product releases and limited edition items to drive sales.
- Visited home sites when necessary to assess and fulfill customer needs.
- Collaborated closely with customers, adjusting plans as needed to satisfy client needs and requirements.
- Assisted clients successfully by choosing lighting products consistent with preferences and budget.
- Assisted clients with budget considerations regarding selection of lighting products.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Sold $72,690 in 2021 and 417 unregulated outdoor light fixtures.
- On track with $41,730 as of May 23, 2022 and 167 unregulated light fixture sold.
Senior Key Account Analyst
Georgia Power Co
Marietta, GA
10.2017 - 12.2020
- Analyzed team budgets and implemented action plans to rectify issues.
- Developed and implemented processes to increase accuracy and efficiency of the Residential segment analysis, including Production, Local Infill, Developers, and Multifamily Architects.
- Investigated market, modeled trends and drafted reports for Key Account Managers' product options to influence their external clients.
- Strengthened operational efficiencies and traceability, developing organization systems for municipal bond transactions and sales.
- Created in-depth spreadsheets, which detailed trends and forecasts for revenue, profitability and expenses.
- Extracted data from various reporting systems to implement key operational changes.
- Compiled analytical results and data into reports.
- Determined and tracked budget expenses with accuracy and transparency.
- Generated reporting packages for areas such as business performance results.
- Maintained updated new service knowledge through RMIS, Oracle Sales Cloud and the Managed Accounts Team Sharepoint Sites (Residential and Commercial.
- Collaborated with others to discuss new sales product opportunities.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Handled all delegated tasks, including rebate reporting and Lead management opportunities.
Customer Care Team Lead
Georgia Power Co
McDonough, GA
01.2012 - 10.2017
- Assessed customer needs and upsold products and services to maximize product sales.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers each within the 3 minute timeframe with respect to type of questions and inquiries asked.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Documented conversations with customers to track requests, problems and solutions.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Set up and activated customer accounts to maintain QA satisfaction levels.
- Reviewed account and service histories to identify trends and issues.
- Educated customers on special pricing opportunities and company offerings.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Answered inbound calls per day and directed to designated individuals or departments.
- Trained 18+ new employees each in procedures and policies in order to maximize team performance.
- Worked with Sales Segment Program Manager and Solar Consultants to develop customer service improvement initiatives.
- Planned training initiative meetings for 18 Residential Solution members on monthly basis and coordinated availability of conference rooms.
- Reduced process lags and effectively trained team members on best practices and protocol.
- Monitored daily activities of customer service team, providing guidance and encouragement to optimize productivity.
- Preserved branding by enabling agents to service needs of domestic and international customers.
- Cross-trained staff members, resulting in 99% increase in customer satisfaction ratings.
Education
M.D. - Business Administration
Walden University
Minneapolis, MN08.2015
Master of Science - Project Management And Leadership
Walden University
Minneapolis, MN08.2011
MBA - Business Administration And Marketing
University Of Pheonix
Phoenix, AZ09.2008
Bachelor of Arts - Marketing
International Academy Of Design And Technology - Pittsburgh
Tampa, FL09.2006
Skills
- Analytical research
- Statistical analysis
- Budget coordination
- Organizational management principles
- Compiling data
- Analyzing performance
- Monitoring expenditures
- Data management
- Team building
- Business development
- Project management
- Confidential document control
- Cross-functional team leadership
- Data-driven decision making
- Cross-functional communication
- Sales channel analytics
- Talent development
- Cross-functional team coordination
- Cross-functional collaboration
Certification
- National Association of Certified Public Bookkeepers Member
- National Association of Tax Professionals Member
- Currently obtaining Premium credential as Enrolled Agent.
- Currently obtaining professional development as a Certified Bookkeeper
Timeline
FTE Manager 1 - Remote
Intuit Turbo Tax
10.2024 - Current
Seasonal Manager 1
Intuit Turbo Tax
11.2022 - 10.2024
Lighting Consultant
Georgia Power Company
01.2021 - Current
Tax Professional and Bookkeeper(Part-time)
VK Professional Services
10.2019 - Current
Senior Key Account Analyst
Georgia Power Co
10.2017 - 12.2020
Customer Care Team Lead
Georgia Power Co
01.2012 - 10.2017
M.D. - Business Administration
Walden University
Master of Science - Project Management And Leadership
Walden University
MBA - Business Administration And Marketing
University Of Pheonix
Bachelor of Arts - Marketing
International Academy Of Design And Technology - Pittsburgh
- National Association of Certified Public Bookkeepers Member
- National Association of Tax Professionals Member
- Currently obtaining Premium credential as Enrolled Agent.
- Currently obtaining professional development as a Certified Bookkeeper
Similar Profiles
Sharice Jean-BartSharice Jean-Bart
Business Tax Consultant / Preparer at INTUIT/ TURBO TAXBusiness Tax Consultant / Preparer at INTUIT/ TURBO TAX
Brandon ChilesBrandon Chiles
Product Expert/Tax Agent at Alorica/Intuit/Turbo TaxProduct Expert/Tax Agent at Alorica/Intuit/Turbo Tax
Danielle VenturaDanielle Ventura
Tax Expert at Intuit Turbo TaxTax Expert at Intuit Turbo Tax