Michelle Alvey

• Seasonal Tax Expert Lead responsible for support Tax Expert leads with current tax law to ensure tax return accuracy. Often providing advanced tax knowledge or confirming the information for the tax expert working on are return.
• Utilize knowledge and resources to research tax topics and explain to clients in an easy to understand format.
• Meet QoS metrics on every call
• Training and upskilling as opportunities or the business need arises. Upskilled on cryptocurrency, and moved to Full Service March 2022.
• Help other colleagues as needed in Slack
• Complete tax returns and answer all client questions with 100% accuracy and obtaining agreement that the customer is satisfied with the service I have provided.
• Follow up with customers on aging or outstanding requests
• Maintain current tax law kowlegde and consistently research for changes.
• Meet or exceed engagement expectations and deadlines
• 100% accuracy and attention to detail and adherence to all policies
• IRS Due diligence requirements met and form completed on every return
• Attend daily team huddles
• Respond to all requests in a timely manner and ensure efficiency and follow through.
• Service as liasion with tax managers to help with their workload.
• Lead presentations and ad hoc trainings as requested,
• Serve as pod support for cross functional teams and work on special porjects.

• Answer calls for technical support of all product lines including Mobile phones, computers, headsets, tablets, home networking, and application support. Webchat agent answering chat inquiries via web portal.
• Due to a Non-disclosure agreement (NDA), I cannot provide specific product information.
• Responsible for managing quality metrics including AHT (Average handle time), ACW (After call work), Screen Sharing, CFT (Customer facing time), SA Schedule adherence, and all other metrics determined by Quality Assurance (QA).
• Answer customer calls for technical support.
• Use knowledge base and company tools to log each telephone interaction and accurately document the call type, product affected, troubleshooting steps completed, resolution provided, and customer agreement and understanding of resolution.
• Show empathy and build rapport with customers to promote a positive image of the company and its products and support.
• Escalate any unresolved issues for engineers to evaluate software bugs or hardware failures outside the normal expected operation of a device.
• Weekly on going self-guided training - Continuous training and exams with a 100% score required.
• Weekly coaching sessions for continued development and identify opportunities for growth and career development.
• Mentor peers and other associates in entry level to mid-level call center positions, serve as a SME to assist others with their development and training staff supporting people in nesting, the transition period from training to taking calls.
• Maintain a distraction free, secure at homework environment with stringent requirements for security purposes, as well as no noise or anything that would lead a customer to believe we were working from home. The client did not wish its customers to know they work from home.
• Log customer complaints and compliments if customer not calling for support and escalate where needed.
• Review performance reports and manage my performance goals, expectations, and career advancement in software designed to engage the employee in the performance management process.
• Provide world class customer service, leave each customer feeling good about the interaction and resolution to the problem.
• Documentation of every interaction with very specific quality reviews, then review those calls to determine compliance and receive feedback.
• No compliance or quality fails - Maintained QA score of 95% or greater Score 100%
• Document issues with associates under my assigned mentoring group, provide coaching and feedback, as well as serve as SME to help them resolve customer issues.
• Serve as technical expert to assist associates in locating resources through MS teams, to assist with finding the correct resolution to the call they are on, while taking calls myself.

• 4 direct reports and 4 dotted line support staff
• Manage 8 IT employees for site support, ERP / SAP, CRM and proprietary application development.
• Industry 4.0 / IoT (Internet of Things)
• Develop Technology plans.
• Budget responsibility
• ITCC compliance assurance
• Audit compliance ISO9001/IATF 16949
• MMOGLE audit compliance
• ITIL
• Managed SDWan , MS Server upgrade, Network upgrade, and technology refresh projects
• CAPEX responsibility
• Ensure plant is supported by IT department including connectivity, robotics, automated processes, real time reporting, visual shop floor

Temp Filling in

• Maintain an inventory of parts for emergency repairs.
• Recommend changes to improve systems and network configurations and determine hardware or software requirements related to such changes.
• Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
• Maintain logs related to network functions, as well as maintenance and repair records.
• Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
• Plan, coordinate, and implement network security measures to protect data, software, and hardware.
• Configure, monitor, and maintain email applications or virus protection software.
• Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
• Design, configure, and test computer hardware, networking software and operating system software.
• Confer with network users about how to solve existing system problems.
• Research new technologies by attending seminars, reading trade articles, or taking classes, and implement or recommend the implementation of new technologies.
• Analyze equipment performance records to determine the need for repair or replacement.
• Implement and provide technical support for voice services and equipment, such as private branch exchange, voice mail system, and telecom system.
• Temporary assignment

• Prepare taxes for consumers using tax preparation software. Ongoing training on a yearly basis as well as self-guided ongoing training under supervision of a CPA.

• Entrepreneur - Business Owner Managing Partner / President – 17 million dollar annual revenue
• Develop or update project plans for information technology projects including information such as project objectives, technologies, systems, information specifications, schedules, funding, and staffing.
• Manage project execution to ensure adherence to budget, schedule, and scope.
• Assign duties, responsibilities, and spans of authority to project personnel.
• Prepare project status reports by collecting, analyzing, and summarizing information and trends.
• Coordinate recruitment or selection of project personnel.
• Develop and manage annual budgets for information technology projects.
• Develop implementation plans that include analyses such as cost-benefit or return on investment (ROI).
• Direct or coordinate activities of project personnel.
• Establish and execute a project communication plan.
• Identify the need for initial or supplemental project resources.
• Identify, review, or select vendors or consultants to meet project needs.
• Initiate, review, or approve modifications to project plans.
• Negotiate with project stakeholders or suppliers to obtain resources or materials.

• Plan and modify product configurations to meet customer needs.
• Confer with customers and engineers to assess equipment needs and to determine system requirements.
• Collaborate with sales teams to understand customer requirements, to promote the sale of company products, and to provide sales support.
• Secure and renew orders and arrange delivery.
• Develop, present, or respond to proposals for specific customer requirements, including request for proposal responses and industry-specific solutions.
• Sell products requiring extensive technical expertise and support for installation and use, such as material handling equipment, numerical-control machinery, and computer systems.
• Diagnose problems with installed equipment.
• Recommend improved materials or machinery to customers, documenting how such changes will lower costs or increase production.
• Prepare and deliver technical presentations that explain products or services to customers and prospective customers.
• Provide technical and non-technical support and services to clients or other staff members regarding the use, operation, and maintenance of equipment.
• Research and identify potential customers for products or services.
• Visit prospective buyers at commercial, industrial, or other establishments to show samples or catalogs, and to inform them about product pricing, availability, and advantages.
• Create sales or service contracts for products or services.
• Keep informed on industry news and trends, products, services, competitors, relevant information about legacy, existing, and emerging technologies, and the latest product-line developments.
• Attend company training seminars to become familiar with product lines.
• Write technical documentation for products.
• Develop sales plans to introduce products in new markets.
• Identify resale opportunities and support them to achieve sales plans.
• Document account activities, generate reports, and keep records of business transactions with customers and suppliers.
• Attend trade shows and seminars to promote products or to learn about industry developments.

• Oversee daily operations for 200 employee contact center - Started as an entry level support technician.
• SME Salesforce.com, CRM solution
• SME CSG and other billing software
• Interview, hire, and retain talent.
• Performance Development Management
• Oversee workforce management, staffing.
• Meet and exceed call center metrics, AWT, AHT, other industry standard metrics for call handling.
• Train and supervise management staff.
• Ensure compliance with all regulations including PCI.
• Maintain continuous improvement plans.
• Purchasing decisions for capital and non-capital expenditures
• Leadership – Vision – Direction
• Encourage Collaboration with cross functional teams.
• Focus on customer satisfaction, technical excellence, and customer service excellence.
• Foster highly collaborative and diverse environment Emotional Intelligence
• Familiar with GAAP (Generally Acceptable Accounting Principles)
• SOX knowledge and experience working with SOX requirements, corporate governance
• Training experience with technical writing
• Best practices documentation and training to employees across organization in call center environments. Travelled the US to train technical and software teams on broadband internet, docsis specifications, and CMTS headend hardware configurations, provisioning and other technologies that were emerging at the time.
• Able to read and understand P&L statements General ledger, budgeting process in corporate environment, COGS reports and financial aspects of corporate business operations.
• Responsible for 2000 seat contact center budget.