Regina Muhammad
Calumet City,IL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
15
15
years of professional experience
Work History
Customer Service Specialist
Discover Financial Services, DFS
Chicago, IL
07.2022 - Current
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set up and activated customer accounts.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Assisted customers with dispute resolution, providing explanations of the process, account information and answers to inquiries.
- Maintained accurate records of all dispute activity on customer accounts.
- Reviewed credit card statements for accuracy and fraudulent activity.
- Resolved disputes by issuing credits or refunds when appropriate.
- Educated customers on the dispute resolution process via telephone or email communication.
Senior Tax Preparer
HR Block
Crestwood, IL
10.2015 - 04.2021
- Managed deliverables such as tax returns, extensions, and tax planning calculations
- Supplied detailed tax documentation needed to submit accurate corporate and individual returns
- Stored copies of completed returns and related documents according to company procedures and business regulations
- Produced US and state income, gift tax and estate tax returns for individuals
- Reduced errors associated with missed tax benefits by completing comprehensive reviews of internal tax preparation documents
- Determined clients' eligibility for tax credits, abatements or deductions through careful research and oversight
- Strategized plans to help clients reduce liabilities and maximize deductions in future tax periods
- Completed and filed returns with tax departments at local, state and federal levels
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions
- Maintained complete records of client tax returns and supporting documentation in secured areas
- Offered clients recommendations to reduce tax liabilities
- Delivered comprehensive tax documentation required for accurate individual and corporate returns
- Offered clients recommendations to reduce tax liabilities
- Reviewed available data and compared against tax code to determine exemptions, deductions and potential liabilities
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions
- Maintained complete records of client tax returns and supporting documentation in secured areas
- REGINA MUHAMMAD
- Provided information about available products and services to clients, resulting in increased business opportunities
- Saved client money by uncovering eligibility for different credits
Customer Service Associate
Credit Excel Inc
Evergreen, IL
01.2010 - 02.2018
- Prepared, completed, and processed customer account forms and database changes
- Reviewed customer data to assess current issues and determine potential solutions
- Maintained revenue streams by exhausting every option before offering refunds
- Met and exceeded productivity targets by handling every interaction with top-notch customer service
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints
- Evaluated customer account information to assess current issues and determine potential solutions
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Responded to customer calls and emails to answer questions about products and services
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Recorded account information to open new customer accounts
- Updated account information to maintain customer records
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
Education
Bachelor of Science - Business Administration-Finance
Chicago State University
Chicago, IL05.2022
Associate of Arts - Business Administration
City Colleges of Chicago-Olive-Harvey College
Chicago, IL07.2019
Skills
- Inbound and outbound calling
- MS Office proficiency
- Power point
- Effective communication
- Excel spreadsheets
- Quality assurance
- Deductible Expense Identification
- Tax Computation
- Adjustments and Deductions
- Individual Tax Returns
- Individual Returns Preparation
- Electronic Filing Software
- Credit Card Transaction Processing
- Bank Reconciliation
- Outbound Calls
- Due Diligence
- PROFESSIONAL SUMMARY
- Cheerful and upbeat professional with history of exceeding customer service
- Expectations Calm and composed in stressful situations and capable of
- Reducing customer dissatisfaction through acknowledgment, decisive
- Communication, and focused solutions Dedicated Tax Preparer versed in
- Statement review, return preparation and filing procedures Deadline-oriented
- Tax Professional adept at quickly assessing customer needs, developing
- Strategic plans and completing returns to maximize deductions and minimize
- Liabilities Pursuing role with tax preparation services organization
- Enthusiastic Tax Professional experienced in 500 plus tax returns Applies in-
- Depth knowledge of tax code protocols to optimize returns Personable and
- Thorough with 6 years of industry expertise Focused Senior Tax Preparer
- Conducting face-to-face tax interviews History of going above and beyond to
- Exceed expectations
- Call Centers
- Problem Resolution
- Customer relations
- Credit card payment processing
- Problem-solving abilities
- Courteous demeanor
Timeline
Customer Service Specialist
Discover Financial Services, DFS
07.2022 - Current
Senior Tax Preparer
HR Block
10.2015 - 04.2021
Customer Service Associate
Credit Excel Inc
01.2010 - 02.2018
Bachelor of Science - Business Administration-Finance
Chicago State University
Associate of Arts - Business Administration
City Colleges of Chicago-Olive-Harvey College
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