Lisa Y. Carter
Upper Marlboro,MD
Summary
Experienced customer service leader with over five years of experience in telephone, email, and virtual customer service. Excited to bring customer enthusiasm to Delta’s Flight attendant team. Flexible to work varied schedules, including nights, weekends, and holidays.
Overview
26
26
years of professional experience
Work History
Financial Manager/Benefits Consultant
Eco Quality Resolutions / Senior Life
10.2020 - 06.2023
- Family protection planning, policy sales.
- Recruited, interviewed, hired & trained Tax Professionals.
- Analyzed prior year returns, amended returns increasing refunds by 30-40%.
- Reviewed State & Local tax returns and approved for transmission.
- Transmitted tax returns electronically, reviewed and corrected any errors.
- Prepared income tax return forms for businesses and individuals.
- Consulted tax resources and law books to obtain assistance with atypical returns.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Advised clients on industry and demographic standards for benefits packages to maintain competitive offerings and maximize employee retention.
- Implemented open enrollment system to streamline benefits processes for employees.
- Researched and evaluated new benefits programs to select cost-effective providers and coverage levels.
QuickBooks Advanced ProAdvisor Bookkeeper
Intuit Corporation
02.2022 - 11.2022
- This was virtual position, primarily client-facing or more transactional bookkeeping task focused
- Roles crossed over at times, required flexibility and comfort in both dynamics
- Created high quality client interactions and experiences that instilled confidence using deep client empathy, and deep knowledge and expertise in client-facing role
- Used state of art video communication software (Smart Look and Glance) to interact with clients
- Regularly engaged in client scheduled appointments and chat communications providing accurate, satisfactory answers to their queries and concerns
- De-escalated situations involving dissatisfied clients, offering patient assistance and support
- Used in-depth bookkeeping knowledge, manage client onboarding calls with high attention to detail and with ability to quickly assess exactly what was needed to process all client work for service agreement
- Walked clients through setting up their electronic bank and credit card feeds
- Gathered documents in preparation for either cleanup or monthly clients and handled complex problems in timely manner
- Determined potential complications in financial statements errors, sales tax issues, unsolved A/P and A/R, payroll issues, and 3rd party integrations questions
- Assisted clients in either establishing or updating their chart of accounts
- Utilized strong organizational skills to ensure client follow up and communication was executed timely
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Reconciled and corrected issues with financial records.
- Established QuickBooks accounting system to reflect accurate financial records.
- Reduced financial discrepancies through transaction monitoring and management.
- Implemented new accounting processes to decrease spending and work flow downtime.
- Assisted coworkers and staff members with special tasks on daily basis.
Customer Support/Vacation Specialist
JetBlue Airlines
10.2015 - 08.2018
- Safety- and service-oriented professional who loves to be on go, help others.
- Enjoyed work variety.
- Continually excited at prospect of solving problems and going extra mile to leave passengers with positive experiences lasting beyond their flights landing.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Responsible for providing safe excellent customer service over phone. Reservations Crew must meet Customer’s needs through prompt responses to Customer inquiries and requests. This was remote position.
- Applied risk-management standards.
- Managed diverse responsibilities.
- Worked varied schedules, including nights, weekends, and holidays.
- Ensured passenger and team Safety-oriented.
- Maintained attention & knowledge of details.
- Ensured positive airline representation always.
- Verified compliance with federal regulations.
- Developed and implemented effective curriculum both in training and on job.
- Prepared/presented training presentations to large groups of people.
- Worked closely with team of instructors/managers developing customer service and safety trainings.
- Mentored and set example for aviation team members.
- Responded to all customer requests and questions in timely manner.
- Advised customers on domestic and international travel requirements.
- Provided quality customer service in professional manner in accordance with guidelines.
- Provided support to other departments/desks.
- Reported to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays.
- Completed ongoing job-relevant compliance/safety trainings.
- Adhered to government regulations (e.g., DOT, FAA, TSA).
- Adhered to company policies, procedures, and performance standards.
- Used multiple internal resources/systems, including during customer interactions.
- Ensured appropriate management of time throughout workday.
- Multitasked to handle diverse customer needs in high-volume support setting, prioritizing tasks to keep up with challenging deadlines.
- Completed over 20 new tax returns per day with 99% accuracy and consistently high customer satisfaction scores
Financial Manager/Benefits Consultant
Eco Quality Resolutions
07.1997 - 07.2018
- Managed H&R Block Tax Offices.
- Managed over 130 clients per season decreasing average wait times.
- Performed Compliance/Performance auditing services to establish, maintain, and assess internal controls to maximize organizational efficiency.
- Provided oversight of financial management information technology system, with specific attention to detail in application of IT policies and procedures.
- Reduced employee turnover by creating welcoming, inclusive and employee-centered work culture
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
Education
Master of Science - Management Information Systems
Strayer University
Manassas, VA03.2000
Bachelor of Science - Accounting
Morgan State University
Baltimore, MD05.1987
Skills
- Customer Support
- First Aid/CPR
- Crisis Intervention
- Safety Training
- Product Support
- Loss Prevention
- Service Quality
- Active Listening
Timeline
QuickBooks Advanced ProAdvisor Bookkeeper
Intuit Corporation
02.2022 - 11.2022
Financial Manager/Benefits Consultant
Eco Quality Resolutions / Senior Life
10.2020 - 06.2023
Customer Support/Vacation Specialist
JetBlue Airlines
10.2015 - 08.2018
Financial Manager/Benefits Consultant
Eco Quality Resolutions
07.1997 - 07.2018
Master of Science - Management Information Systems
Strayer University
Bachelor of Science - Accounting
Morgan State University
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