Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Timeline
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Rhonda Poffenberger

Rhonda Poffenberger

Berkeley Springs,WV

Summary

Dynamic professional with a proven track record at Jackson Hewitt Tax Service, where I increased revenue by 150%. Skilled in customer engagement and software troubleshooting, I excel in problem-solving and effective communication, ensuring high-quality service and productivity enhancement in fast-paced environments. A self-starter dedicated to achieving results.

Overview

26
26
years of professional experience

Work History

Product Expert

Turbo Tax
03.2024 - 04.2024
  • Inbound and outbound customer service
  • Provided assistance to customers facing technical challenges
  • Helped customers navigate through the products

Account Supervisor

SMX Staffing
08.2014 - 08.2016
  • Began as a group lead and quickly became an Account Supervisor
  • Communicate with client for shift staffing needs
  • Call and fill work orders for client by scheduling staff
  • Maintain accurate attendance records and hours worked for staff
  • Ensure safe work practices
  • On call for accident reports and entering into database within 24 hours
  • Drug tested new incumbents and all incidents/accidents.
  • Accident Investigations

Maintenance - temp

Staples Distribution
10.2012 - 02.2013
  • Used hand and power jacks
  • Painted all areas interior and exterior of the warehouse with yellow caution paint for safety purposes
  • Assisted with maintaining stock lines to ensure uninterrupted production

Tax Accountant

Jackson Hewitt Tax Service
01.2008 - 04.2008
  • Compute personal and self-employment income taxes
  • Check data input and verify totals
  • Consult tax law handbooks and references
  • File state and federal income taxes

Area Office Mgr & Tax Instructor

Jackson Hewitt Tax Service
12.2004 - 03.2006
  • Increased revenue in one tax year by 150%
  • Instructed Tax Classes in 5 local cities
  • Implement corporate and departmental policies
  • Planned and prepared work schedules
  • Listened to and resolved customer complaints

Executive Administrative Assistant

PMI Mortgage Insurance, Inc.
05.2002 - 03.2003
  • Assisted the Eastern Division Director of Operations
  • Designed training manuals for personnel including Regional Operations Managers
  • Designed and developed multiple excel reports for daily, weekly, and monthly reports
  • Coordinated the collection and preparation of operation reports, time and attendance records, budget expenditures, and organizational charts for the Eastern half of the US

Customer Technical Support

High Mobility Solutions, Inc.
07.1999 - 02.2001
  • Resolved customer service or billing complaints
  • Confer with customers via telephone and in person
  • Debugged software for clients in visual basic behind their Microsoft Access Databases by dialing into their network systems via Reach Out Software to make changes to the program and fix bugs
  • Created specialized tables, queries, and reports for customers at their special requests
  • Guest speaker at annual conference for City Municipality Governments

Senior Billing Technician

City of Hinesville
07.1998 - 07.1999
  • Resolved customer service or billing complaints
  • Managed a team of 5 employees within the water billing department
  • Responsible for the billing and interruption of 1800 accounts of all city residential and business utility accounts
  • Created reports by exporting data from the databases themselves and customizing them to fit the city's needs
  • Performed troubleshooting techniques for the network, hardware, and software issues for the city and was the sole contact for the software creator

Education

Visual Basic Programming -

Professional Career Development Institute
01.2000

Accounting/Business Management -

Santa Fe Community College
01.1989

Skills

  • Office and administration management
  • Customer engagement and relations
  • Software troubleshooting and support
  • Product knowledge and training
  • Account management strategies
  • Effective communication skills
  • Problem solving techniques
  • Adaptability to change
  • Attention to detail
  • Microsoft Office proficiency
  • Deadline management
  • Quality assurance
  • Productivity enhancement
  • Self-starter mentality
  • Written and verbal communication skills

Affiliations

  • Salvation Army, Gainesville, FL
  • Future Business Leaders of America, 1988
  • National Honor Society, 1988

Languages

English
Professional
Spanish
Elementary

Timeline

Product Expert

Turbo Tax
03.2024 - 04.2024

Account Supervisor

SMX Staffing
08.2014 - 08.2016

Maintenance - temp

Staples Distribution
10.2012 - 02.2013

Tax Accountant

Jackson Hewitt Tax Service
01.2008 - 04.2008

Area Office Mgr & Tax Instructor

Jackson Hewitt Tax Service
12.2004 - 03.2006

Executive Administrative Assistant

PMI Mortgage Insurance, Inc.
05.2002 - 03.2003

Customer Technical Support

High Mobility Solutions, Inc.
07.1999 - 02.2001

Senior Billing Technician

City of Hinesville
07.1998 - 07.1999

Visual Basic Programming -

Professional Career Development Institute

Accounting/Business Management -

Santa Fe Community College

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