Rashonda Johnson
Columbus,United States
Summary
Dynamic professional with extensive experience in accounting, tax preparation, bookkeeping, and QuickBooks. Proven ability to navigate challenges through strong problem-solving skills and a proactive approach to new tasks. Recognized for adaptability, creativity, and a results-oriented mindset that drives success. Committed to contributing to organizational goals and enhancing overall efficiency.
Overview
1
1
Certification
19
19
years of professional experience
Work History
QuickBooks Assisted Live Bookkeeping Agent
Vaco by Highspring
11.2025 - 01.2026
- Guided small-business owners through QuickBooks Online workflows, including Chart of Accounts setup, bank-feed connections, and initial transaction categorization.
- Provided live video and audio consultations, translating bookkeeping concepts into clear, actionable steps for business owners.
- Educated clients on monthly bank and credit card reconciliations, identifying missing data, discrepancies, duplicate entries, and misclassified transactions.
- Troubleshot QuickBooks issues, resolving transaction categorization and sales tax setup while explaining bookkeeping best practices for accurate financial reporting.
- Used available QuickBooks automation and AI features to review suggested categorizations, flag potential anomalies, and help clients work more efficiently.
- Maintained clear client notes to support continuity of service and handled sensitive financial information professionally.
- Managed diverse client needs in high-volume, on-demand support environment, establishing clear boundaries around tax advice and full-service bookkeeping.
- Remote
- Managed candidate communications and scheduled interviews across multiple client requisitions.
- Managed inbound calls and resolved customer inquiries with accurate, timely service.
- Documented case details in CRM, ensuring clear records and workflow continuity.
- Investigated account issues and coordinated resolutions across internal teams.
- Applied company policies to assess requests and deliver consistent support decisions.
QuickBooks Online Expert
Working Solutions, LLC / Intuit
10.2024 - 03.2025
- Helped customers manage bookkeeping records in QuickBooks and investigate errors or discrepancies.
- Guided customers through bank and credit card reconciliations to help maintain accurate financial records.
- Managed accounts payable and receivable data entry, vendor invoice tracking, expense recording, and bill-payment workflows to ensure accurate financial processing.
- Assisted customers in maintaining bookkeeping records in QuickBooks while investigating errors or discrepancies to enhance financial accuracy.
- Assisted with monitoring cash flow through regular account reconciliation.
- Guided customers on QuickBooks Payroll and QuickBooks Accountant setup and functionality to optimize their accounting processes.
- Protected confidential customer and client financial information.
- Worked remotely to support team functions and client needs.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Client Service Representative / Team Lead
Direct Interactions
03.2019 - 04.2024
- Managed calls, updated enrollment cases, provided partner referrals, and escalated complex cases for American Red Cross disaster-relief operations.
- Coordinated relocation and hotel arrangements for families impacted by declared disasters.
- Assisted families affected by declared disasters with relocation and hotel arrangements.
- Updated client cases and documented information while ensuring compliance with confidentiality requirements.
- Previously supported New York Department of Health COVID-19 testing outreach.
- Served as a supervisor from August 2020 to April 2021; worked as an independent contractor on certain projects before becoming a W-2 employee in January 2023.
- Remote
- Resolved customer inquiries through phone and digital channels with accurate, timely support.
- Documented case details in CRM systems to maintain complete, reliable service records.
- Guided customers through billing, scheduling, and service updates with clear communication.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Escalated complex issues to specialized teams while preserving service continuity.
- Documented interactions in CRM systems to maintain complete and consistent case records.
- Resolved inbound customer inquiries with accurate account guidance and courteous service.
E-Sales Agent
U-Haul
05.2019 - 12.2019
- Managed high-volume inbound calls to efficiently handle reservations, cancellations, and changes.
- Managed over 30 incoming calls and 10 outbound calls daily
- Processed storage payments, extended equipment rentals, and scheduled hitch installations to ensure customer satisfaction.
- Completed dispute forms and coordinated with departments to promptly resolve customer requests.
- Managed reservations, rental agreements, and payment processing with accuracy and professionalism.
- Advised customers on truck, trailer, and storage unit selections based on moving needs.
- Advised customers on truck, trailer, and storage rental options aligned with moving needs.
- Processed reservations, contracts, and payment transactions with accuracy and attention to detail.
- Resolved customer inquiries regarding pricing, availability, and service policies.
- Promoted moving supplies, insurance coverage, and equipment add-ons during rental conversations.
Client Care Specialist
Jackson Hewitt
11.2016 - 02.2019
- Assisted clients with appointment scheduling, tax document retrieval, and clarification of return and refund processes to enhance client understanding.
- Monitored return status and provided detailed explanations of available products and services to improve client knowledge.
- Communicated with office managers to resolve client concerns and documented cases for complaints needing further review.
- Prepared reports and performed additional office support duties.
- Worked remotely to assist clients with inquiries
- Resolved client inquiries regarding tax preparation, refunds, and document requirements with clear, accurate guidance.
- Coordinated appointment scheduling, ensuring efficient client flow across busy tax seasons.
- Managed approximately over 30 incoming calls daily and worked 3 chats simultaneously when performing chat support.
Customer Service Representative
Amazon.com
11.2015 - 04.2016
- Resolved customer inquiries regarding orders, shipments, payments, delivery changes, returns, refunds, and replacements to enhance customer satisfaction.
- Navigated multiple systems to investigate order status and resolve carrier or payment issues, ensuring timely customer support.
- Achieved multiple certificates for maintaining a 100% NRR score, reflecting commitment to exceptional customer service.
- Resolved complex customer inquiries through phone, chat, and email support.
- Documented interactions accurately in CRM while maintaining clear case histories.
- Resolved customer inquiries via phone, chat, and email using policy-guided service standards.
- Investigated order, shipment, refund, and return issues through internal support systems.
- De-escalated complex complaints with clear communication and accurate root-cause analysis.
- Documented cases in CRM tools, ensuring complete records and timely follow-up actions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Trained peers on workflow updates, customer handling techniques, and knowledge base usage.
Tax Support Specialist
Intuit, Inc.
11.2014 - 04.2015
- Troubleshot TurboTax software and remotely accessed customers' computers to resolve user or software issues efficiently.
- Assisted customers with tax-software questions and recommended product upgrades tailored to their filing needs.
- Monitored return transmission status for customer inquiries. at customers' request.
- Managed approximately 30 incoming calls per day from customers.
- Resolved tax filing and software issues using Intuit support workflows and case management tools.
- Guided customers through e-file errors, return corrections, and refund status inquiries.
- Interpreted tax product policies to provide accurate, compliant support for complex account questions.
- Tracked recurring issue patterns and recommended process updates to improve resolution consistency.
- Documented case details clearly to support follow-up, audit readiness, and service continuity.
- Mentored teammates on tax support procedures, troubleshooting steps, and customer communication standards.
Medical Office Receptionist
Dr. Jack Blalock Endocrinologist Office
03.2012 - 08.2012
- Coordinated multi-line phones, scheduled appointments, processed patient referrals, organized charts, managed laboratory data, and verified insurance information.
- Prepared prescription refill requests and appointment reminders.
- Processed copays, conducted insurance checks, prepared deposit slips, and supported payroll and bill payments to ensure financial accuracy.
- Performed basic bookkeeping and supported the accountant.
- Answered phone calls and messages for 1-physician Endocrinology medical facility, scheduling appointments, and handling patient inquiries.
- Greeted patients, managed check-in and check-out, and maintained organized front-desk flow.
- Scheduled appointments, coordinated follow-ups, and reduced gaps in provider calendars.
- Verified insurance eligibility, updated demographics, and ensured accurate patient records.
- Answered multi-line phones, routed clinical questions, and relayed messages promptly.
- Coordinated referrals, prior authorizations, and specialty documentation for endocrinology visits.
- Supported electronic medical records workflows, filing, and chart preparation with strong accuracy.
- Handled sensitive situations compassionately when dealing with distressed patients or families during difficult times.
- Maintained patient databases and updated information in alignment with HIPAA protocols.
- Improved patient satisfaction by efficiently managing front desk operations and addressing inquiries professionally.
- Pulled charts and prepared for nurse and doctor assessment.
- Assisted in billing processes, ensuring accurate records and timely payments from insurance companies and patients.
- Streamlined the check-in process for patients, resulting in reduced wait times and increased satisfaction.
- Contributed to a welcoming atmosphere by greeting patients warmly upon arrival and assisting them throughout their visit.
- Aided with prescription refill requests.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and protecting privacy rights.
- Kept patients' appointments on schedule by informing provider of patient's arrival and any delays.
Tax Preparer
HNG Financial
09.2011 - 01.2012
- Prepared current- and prior-year tax returns, addressing client inquiries to ensure understanding and compliance.
- Provided tax information and estimates, assisting clients with questions on tax payments to facilitate timely resolutions.
- Prepared accurate individual and business tax returns in compliance with current federal and state regulations.
- Reviewed source documents to identify deductions, credits, and filing issues before submission.
- Consulted clients on tax questions, filing requirements, and supporting documentation needs.
- Advised clients on tax-saving strategies, withholding adjustments, and estimated payments.
- Reviewed client financial records for accuracy, completeness, and deductible expenses.
- Prepared individual and business tax returns using current tax codes and filing requirements.
- Reconciled supporting documentation with return entries to reduce filing errors.
- Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
- Analyzed financial records to verify accuracy of tax returns.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Assessed client tax situations to determine best filing options.
- 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.
- Built strong rapport with clients through clear communication and regular updates on the status of their tax filings.
Loan Service Specialist I
Synovus Financial Corporation
11.2007 - 08.2009
- Reviewed consumer, real estate, home equity, and commercial loan documents to ensure accuracy and completeness, facilitating timely processing.
- Logged and assigned loan files, ordered flood determinations, and identified document discrepancies to maintain compliance and streamline workflow.
- Performed pre-review and post-review checks while troubleshooting loan and fax systems to enhance operational reliability.
- Reviewed servicing documentation for completeness, consistency, and compliance with policy requirements.
- Resolved borrower inquiries regarding loan balances, payoff quotes, and payment application details.
- Coordinated account maintenance tasks across internal systems to support timely loan administration.
- Improved operational efficiency by refining processes for document tracking and account updates.
- Maintained accurate records on all transactions, ensuring compliance with federal regulations and internal policies.
- Managed a high volume of loan applications, prioritizing tasks and ensuring timely completions for enhanced customer satisfaction.
- Monitored pipelines to track and log status of loans.
Help Desk Consultant
Synovus Technologies
07.2007 - 11.2007
- Delivered remote technical support to bank customers, facilitating printer and fax installation, computer refreshes, and system updates.
- Logged and tracked support tickets, escalating unresolved issues to upper-level PC support for timely resolution.
- Resolved complex technical incidents across hardware, software, and network environments.
- Diagnosed user issues through remote support tools and systematic troubleshooting.
- Documented tickets accurately within service desk systems and knowledge base articles.
- Provided customer support and technical support to 50 customers daily.
- Diagnosed remote connectivity issues involving VPN, Citrix, and desktop access
- Managed incident documentation, updates, and closure within ticketing system
- Supported end users with password resets, account access, and MFA troubleshooting
- Resolved escalated help desk tickets for hardware, software, and network issues
Education
Pharmacy Technician Certification -
Columbus State University
Columbus, GA11-2012
Bachelor of Science - Human Resource Management
Troy University
Troy, AL07-2010
Associate of Applied Technology - Accounting
Columbus Technical College
Columbus, GA03-2006
Skills
- Virtual bookkeeping
- Client relationship management
- Accounting software
- Financial documentation
- Transaction processing
- Budgeting
- Google Docs
- Data entry accuracy
- Problem-solving skills
- Remote client support
- Leadership
- Conflict resolution
Certification
QuickBooks ProAdvisor Current as of July 2026
Timeline
QuickBooks Assisted Live Bookkeeping Agent
Vaco by Highspring
11.2025 - 01.2026
QuickBooks Online Expert
Working Solutions, LLC / Intuit
10.2024 - 03.2025
E-Sales Agent
U-Haul
05.2019 - 12.2019
Client Service Representative / Team Lead
Direct Interactions
03.2019 - 04.2024
Client Care Specialist
Jackson Hewitt
11.2016 - 02.2019
Customer Service Representative
Amazon.com
11.2015 - 04.2016
Tax Support Specialist
Intuit, Inc.
11.2014 - 04.2015
Medical Office Receptionist
Dr. Jack Blalock Endocrinologist Office
03.2012 - 08.2012
Tax Preparer
HNG Financial
09.2011 - 01.2012
Loan Service Specialist I
Synovus Financial Corporation
11.2007 - 08.2009
Help Desk Consultant
Synovus Technologies
07.2007 - 11.2007
Pharmacy Technician Certification -
Columbus State University
Bachelor of Science - Human Resource Management
Troy University
Associate of Applied Technology - Accounting
Columbus Technical College
Personal Information
- Title: Client Support Professional
- Work Permit: Authorized to work in the United States
- Visa Status: Authorized to work in the United States