Keisha McCrary
Summary
Seasoned professional specializing in various returns. Technologically savvy, and meticulous in completing documentation according to guidelines. Quick learner with excellent communication skills, and a professional demeanor.
Reliable manager demonstrating a high level of ownership and initiative. Possessing an exceptional work ethic and a desire to go above and beyond to exceed company expectations. Offering a knack for building productive working relationships. Successful in fast-paced, deadline-driven environments, to manage goals and team development. History of thriving in team-oriented environments.
Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
25
25
years of professional experience
Work History
Seasonal Manager
Intuit (TurboTax)
Mountain View, CA
03.2015 - Current
- Provide leadership and performance management to a team of frontline experts.
- Consistently ensure the team meets KPIs.
- I made sure the team understood Net Promoters and Quality of Service by having daily huddles.
- As a tax expert, I professionally prepared returns for clients who desired full service.
- As a tax expert, I interviewed clients and answered questions regarding the preparation of tax returns.
- Communicated effectively with customers once the return was complete, and answered any follow-up questions regarding the return.
- Researched and provided IRS articles for customers.
- Responded to IRS notices and provided solutions for tax issues.
- Ensured that the performance and quality of services conform to established company and regulatory standards.
- Identified, documented, and tracked all documents for Intuit and IRS compliance.
- As a tax expert, I answered questions regarding returns and identified errors within the return.
- Provided callbacks for customers who had more complex issues that needed more research.
- Provided customers with solutions for returns that were rejected or needed further review from the IRS.
- As a Security Services Associate, I provided empathy and comfort to those whose identities had been stolen.
- Assisted customers with information from FCRA compliance laws, FTC reporting, and current IRS publications to resolve identity theft issues.
- As a Tax Lead, I produced and provided next steps to agents and customers to assist with resolving the situation with the IRS, and I performed callbacks for customers who needed a more thorough explanation of their situation.
- As a Product Support Specialist, I provided customers with solutions for errors while using the product.
- Assisted with downloading and executing the correct product based on their individual situations.
- Provided customers with solutions regarding printing, mailing, and signing tax returns.
Tax Preparer
Slocum & Associates
09.2000 - 04.2015
- Utilized advanced tax preparation software to prepare tax returns for individuals and small businesses
- Resolved customer concerns and complaints
- Advised customers of their rights and responsibilities as Taxpayers
- Ensured the proper credits, deductions, and tax liabilities were applied to tax returns according to the IRS Tax Code
- Managed tax pipeline to ensure all returns have a resolution whether accepted or rejected
- Provided ongoing support to customers
Education
Currently Studying - EA
Strayer University
03.2025
Masters Business Administration -
Strayer University
01.2019
BA - Business Administration
Strayer University
01.2000
Skills
- MS Office
- Data entry and collation skills
- Team management
- Effective communication
- Tax preparation
- Sales Force
- Pro Series
- Quick Books
- Problem solving
- Tax compliance
References
Available on request
Timeline
Seasonal Manager
Intuit (TurboTax)
03.2015 - Current
Tax Preparer
Slocum & Associates
09.2000 - 04.2015
Currently Studying - EA
Strayer University
Masters Business Administration -
Strayer University
BA - Business Administration
Strayer University
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