Quanesha Ford
Lithonia,GA
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Contact Representative Account Management
Department Of Treasury
10.2020 - 07.2023
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to taxpayer questions and helped individuals complete and file tax documentation.
- Prepared tax returns for individuals and businesses.
- Professionally negotiated and dealt with taxpayers in confrontational situations.
- Kept case data and contact information up to date to expedite proceedings.
- Processed tax payments, set up payment plans and worked with delinquent taxpayers to resolve issues.
- Reviewed established accounting systems and historical information to identify strengths and weaknesses of existing methods and controls.
- Recommended financial solutions in relation to tax implications.
- Conducted call audits to assess interaction quality, accuracy and service success.
Tax Preparer
Quick Cash Accounting
11.2017 - 10.2020
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Assessed client tax situations to determine best filing options.
- Maintained compliance by adhering to current tax laws and regulations.
- Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities.
- Offered clients recommendations to reduce tax liabilities.
- Prepared tax returns for clients in various industries according to government regulations and requirements.
- Researched complex tax issues utilizing online resources and professional tax software.
- Analyzed financial records to verify accuracy of tax returns.
- Communicated with clients regarding tax situations, providing guidance on financial decisions.
- Identified potential audit red flags to minimize risk of IRS audits.
- Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.
- Developed tax plans and projections to help clients meet objectives.
- Liaised with accountants to confirm accuracy of client tax returns.
- Utilized tax software to prepare returns and meet deadlines.
- Calculated estimated tax payments for clients.
- Analyzed financial documents to accurately reflect client information on tax returns.
- Collaborated with clients to answer questions and provide advice on tax matters.
- Facilitated communication between clients and tax authorities.
- Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities.
- Consulted with clients to assess and mitigate future tax liabilities and determine eligibility for tax abatement.
- Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
- Responded to inquiries from IRS and other tax authorities.
- Prepared US, multistate, and international tax returns for business clients.
- Facilitated integration of modern tax software with client accounting software.
Front Desk Receptionist
Children's Health Care Of Atlanta
09.2013 - 11.2017
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Completed data entry and filing to keep records updated for easy retrieval.
- Completed all tasks in compliance with company policies and procedures.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new team members on company procedures, customer service and issue resolution.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Organized, maintained and updated information in computer databases.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Scheduled office meetings and client appointments for staff teams.
Customer Service Representative
Comcast
07.2009 - 09.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
Skills
- Customer Communication
- Account Management
- Training and Development
- Verbal and Written Communication
- Problem-Solving Skills
- Tax Advising
- Customer Support
- Call Center Operations
- Customer Account Updates
- Appointment Scheduling
- Account relationship management
- Account management specialist
Timeline
Contact Representative Account Management
Department Of Treasury
10.2020 - 07.2023
Tax Preparer
Quick Cash Accounting
11.2017 - 10.2020
Front Desk Receptionist
Children's Health Care Of Atlanta
09.2013 - 11.2017
Customer Service Representative
Comcast
07.2009 - 09.2013
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