Lakea Wilson

• Quickbooks,Turbotax
• Resolve customer inquiries using all channels of support
• Utilize specific software tools and problem-solving strategies to solve customer issues and continuously improve our processes
• Ask probing questions to understand customer problems. Takes ownership of finding solutions by using available resources
• Self-identify and prioritize their time for the greatest customer impact
• Advise and make recommendations that help grow customer power and prosperity
• Ensure customers have the tools and knowledge they need to run their business
• Meets customers using relatable language and tailoring their communication based on the customers' level of tax and industry knowledge, while supporting the Intuit brand
• Use rapport and de-escalation skills to work through difficult situations while creating out-of-the-box solutions

• Answered and respond to customers' requests via phone, email, chat, and text. Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact

• Identified, research, and resolve customer issues

• Provided accurate and timely ticket documentation

• Met and exceeded required metrics.

Provide timely updates and follow-ups to customers. Escalations to product line specialists, or system support specialists

• Identified and appropriately communicated recurring problems

• Evaluated and prioritized customer problems and complaints

Handled problems that Tier 1 is unable to resolve

• Sabre
• Ensured outstanding assistance for new and returning clients, securing ongoing travel assignments
• Informed travelers about potential threats and necessary precautions in unstable locations
• Planned and managed group travel details, streamlining logistics efficiently
• Responded immediately to clients' questions, issues, and complaints, and found effective solutions when required
• Provided exceptional customer service, resolving any travel-related issues promptly

• Managed, scheduled and coordinated office functions and activities for employees.
• Prepared agendas for board meetings along with taking minutes during sessions.
• Monitored payments due from clients and promptly contacted clients with past due payments.
• Developed and implemented office policies and procedures.
• Administered payroll and maintained proper documentation of employee personnel.
• Coded and entered daily invoices with in-house accounting software.
• Processed payroll accurately ensuring all employees were paid on time.
• Assisted in recruiting, on-boarding and training new employees.
• Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.

• Order Entry

• Account Management

• Accounts Payable and Receivables

• Office 365

• Post Sales

• File Management

• Project Management

• Sales Assistant

• Facilitated daily scheduling meetings with Managers, Buyer Planners, and Purchasing.

• Responded promptly, answered, and resolved customer inquiries and complaints

• Responsible for monthly invoicing

• Managed A/P and A/R

• Managed UN-billed revenue and resolved issues, clearing up the Root-cause analysis issue

• Processed billing adjustments

• Managed Accounts Receivable Aging reports reducing collection accounts in 60-90-120 days

• Reported payer trends and issues to immediate supervisor and appropriate department

• Maintained rapport with external customers