Summary
Overview
Work History
Education
Skills
Timeline
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MARCEY HEISEY

Salt Lake City

Summary

Customer Service Representative with 15 years in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

19
19
years of professional experience

Work History

Expert Tax Prepare

Intuit TurboTax
Remote
12.2023 - 04.2024
  • Assisted customers in calculating tax credits and deductions, plus determining the tax liabilities that need to be paid.
  • Implemented electronic filing procedures to streamline tax return processing and reduce errors.
  • Resolved tax issues by investigating discrepancies and implementing corrective actions.
  • Prepared and reviewed tax returns for individuals, partnerships, corporations and trusts.

Member Service Representative

BeneSys
Murray
03.2022 - 12.2023
  • Researched, analyzed and resolved complex customer inquiries regarding benefits programs.
  • Processed requests for life insurance coverage and disability claims according to policy guidelines.
  • Provided assistance to plan participants by explaining benefits information to ensure educated selections.

Customer Support Advocate

Service Titan
Draper
11.2021 - 02.2022
  • Devised solutions to operations issues related to system and software, working closely via phone, email, live chat web telecommunications and screen share.
  • Set software configurations for office administration and Technicians.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Influenced product changes by submitting bugs to our developers and ensuring resolution of bug fixes.

Financial Tax Support

Sykes TurboTax
UT
12.2020 - 04.2021
  • Utilized advanced tax preparation software to prepare tax returns for individuals and small businesses.
  • Furnished taxpayers with sufficient information and advice to ensure correct tax form completion.
  • Researched complex tax issues provided external IRS links to customer though email.
  • Investigated identity theft based on false tax return filings.
  • Walked customer through account set up giving detailed instructions on entering tax information into system.

Accounting Specialist

Sprinkler Repair
Holladay
09.2017 - 05.2019
  • Generated invoices upon receipt of billing information and tracked collection progress.
  • Followed up with customers to collect specific financial information and verify details for service installation.
  • Placed orders for new supplies based on established needs and special circumstances.
  • Reconciled all company accounts, including credit cards, employee expenses and commissions.
  • Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.

Client Support

Verizon Wireless
Salt Lake City
07.2013 - 11.2015
  • Answered inbound calls addressing customer inquiries, solving problems, and providing new product information.
  • Assisted customers with setting shipping and special-order requests, and arranging merchandise pickup at other locations.
  • Accurately tracked and recorded all customer interactions in CRM platform.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concern.

Credit Analyst

American Express
West Valley City
10.2010 - 08.2012
  • Analyzed customer payment histories to assess credit risk profiles.
  • Determined appropriate loan terms based on borrower's creditworthiness.
  • Evaluated the performance of existing customers by analyzing their past repayment behavior as well as current account status.
  • Reviewed loan applications for accuracy and completeness before submitting them for approval.

Office Manager

Tempest Reporting
Salt Lake City
01.2005 - 07.2009
  • Accounts Payable and Receivable.
  • Production of legal transcripts by copying, binding and distributing.
  • Typed correspondences, invoices, and follow up letters.
  • Scheduled and confirmed appointments and meetings for senior management team.
  • Collected and distributed mail to team members and managers to support open communication and high customer service.
  • Set up outgoing packaging through FedEx. USPS.

Education

Certificate -

IBM Customer Success Management
01-2023

Bachelor of Science - Information Technology Cyber Security

Western Governors University
Salt Lake City

Skills

  • Interpersonal communication
  • Chat and email support
  • Salesforce and Slack proficiency
  • Zendesk expertise
  • Effective written and verbal communication
  • Multitasking and organization
  • Analytical problem-solving
  • CRM system proficiency
  • Empathy and patience
  • Adaptability and flexibility

Timeline

Expert Tax Prepare

Intuit TurboTax
12.2023 - 04.2024

Member Service Representative

BeneSys
03.2022 - 12.2023

Customer Support Advocate

Service Titan
11.2021 - 02.2022

Financial Tax Support

Sykes TurboTax
12.2020 - 04.2021

Accounting Specialist

Sprinkler Repair
09.2017 - 05.2019

Client Support

Verizon Wireless
07.2013 - 11.2015

Credit Analyst

American Express
10.2010 - 08.2012

Office Manager

Tempest Reporting
01.2005 - 07.2009

Certificate -

IBM Customer Success Management

Bachelor of Science - Information Technology Cyber Security

Western Governors University

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