Shanna Levine-Phelps
Livingston,NJ
Summary
Proven specialist in payroll and tax services with a track record of enhancing service delivery and client satisfaction at Burns, Draeger & Humphries LLC. Leveraged strong work ethic and problem-solving skills to streamline processes, achieving a notable increase in efficiency. Excelled in teamwork and collaboration, fostering strong client relationships and ensuring high-quality financial service delivery. Hardworking employee enthusiastic about learning any field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities. Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
29
29
years of professional experience
Work History
Payroll and Tax Services Specialist
Burns, Draeger & Humphries LLC
09.2005 - Current
- Manage payroll processing and compliance for multiple clients, utilizing Thomson Reuters Accounting CS and QuickBooks.
- Prepare, process, and file tax returns using UltraTax and state/federal government platforms.
- Maintain digital records and organize tax documents using File Cabinet software.
- Handle direct client communications, providing support for payroll, tax filings, and general bookkeeping inquiries.
- Collaborate with internal teams to ensure accurate and timely delivery of financial services
- Utilize Microsoft Outlook, Word, and Excel to prepare reports and manage correspondence.
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Trained new team members, sharing best practices and ensuring consistent service standards across the department.
- Streamlined service processes for increased efficiency and improved customer experiences.
- Developed strong relationships with clients, fostering trust and loyalty through exceptional service delivery.
- Provided expert guidance in troubleshooting complex issues, leveraging extensive industry knowledge to resolve problems quickly and efficiently.
- Maintained detailed records of all client interactions, ensuring accurate documentation for billing and tracking purposes.
Corporate Sales Executive
Barnes & Noble.com
09.1999 - 09.2005
- Conducted market research to identify customer needs and preferences.
- Implemented effective time management strategies, prioritizing tasks according to urgency and importance for maximum productivity.
- Collaborated with cross-functional teams to develop innovative solutions for customers'' needs, resulting in increased satisfaction and loyalty.
- Achieved consistent sales growth by maintaining a high level of product knowledge and staying informed on industry trends.
Server
Outback Steakhouse
06.1998 - 08.1999
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
Server
Applebee's
06.1997 - 06.1998
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Customer Service Representative
Phoenix Insurance
06.1995 - 06.1997
- 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.
Education
Bachelor of Arts - Communications, Theater Arts, English
Rutgers University School of Communications
New Brunswick, NJ05.1999
Skills
- Customer Support
- Workflow Management
- Sales Support
- Service Delivery Optimization
- Strong Work Ethic
- Customer Service
- Attention to Detail
- Listening Skills
- Multitasking and Organization
- Excellent Communication
- Computer Skills
- Handling Customer Complaints
- Data Entry
- Documentation And Reporting
- Records Management
- Clerical Support
- Willing to Learn
- Problem-Solving
- Teamwork and Collaboration
- Time Management
- Multitasking Abilities
- Reliability
- Professionalism
- Interpersonal Communication
Founded and runs a successful local community theater in Morristown, NJ
Founder & CFO of Pioneer Productions Company in Morristown, NJ 2003 - present. Founded and successfully operates a community theater company for 21 years, producing 25 diverse productions including plays, musicals, benefit concerts and new play readings. Manage all aspects of the company's operations, including finances, productions, directing, stage management, and performing. Lead and coordinate teams of 10-20 actors and crew members for specific productions. Oversaw steady growth in both audience size and revenue, contributing to the company's sustained success.
Timeline
Payroll and Tax Services Specialist
Burns, Draeger & Humphries LLC
09.2005 - Current
Corporate Sales Executive
Barnes & Noble.com
09.1999 - 09.2005
Server
Outback Steakhouse
06.1998 - 08.1999
Server
Applebee's
06.1997 - 06.1998
Customer Service Representative
Phoenix Insurance
06.1995 - 06.1997
Bachelor of Arts - Communications, Theater Arts, English
Rutgers University School of Communications
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