LAUREN ELDER
Hampton,VA
Summary
Deadline-oriented Tax Professional adept at quickly assessing customer needs, developing strategic plans and completing returns to meet quarterly and yearly deadlines. Detail-oriented, organized and offering excellent communication, customer service and time management skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Full Level Tax Specialist III
ADP Automatic Data Processing
05.2018 - Current
- Collaborate with cross-functional teams to ensure seamless communication and coordination on tax-related matters.
- Conduct ongoing professional development activities to stay current with changing industry trends, legislation, rules, regulations affecting taxation practices.
- Streamlined operations and prioritized tasks, allowing senior staff to decrease labor costs by 20%
- Collect and submit required tax payments.
- Manage a diverse portfolio of clients, delivering high-quality service and fostering long-term relationships.
- Provide clear explanations of complex tax concepts to clients, ensuring a full understanding of client responsibilities and obligations.
- Analyze payroll reports to verify accuracy of tax returns.
- Communicate with clients regarding tax situations, providing guidance on financial decisions.
- Liaise with accountants to confirm accuracy of client tax returns
- Facilitate integration of modern tax software with client accounting software.
- Prepare written responses or tax return amendments to resolve state and federal notices.
- Project Leader on larger merger and acquisitions throughout the year
Implementation Specialist II & I
ADP Automatic Data Processing
06.2016 - 05.2018
- Project Leader in MAS/Autopay/Wholesale Migrations and Transfers to RUN. 100% completion completed two weeks earlier than projected
- Communicate in a constructive and collaborative manner by speaking, listening, and writing effectively
- Work under the pressure of time constraints and prioritizing client issues
- Consistently deliver quality service under the pressure of volume.
- Handled over 30 incoming calls daily while providing excellent customer service.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Enhanced customer satisfaction with timely resolution of issues during project implementations.
- Contributed to the continuous improvement of implementation processes through regular feedback sessions and lessons learned discussions.
- Conducted detailed requirements analysis for each project, creating customized solutions based on client needs.
- Aided senior leadership in authoring data capturing reports to identify issues and determine solutions.
- Delivered post-project reports to stakeholders, highlighting successes and areas for improvement in future implementations.
UPS Customer Service Supervisor
EGS-Expert Global Solutions
11.2013 - 06.2016
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Managed and developed 25 or more employees
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
UPS Customer Service Representative
EGS-Expert Global Solutions
05.2013 - 11.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Master of Science - Business Management
Cambridge College
Cambridge, MA06.2013
Bachelor of Science - Business Management
Hampton University
Hampton, VA05.2011
Skills
- Project Reporting, Analysis, Support, and File Management
- Account Relationship and Contract Management
- Quality Assurance, Control, and Process Improvement
- Complex Problem Solving and Account Reconciliation
- Conflict & Dispute Resolution
- Merger and Acquisition Tax Project Management
- Collaborative Leadership
- Superb Customer Service with a concentration on payroll and tax
Timeline
Full Level Tax Specialist III
ADP Automatic Data Processing
05.2018 - Current
Implementation Specialist II & I
ADP Automatic Data Processing
06.2016 - 05.2018
UPS Customer Service Supervisor
EGS-Expert Global Solutions
11.2013 - 06.2016
UPS Customer Service Representative
EGS-Expert Global Solutions
05.2013 - 11.2013
Master of Science - Business Management
Cambridge College
Bachelor of Science - Business Management
Hampton University
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