Latrecia Thorne
HOPEWELL,VA
Summary
Proven call center representative with over 3 years of experience handling customer service issues, working in Payroll, Bookkeeping and representing the company, including fielding calls from supervisors. Seeking a Position with a growing Company.
Overview
14
14
years of professional experience
Work History
Payroll Specialist
Tees Inc
Hopewell, VA
03.2023 - Current
- Managed high levels of call flow and responded to Multi technical support needs
- Documented support interactions for future reference
- Identified potential sales and cross-selling opportunities and informed supervisor
- Answered inquiries from clients regarding their tax obligations.
- Assisted clients with understanding and completing tax forms accurately.
- Provided assistance in resolving audit issues with taxing authorities.
Customer Service Representative
TELEPERFOMANCE USA
Remote, Remote
07.2021 - 12.2022
- Built strong relationships with field operations team to support business development opportunities and improve service
- Listened to customers' questions and concerns to provide answers or responses
- Devised recommendations to streamline and simplify customer support system and improve response time
- Employed comprehensive benchmarks to establish and monitor customer service standards
- Managed customer service effectiveness by monitoring performance and assessing metrics
- Provided excellent customer service by efficiently resolving issues and responding to inquiries
- Exhibited high energy and professionalism when dealing with clients and staff
Tax Preparer
In Home Consultants
Hopewell, VA
12.2018 - 03.2021
- Completed and filed returns with tax departments at local, state, and federal levels
- Maintained complete records of client tax returns and supporting documentation in secured areas
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions
- Offered clients recommendations to reduce tax liabilities
- Maintained compliance by adhering to current tax laws and regulations
Cosmetologist
Impression Beauty Salon
Hopewell, VA
08.2012 - 07.2018
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered
- Processed payments, entering sales in register for prompt customer service
- Grew sales with great work ethic, individualized beauty care plans and positive attitude
- Researched latest trends in hair and makeup to stay updated on color, style, and technique
- Suggested treatments and styles to suit customer appearance and fashion choices
Tax Preparer
Liberty Tax Service
Hopewell, VA
11.2010 - 04.2011
- Completed and filed returns with tax departments at local, state, and federal levels
- Maintained complete records of client tax returns and supporting documentation in secured areas
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions
- Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities
Education
Real Estate
Colibri
Hopewell, VA06.2023
Cosmetology
Richmond Technical Institute
Richmond, VA08.2013
Legal Studies
Kaplan University
Chicago, IL06.2010
Diploma
Oxon Hill High
Oxon Hill, MD06.1993
Skills
- Customer service
- Communication skills
- Computer literacy
- Time management
- Microsoft word
- Payroll Administration
- Payroll Processing
- Bookkeeping
- Tax Return Preparation
Timeline
Payroll Specialist
Tees Inc
03.2023 - Current
Customer Service Representative
TELEPERFOMANCE USA
07.2021 - 12.2022
Tax Preparer
In Home Consultants
12.2018 - 03.2021
Cosmetologist
Impression Beauty Salon
08.2012 - 07.2018
Tax Preparer
Liberty Tax Service
11.2010 - 04.2011
Real Estate
Colibri
Cosmetology
Richmond Technical Institute
Legal Studies
Kaplan University
Diploma
Oxon Hill High