Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shanice Douglas

San Antonio,TX

Summary

Dynamic professional with a proven track record at Wells Fargo, excelling in customer service and problem-solving. Leveraged tax expertise to maximize client refunds and enhance satisfaction. Recognized for driving sales growth through effective networking and relationship-building, consistently exceeding performance metrics while managing multiple priorities in fast-paced environments.

Overview

17
17
years of professional experience

Work History

Associate Customer Service Representative

Wells Fargo
10.2024 - Current
  • Authenticating customers
  • Balance transfers
  • Cash advances
  • Check by phones
  • Credit card increases
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Fraud detection
  • Lost and stolen credit cards
  • Managed high volume of incoming calls, maintaining composure under pressure and providing accurate information to customers.
  • Opening and closing credit card accounts
  • Online banking navigation
  • Payment reversals
  • Read scripts verbatim
  • Replacement cards
  • Researching payments
  • Switching and navigating multiple screens and navigating calls
  • Verifying addresses and personal information

Professional Tax Preparer

Tax Act
12.2009 - 04.2024
  • Ensured error-free calculations by conducting rigorous reviews before submitting completed forms.
  • Enhanced client satisfaction by providing personalized tax preparation services and addressing their specific financial needs.
  • Provided year-round support on tax planning and strategy to help clients optimize their financial decisions.
  • Implemented efficient record-keeping systems that improved accuracy and accessibility of clients'' financial information during the tax preparation process.

National Sales and Marketing Manager

Designer Luxuries & Company
02.2019 - 12.2023
  • Drove digital transformation initiatives within the company, leading to increased online visibility and e-commerce sales growth.
  • Implemented an incentive program for top performers, motivating individuals to reach their full potential and contribute to the company's overall success.
  • Optimized marketing budgets by reallocating resources to high-impact channels based on data-driven insights.
  • Created budget-friendly marketing campaign resulting in increased brand awareness and 98% sales expansion.
  • Increased national sales by implementing targeted marketing strategies and building strong client relationships.
  • Empowered regional managers with data-driven tools that allowed them to make more informed decisions regarding their local markets.
  • Conducted market research and competitive analyses to identify opportunities for expansion into new territories.
  • Built relationships with customers and community to establish long-term business growth.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Managed sales promotions and marketing strategies on major social media sites.
  • Cultivated a culture of continuous improvement by encouraging open feedback, resulting in ongoing enhancements to sales and marketing processes.
  • Led a high-performing sales team, consistently exceeding quarterly targets through effective coaching and performance management.
  • Established a strong brand presence at industry events through engaging exhibits, presentations, and networking activities.

Professional Tax Preparer

Sister2Sister Tax & Accounting Services (Remote)
11.2017 - 03.2023
  • Maximized client refunds with diligent identification of applicable deductions and credits.
  • Expanded business clientele through positive word-of-mouth referrals from satisfied customers.
  • Managed multiple deadlines effectively to ensure timely submission of all client tax returns.
  • Assisted clients in resolving IRS notices and audits by providing expert advice and timely communication.
  • Reduced client audit risk by thorough verification of income, deductions, and credits on tax returns.
  • Developed customized strategies for high net worth individuals to optimize their tax liabilities while maintaining full compliance with regulations.
  • Kept clients informed about potential changes in legislation or regulations affecting their taxes including new allowable deductions or credits.

Customer Service Representative

Americall Group Inc Americall Telecommunications
03.2008 - 12.2009
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Education

Business Administration And Management

Penn High School
Mishawaka, IN

Skills

  • Customer relations
  • Customer service support
  • Inventory management
  • Networking
  • Multitasking and organization
  • Problem-solving
  • Tax laws, regulations, and standards
  • Teamwork
  • Time management

Timeline

Associate Customer Service Representative

Wells Fargo
10.2024 - Current

National Sales and Marketing Manager

Designer Luxuries & Company
02.2019 - 12.2023

Professional Tax Preparer

Sister2Sister Tax & Accounting Services (Remote)
11.2017 - 03.2023

Professional Tax Preparer

Tax Act
12.2009 - 04.2024

Customer Service Representative

Americall Group Inc Americall Telecommunications
03.2008 - 12.2009

Business Administration And Management

Penn High School

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Shanice Douglas