Nancy Hoffman
Summary
Receptionist — Highly Proficient September 2019 Using basic scheduling, attention to detail, and organizational skills in an office setting.
Conscientiousness — Highly Proficient
Customer Service — Highly Proficient
Customer Focus & Orientation — Highly Proficient
Responding to customer situations with sensitivity
Call Center Customer Service — Highly Proficient
Verbal communication — Proficient
Data entry: Accuracy — Proficient
Overview
29
29
years of professional experience
Work History
Turbo Tax Product Expert Chat
Omni Interactions, Inc.
03.2023 - Current
- Assist customers via chat with various tax issues
Turbo Tax Tier 2 Support
Omni Interactions, Inc.
03.2023 - Current
- Tier 2 Desktop Expert for Intuit Turbo Tax Products
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
TurboTax LXG
Omni Interactions, Inc.
03.2023 - Current
- Digital Trainer in Turbo Tax online and Download Platform
Turbo Tax Product Expert
Omni Interactions, Inc.
02.2023 - Current
- Assist customers on the phone with issues with filing there returns
Quickbooks Online LXG
Omni Interactions, Inc.
12.2022 - Current
- Digital Learning Trainer for Quickbooks Online Payroll and other features of Quickbooks
Quickbooks Tier 2 & 3 Support / SME
Omni Interactions, Inc.
06.2022 - Current
- Tier 2 Desktop Expert for Intuit Quickbooks Products
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
Quickbooks Desk Top Support
Omni Interactions, Inc.
04.2022 - Current
- Assisted customers with various issues with the software
Vacation & Benefits
MEBA Benefit Plans
10.2016 - 10.2016
- Responsible for calculating & applying PTO hours accrued for employees stationed over seas, or out of the country
- Management of the entire PTO data base, data entry and management of the computerized database, & communication with internal employees and HR department.
Administrative Assistant II
Brody Brothers Quality Pest Control Services
01.2012 - 01.2012
- Enter data into various computerized and filing systems
- Collect all paperwork, verify paperwork and data integrity
- Assist owners and office managers with various assignments, tasks and requests
- Demonstrate knowledge and proficiency with company systems, software, and procedures
- Assist in recruiting Office Staff and Technicians
- Other duties as assigned by Executive Administrator, Sales Manager, or Corporate Managers
- Demonstrate knowledge and proficiency with all requirements for the Administrator position
- Manage workload, office functions, and manage call volumes and other requirements.
Regional Administrative Assistant
Power Home Technologies
11.2011 - 01.2012
- Conduct training on systems and procedures
- Complete and submit new hire paperwork
- Other duties as assigned by Executive Administrator, Sales Manager, or Corporate Managers
- Demonstrate knowledge and proficiency with all requirements for the Administrator position
- Manage workload, office functions, and employee schedules; ensure the office is properly staffed to manage call volumes and other requirements
- Conduct training and evaluations
- Consult with Executive Administrator on disciplinary actions, hiring, and terminations
- Accurately process payroll, enter payroll data, verify as necessary
- Assist, lead, and develop Administrative personnel and department
- Conduct Training as necessary
- Promote teamwork via conference calls, individual and group meetings, and functions as necessary
- Conduct Employee Reviews and review disciplinary actions for the Administration department
- Act as a point of escalation (1st level) and support for administrators.
Administrative Assistant
Hanover
11.2009 - 01.2012
- Enter data into various computerized and filing systems
- Collect all paperwork, verify paperwork and data integrity
- Accurately prepare and submit contracts and associated paperwork for funding
- Assist sales persons and sales manager with various assignments, tasks and requests
- Demonstrate knowledge and proficiency with company systems, software, and procedures
- Order office supplies; maintain a clean and neat office.
CAE
Comcast Cable
04.2007 - 11.2009
- Handle calls covering a full range of customer services in a prompt and professional manner obtaining all information for resolution of transaction
- Answer customer's question regarding billing, service problems, products and features
- Correct errors and discrepancies on customer accounts as necessary
- Target customer's interests with a variety of product and service offerings
Quality Assurance Representative
Wyndham Worldwide
09.2005 - 09.2005
- Being able to maintain high quality standards and having emphasis on accuracy within strict guidelines
- Verify and audit legal contracts, Monitoring agent's accuracy and efficiency via Wygant Verbal Master Software, and Nice
- Also worked alongside with my supervisor in various projects and meeting deadlines
- Organized and implemented group activities in an efficient manner
Administrator
Professional Camera Repair Inc.
01.1995 - 12.2001
- Organized and implemented group activities in an efficient manner
- Scheduled appointments and assured timely arrival Maintained accurate financial records, and paid all invoices on time
- Prepared reports and created documents using Microsoft Office QuickBooks
- Established friendly and lasting relationships, established rapport with diverse individuals and groups
- Working alongside the President and Vice President of the company taking on various administrative duties.
Skills
Clerical (10 years) Customer Service (10 years) microsoft office (10 years) outlook (10 years) Telephone Skills (10 years) Receptionist (10 years) Typing (10 years) Basic Computer Skills (10 years) Phones (10 years) Scheduling Filing Troubleshooting (5 years) Microsoft Office (10 years) Microsoft Word (10 years) Microsoft Powerpoint (10 years) Time Management (10 years) Childcare (10 years) Problem-solving Flexibility Reliability Team Work Employee Orientation Salesforce (5 years) Windows QuickBooks (5 years) Customer support Computer networking Customer support (10 years) Live chat (3 years) Data collection Research Search engines Technical Support Help Desk QuickBooks (5 years) Payroll (5 years) Analysis skills IT support Operating Systems Network Support Desktop Support
Timeline
Turbo Tax Product Expert Chat
Omni Interactions, Inc.
03.2023 - Current
Turbo Tax Tier 2 Support
Omni Interactions, Inc.
03.2023 - Current
TurboTax LXG
Omni Interactions, Inc.
03.2023 - Current
Turbo Tax Product Expert
Omni Interactions, Inc.
02.2023 - Current
Quickbooks Online LXG
Omni Interactions, Inc.
12.2022 - Current
Quickbooks Tier 2 & 3 Support / SME
Omni Interactions, Inc.
06.2022 - Current
Quickbooks Desk Top Support
Omni Interactions, Inc.
04.2022 - Current
Vacation & Benefits
MEBA Benefit Plans
10.2016 - 10.2016
Administrative Assistant II
Brody Brothers Quality Pest Control Services
01.2012 - 01.2012
Regional Administrative Assistant
Power Home Technologies
11.2011 - 01.2012
Administrative Assistant
Hanover
11.2009 - 01.2012
CAE
Comcast Cable
04.2007 - 11.2009
Quality Assurance Representative
Wyndham Worldwide
09.2005 - 09.2005
Administrator
Professional Camera Repair Inc.
01.1995 - 12.2001
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