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
San Antonio
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
South Bend, IN
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
San Antonio, TX
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)
San Antonio, TX
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
South Bend, IN
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, INSkills
- 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