MA’KAILA WILEY
Charlotte,NC
Summary
Dynamic Tax Professional with extensive H&R Block experience in tax preparation and compliance. Proven record of resolving complex issues and achieving 95% customer satisfaction at Molina Healthcare. Skilled in bookkeeping and auditing with a commitment to accuracy and client service excellence.
Overview
4
4
years of professional experience
Work History
Tax Professional
H&R Block
Charlotte
02.2024 - Current
- Filed returns with local, state, and federal tax departments.
- Contacted IRS and relevant agencies on clients' behalf for tax self-preparation issues.
- Delivered required tax documentation for individual and corporate returns.
- Interviewed clients to gather information and paperwork before preparing returns.
- Reviewed data against the tax code for exemptions, deductions, and liabilities.
Teller Supervisor
First Citizens Bank
Charlotte, NC
12.2022 - Current
- Assist members with financial transactions
- Stay current on banking rules and security measures to comply.
- Audit cash drawers every 3 months.
- Maintaining non-sufficient funds report daily.
- Resolved customer complaints promptly and efficiently while maintaining high levels of customer service.
- Identified training needs for tellers, created learning materials, and conducted regular training sessions.
- Provided coaching and mentoring to individual team members; facilitated team building activities.
- Implemented measures to reduce risk associated with financial crimes including money laundering.
- Recruited, interviewed, hired, trained, evaluated, managed disciplinary actions, and terminated employees when needed.
Remote Senior Customer Service Representative
Molina Healthcare
09.2021 - 12.2022
- Provides support and issue resolution for Molina members and providers, demonstrating Molina values.
- Addresses needs effectively, handling difficult situations professionally.
- Offers product information and identifies opportunities to improve experiences.
- Achieved a 95% customer satisfaction rating, exceeding standards by 15%.
- Serves as a trainer for new employees and those on performance improvement plans.
- Assists customers with claims.
Education
Bachelor's Degree - Accounting
University of South Carolina Aiken
05.2026
Associate’s degree - Accounting
Central Carolina Technical College
Diploma -
Crestwood High School
Skills
- North Carolina Notary License
- Bookkeeping
- Auditing
- Wireless Networking
- Data Entry
- Tax Preparation
- Accounting
- Tax Law Knowledge
- Marketing
- Time Management
- Problem Solving
- Team Building
Timeline
Tax Professional
H&R Block
02.2024 - Current
Teller Supervisor
First Citizens Bank
12.2022 - Current
Remote Senior Customer Service Representative
Molina Healthcare
09.2021 - 12.2022
Bachelor's Degree - Accounting
University of South Carolina Aiken
Associate’s degree - Accounting
Central Carolina Technical College
Diploma -
Crestwood High School