LAURI CARTER-RUSSELL

• Guided 20+ clients daily through tax resolution programs, entering financial details into CRM systems with 100% accuracy.
• Delivered exceptional client support, resolving inquiries promptly while maintaining a 98% QA score and a 97% schedule adherence rate over two years.
• Summarized client tax situations to enable professionals to deliver solutions within 24 hours, improving turnaround times.
• Identified common client filing errors, collaborated with cross-functional teams, and redesigned intake and audit workflows to launch a refund recheck pilot that became a new revenue stream.

• Resolved more than 40 customer issues each hour via social media DMs (Facebook and Twitter) by using the internal help center and template responses to be accurate and empathetic.
• Documented all interactions in Zendesk with correct tags, summaries, and closure reasons, maintaining 100 percent QA scores.
• Analyzed recurring issues, submitted weekly case samples to the product team, and led 4 customer-facing updates that ultimately reduced complaint volume by 22 percent.
• Managed incoming requests during peak filing season, while handling 3 to 4 concurrent chat windows, and successfully minimized customer wait times by 1/5.
• Collaborated with team members to identify process improvements for efficiency in operations.
• Mentored new staff on best practices for customer interactions.
• Implemented feedback mechanisms to gather client insights, enhancing overall service quality.

• Verified employee classifications in the HRIS system and guided them through submission steps on the self-service platform to process 30+ leave and accommodation cases per day.
• Streamlined the approval process for qualified leave cases by applying pre-set criteria during pilot testing and decreased the average case closure time by 2.3 days.
• Monitored performance metrics to identify areas for process improvement.
• Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.

• Connected up to 70 clients per day to the right tax pros, via chats and calls, scheduled appointments, and answered FAQs while carefully toggling between the CRM and internal tax support tools.
• Managed client appointments, optimizing scheduling for improved service delivery.

• Managed client inquiries, providing timely and effective solutions to enhance customer satisfaction.
• Collaborated with cross-functional teams to streamline processes, improving service delivery efficiency.
• Conducted regular follow-ups with clients to ensure ongoing support and address any concerns proactively.
• Utilized CRM software to track client interactions, ensuring accurate documentation and resolution of issues.
• Accurately tagged issues and attached any supporting screenshots or documentation to escalate more than 25 logged Zendesk cases per day, helping specialist teams quickly resolve cases.

• Used internal delivery tracking systems to verify package locations, updated GPS pins, and provided real-time updates to field 60+ customer and driver calls every day.
• Reduced failed delivery attempts by 15 percent by manually correcting inaccurate address coordinates, an average of 25+ per week, and submitting adjustment requests to the local dispatch team.

• Monitored package movement through internal tracking tools, adjusted GPS locations, and communicated real-time delivery updates while managing 50+ customer and driver calls daily.
• Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.