Marleih Fesolai

• Provided exceptional service to customers by effectively resolving payroll tax notices via email and/or phone interactions.

• Simplified the tax notice experience for customers through clear and professional communication.

• Researched and resolved payroll tax notices under the guidance of experienced team members.

• Ensured clear and concise documentation of case details for transparency and accuracy.

• Collaborated with Compliance, Engagement, and Tax Operations teams to facilitate comprehensive solutions.

• Communicated with government agencies to advocate for Gusto customers, following supervision guidelines.

• Managed time efficiently to achieve established goals and deadlines

• Handled a daily queue of tax notices, updating cases, informing customers of changes, and escalating issues as necessary to peers for resolution.

• Owned customers' inquiries from initiation to resolution, ensuring continuous updates throughout the process.

• Managed live inbound phone channels primarily, with flexibility to support email and chat channels as required.

• Maintained a full-time 40-hour week schedule during operational hours.

• Met quality and productivity standards essential for superior customer service and career progression at Gusto.

• Collaborated closely with fellow advocates and cross-functionally within the company to influence product development.

• Provided exemplary customer service with a "search first" approach, utilizing internal resources extensively before seeking additional support.

• Enhanced critical thinking skills to tackle increasingly complex customer inquiries effectively.

• Stayed current with new products and features, consistently delivering updates to customers for an exceptional service experience.

• Adapted flexibly to accommodate seasonal spikes in volume from December through March, including weekend overtime and blackout periods for PTO, ensuring optimal service for small business owners.

• Utilized multiple digital systems proficiently and leveraged customer data to inform decision-making.

• Demonstrated strong collaboration skills as a team player, capable of inspiring others and maintaining a professional brand and image.

• Displayed accountability as a proactive problem solver, adept at handling customer interactions effectively.

• Worked my way up from part-time sales associate to assistant lead
• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Helped customers locate products and checked store system for merchandise at other sites.
• Prepared merchandise for sales floor by pricing or tagging.
• Rotated stock and restocked shelves to maintain product availability and store appearance.
• Engaged with customers to build rapport and loyalty.
• Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
• Answered customer questions about sizing, accessories, and merchandise care.
• Managed returns, exchanges and refunds in accordance with store policy.
• Solved customer challenges by offering relevant products and services.
• Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
• Provided positive first impressions to welcome existing, new, and potential customers.
• Educated clients on current promotional offerings and products using persuasive selling tactics.
• Generated new sales leads to achieve and exceed monthly sales goals.
• Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
• Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
• Contributed to team objectives in fast-paced environment.
• Selected correct products based on customer needs, product specifications and applicable regulations.
• Stayed current on company offerings and industry trends.
• Developed and maintained strong working relationships with professionals within assigned territory.
• Monitored service after sale and implemented quick and effective problem resolutions.
• Assessed customer needs and utilized suggestive selling techniques to drive sales.
• Engaged with customers to effectively build rapport and lasting relationships.
• Answered customer questions about products and services, helped locate merchandise, and promoted key items.
• Managed and motivated employees to be productive and engaged in work.
• Cross-trained existing employees to maximize team agility and performance.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Developed and implemented business strategies to achieve business goals and stay competitive.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established team priorities, maintained schedules and monitored performance.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.