Makeba Thompson
Dallas,TX
Summary
Seasoned professional with 18 years of customer-focused experience, adapt at managing client relationships and resolving complaints. Expertise in training and supervising staff to ensure exceptional delivery in customer service. Seeking a Customer Support role to leverage strong communication and problem-solving skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Office Manager/Senior Tax Preparer/Instructor
Jackson Hewitt
Mesquite, TX/ Grand Prairie, TX
09.2006 - Current
- Oversee staff which includes but not limited to training, management, and supervision, ensuring efficient scheduling and duty allocation.
- Conduct detailed client interviews to provide personalized customer service, determine appropriate tax documentation and resolve various taxpayer issues and complaints regarding tax returns and refunds
- Assisted with Tax return process and procedures
- Review financial records to accurately identify required tax forms and perform audits on tax returns for precision.
- Address client inquiries, offer tax guidance for future filings, manage financial transactions, and uphold strict confidentiality protocols.
Contact Representative
Internal Revenue Service GS-0962-5
Dallas, Texas
11.2024 - 11.2025
- Taxpayer Authentication
- Uses sophisticated interviewing techniques to comprehend, handle and resolve customer account issues
- Conducts personal or telephone interviews with a wide range of individuals who have varying degrees of understanding including third party representatives, CPAs, practitioners, attorneys while maintain a professional understanding
- De-escalate irate taxpayers and resolve their inquiry while maintaining professionalism
- Complete account analysis regarding tax returns and refunds
Education
Certification Yearly 121 CE Credits - TPRT
Jackson Hewitt Tax Services
Mesquite, TXCertification - Information Technology
Richland College
Dallas, TX12-2000
Skills
- Customer Service
- Time Management
- MS Word
- Excel
- Outlook
- Interpersonal Skills
- Conflict Resolution
- Employee Relations
- Organizational Skills
- Microsoft Teams
Certification
Tax Preparation Readiness Test, Jackson Hewitt Continuous, Yearly 121 CE
Timeline
Contact Representative
Internal Revenue Service GS-0962-5
11.2024 - 11.2025
Office Manager/Senior Tax Preparer/Instructor
Jackson Hewitt
09.2006 - Current
Certification Yearly 121 CE Credits - TPRT
Jackson Hewitt Tax Services
Certification - Information Technology
Richland College