Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
ADDITIONAL INFORMATION
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SHANIKA ROBINSON

Lithonia,USA

Summary

Dedicated remote customer service professional with extensive experience in service delivery and a strong ability to manage high-volume customer interactions. Proven multitasking skills and a commitment to fostering professional relationships that enhance profitability and drive business results. Expertise in effective communication and issue resolution, complemented by a solid background in supporting children with mental disabilities. Consistent track record of maintaining high levels of customer satisfaction while promoting teamwork and collaboration within diverse environments.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Remote Tax Professional

Ideal Tax LLC
12.2024 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Paid attention to detail while completing assignments.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Completed and filed returns with tax departments at local, state, and federal levels.
  • Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
  • Consulted with clients to assess and mitigate future tax liabilities and determine eligibility for tax abatement.
  • Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.

Remote Dispatch Representative

Professional Helping Hands
01.2018 - Current
  • Provided primary remote customer support to internal and external customers
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Collected and analyzed customer information to prepare product or service reports
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

Remote Call Center Agent

Apple
04.2020 - 12.2022
  • Utilized Nexus Lexis for proper card verification
  • Handled problem recognition, research, isolation, and resolution steps
  • Troubleshooted issues with remote deposit and check scanning solutions
  • Installed and troubleshot software or hardware
  • Provided support via Remote Desktop, with knowledge of firewalls and drivers
  • Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
  • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.

Receptionist

Rhea's Personal Care Home
03.2011 - 01.2018
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Responded to inquiries from callers seeking information.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Maintained confidentiality of information regarding clients and company.

Education

High School Diploma -

Butler High School
Augusta, GA
05.2009

Skills

  • Experienced with Microsoft Office Suite
  • Remote customer support
  • Tax credit analysis
  • Efficient typing
  • Telecommunications support
  • Customer interaction
  • Transaction management
  • Aegis CRM proficiency
  • Courteous phone handling

Certification

  • PTIN License Ideal Tax LLC - 2024

Languages

English
Full Professional

Timeline

Remote Tax Professional

Ideal Tax LLC
12.2024 - Current

Remote Call Center Agent

Apple
04.2020 - 12.2022

Remote Dispatch Representative

Professional Helping Hands
01.2018 - Current

Receptionist

Rhea's Personal Care Home
03.2011 - 01.2018

High School Diploma -

Butler High School

ADDITIONAL INFORMATION

  • Work From Home Professional Jan 2018 - Present
  • Foster Mom, Provides care for a mentally disabled child June 2022 - Present

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