Summary
Overview
Work History
Education
Skills
Timeline
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Maggie Anderson

Austin,TX

Summary

To obtain a challenging remote position that will utilize my experience as a Customer Care/Service Representative in a fast-paced environment that will allow for personal growth and career advancement.

Overview

4
4
years of professional experience

Work History

Customer Service Tax Agent

Sykes Enterprises TurboTax/Intuit Program
05.2020 - 06.2024
  • Answer inbound calls during the tax season, providing solutions using tools to complete their transactions regarding their tax return
  • Research several tools to view customers’ information to verify the tax product they selected and/or advise them of the correct product to fit their needs
  • Process refunds and/or process payment due for the product fees
  • Assess the situation and determine whether the call needs to be transferred to another area for handling
  • Constant interaction with Supervisors, Agent Assist, and Team Leaders discussing different situations as needed for help/job aides via chat
  • Update case files by changing the current status level from open to the next level depending on what action was taken while handling the situation
  • Documenting the case file assigned for future reference
  • Create a new case file if additional information is requested while handling the call.
  • Produced briefs, located records and organized documentation to support court cases.
  • Recommended financial solutions in relation to tax implications.
  • Responded to taxpayer questions and helped individuals complete and file tax documentation.
  • Processed tax payments, set up payment plans and worked with delinquent taxpayers to resolve issues.
  • Interpreted and applied federal and state tax codes for personal, business and corporate taxes.
  • Prepared tax returns for individuals and businesses.
  • Professionally negotiated and dealt with taxpayers in confrontational situations.
  • Conducted call audits to assess interaction quality, accuracy and service success.
  • Reviewed established accounting systems and historical information to identify strengths and weaknesses of existing methods and controls.
  • Kept case data and contact information up to date to expedite proceedings.
  • Resolved problems, improved operations and provided exceptional service.
  • Worked well in a team setting, providing support and guidance.
  • Passionate about learning and committed to continual improvement.
  • Skilled at working independently and collaboratively in a team environment.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Excellent communication skills, both verbal and written.
  • Paid attention to detail while completing assignments.
  • Worked effectively in fast-paced environments.
  • Developed strong organizational and communication skills through coursework and volunteer activities.

Customer Care Professional

Sitel Capital One Core Program
03.2020 - 05.2020
  • Answer inbound calls daily that had to be answered within 25 seconds of the previous call ending
  • Verifying the customer manually by obtaining the customer’s first name, last name, and zip code if the customer's profile didn’t auto-populate
  • The use of a two-step authentication is performed to validate the caller/customer
  • Opened a new case file to request identification documents if customers failed the verification
  • Maintained and updated customer profile information in the system as requested by the customer
  • Acquired detailed knowledge of the different products and services the company offered to provide excellent service to our customers/callers
  • Constant interaction with the Team Lead and the use of other tools needed to handle the customers' concerns
  • Adherence to the company’s policies on ethics and integrity
  • Process payments on multiple cards in a person's profile manually if the customer/caller is unable to process the transaction through the automated system
  • Handle the closing of an account upon the customer’s request after verifying the status of the account.

Education

GED -

Ball High
Galveston, TX
12.1974 - 12.1974

Skills

  • Detailed oriented
  • Excellent Communication and Organizational skills
  • Excellent in abiding by Confidentiality
  • Self-accountability
  • Excellent in call center/contact
  • Effective time management
  • Email software, Database Software, Scanners
  • Printers, 10-Key, Internet Browsers (Microsoft Edge, Chrome, etc)
  • Proficient in Word, Excel, PowerPoint, Kronos/PunchApp
  • Active Listening
  • Critical Thinking
  • Tax Documentation
  • Account Updates
  • Time Management
  • Credit Card Payment Processing
  • Customer Service

Timeline

Customer Service Tax Agent

Sykes Enterprises TurboTax/Intuit Program
05.2020 - 06.2024

Customer Care Professional

Sitel Capital One Core Program
03.2020 - 05.2020

GED -

Ball High
12.1974 - 12.1974

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