Lori-Ann Mcalister

• Supported learners by providing additional guidance where necessary.
• Managed multiple projects simultaneously while maintaining quality standards.
• Enhanced customer satisfaction ratings by resolving account issues efficiently.
• Investigated customer complaints to identify root causes and develop corrective actions.
• Assessed customer feedback to identify potential areas of improvement in products, services, or processes.
• Provided customers with timely updates on their complaint status.
• Identified trends in customer complaints and provided recommendations for changes in procedures or policies.
• Gathered relevant data from internal systems to assess the validity of a complaint.
• Analyzed complex information and developed creative solutions for resolving complaints satisfactorily.
• Advised customers on how best to utilize products or services to meet their needs.
• Evaluated existing policies and procedures related to handling customer complaints.
• Participated in team meetings to discuss new approaches for improving service quality.
• Communicated regularly with management regarding progress on complaint resolution.
• Updated company databases with details of customer service cases handled.
• Responded to customer complaints with professionalism and offered suitable solutions or requested assistance of supervisor.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Provided information on payment options, such as installment plans, to help resolve customer delinquencies.
• Demonstrated leadership by making improvements to work processes and helping to train others.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Maintained updated knowledge through continuing education and advanced training.
• Understood and followed oral and written directions.
• Assisted with customer requests and answered questions to improve satisfaction.

• Processing of daily sales Enter daily transactions in QuickBooks Manage and maintain weekly payroll and commissions Bank reconciliation Prepare monthly journal entries Prepare monthly financial statements Manage accounts payable, receivables and cash flow Respond to financial inquires Prepare Corporate tax filing Manage Merchant accounts Prepare and audit budgets Prepare and manage contracts Supervise staff with daily operations Responsible for getting new Associates and Interns acclimated with the office and Firm software
• Managed client relationships, I was responsible for all my client relations, making sure all their tax needs were met, also informing them of any upcoming changes in the tax law that would affect their business
• Managed client budgets, billing, scheduling and workflow
• Reported directly to Senior Management and Partners
• Prepared and reviewed tax returns for nonprofit and for-profit entities, including federal and state income tax returns (Forms 990, 990-PF, 990-T, 1120 and 1065)
• 2011-2012 Prepare monthly journal entries and bank reconciliation Prepare monthly sales and use tax returns Prepare annual corporate tax return
• Management of accounts payable and accounts receivable Management of cash flow and budgeting Manage and maintain payroll accruals, employee health benefits Prepare and review payroll computations including deductions for employee

• Processing of daily sales Enter daily transactions in QuickBooks Manage and maintain weekly payroll and commissions Bank reconciliation Prepare monthly journal entries Prepare monthly financial statements Manage accounts payable, receivables and cash flow Respond to financial inquires Prepare Corporate tax filing Manage Merchant accounts Prepare and audit budgets Prepare and manage contracts Supervise staff with daily operations Responsible for getting new Associates and Interns acclimated with the office and Firm software
• Managed client relationships, I was responsible for all my client relations, making sure all their tax needs were met, also informing them of any upcoming changes in the tax law that would affect their business
• Managed client budgets, billing, scheduling and workflow
• Reported directly to Senior Management and Partners
• Prepared and reviewed tax returns for nonprofit and for-profit entities, including federal and state income tax returns (Forms 990, 990-PF, 990-T, 1120 and 1065)
• 2011-2012 Prepare monthly journal entries and bank reconciliation Prepare monthly sales and use tax returns Prepare annual corporate tax return
• Management of accounts payable and accounts receivable Management of cash flow and budgeting Manage and maintain payroll accruals, employee health benefits Prepare and review payroll computations including deductions for employee

• Responsible for getting new Associates and Interns acclimated with the office and Firm software
• Managed client relationships, I was responsible for all my client relations, making sure all their tax needs were met, also informing them of any upcoming changes in the tax law that would affect their business
• Managed client budgets, billing, scheduling and workflow
• Reported directly to Senior Management and Partners
• Prepared and reviewed tax returns for nonprofit and for-profit entities, including federal and state income tax returns (Forms 990, 990-PF, 990-T, 1120 and 1065)
• Responsible for the development of the Process Specialist, training and mentoring individually and in group settings
• Played an active rolling in preparing the training material for new hires and advanced training for current staff
• Actively participated on the Quality Management Team; in charge of preparing and implementing the workflow procedures and quality management guidelines for the Service Delivery Center
• Prepared and delivered staff evaluations
• Liaison for engagement teams, worked directly with the tax practice team on timing and budgets for incoming projects.

• Responsible for getting new Associates and Interns acclimated with the office and Firm software
• Managed client relationships, I was responsible for all my client relations, making sure all their tax needs were met, also informing them of any upcoming changes in the tax law that would affect their business
• Managed client budgets, billing, scheduling and workflow
• Reported directly to Senior Management and Partners
• Prepared and reviewed tax returns for nonprofit and for-profit entities, including federal and state income tax returns (Forms 990, 990-PF, 990-T, 1120 and 1065)
• Responsible for the development of the Process Specialist, training and mentoring individually and in group settings
• Played an active rolling in preparing the training material for new hires and advanced training for current staff
• Actively participated on the Quality Management Team; in charge of preparing and implementing the workflow procedures and quality management guidelines for the Service Delivery Center
• Prepared and delivered staff evaluations
• Liaison for engagement teams, worked directly with the tax practice team on timing and budgets for incoming projects.

• Handled incoming calls from customers regarding account status, billing inquiries, payment arrangements.

Utilized problem-solving skills to address complex issues that arose during collection efforts.

• Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
• Answered customer questions regarding account discrepancies or problems.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Met demands of busy collections group by performing high volume of daily calls.Attended training sessions to stay abreast of changes in industry regulations related to collections practices.
• Intervened in emergency situations to assess risk levels and provide direction on appropriate responses.
• Provided support for subordinate officers who encountered difficult situations during their shifts.