Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hi, I’m
Sharccara McNair
McDonough,GA
Summary
Overview
15
years of professional experience
Work History
Excellent Tax ProsHattiesburg, MS
Office Manager
01.2017 - Current
Job overview
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed office operations while scheduling appointments for department managers.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Coordinated special projects and managed schedules.
- Evaluated employee records and productivity to complete employee evaluations.
- Developed standard operating procedures for all administrative employees.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Arranged corporate and office conferences for company employees and guests.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Maintained CRM database with customer updates and report generation.
- Oversaw quality control and productivity rates to increase revenue and production times.
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.
- Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders.
- Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management.
- Managed over 1,100 Client Accounts
- Increased Sales by 70%
Sharron’s Refund Ready Hattiesburg , MS
Tax Preparer
01.2009 - 12.2016
Job overview
- Completed and filed returns with tax departments at local, state and federal levels.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Prepared tax returns, extensions, tax planning calculations and write-ups for organizations and entities.
- Offered clients recommendations to reduce tax liabilities.
- Consulted with clients to assess and mitigate future tax liabilities and determine eligibility for tax abatement.
- Interviewed clients to collect information and gather necessary paperwork prior to preparing tax returns.
- Prepared written responses or tax return amendments to resolve state and federal notices.
- Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
- Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.
- Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities.
- Facilitated communication between clients and tax authorities.
- Prepared tax returns for clients in several industries according to government regulations and requirements.
- Facilitated integration of modern tax software with client accounting software.
- Provided information about available products and services to clients, resulting in increased business opportunities.
- Prepared US, multistate and international tax returns for business clients.
- Oversaw team of 3 tax professionals handling up to 700 clients per year.
- Utilized tax software to prepare returns and meet deadlines
- Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation
- Identified potential audit red flags to minimize risk of IRS audits
- Offered clients recommendations to reduce tax liabilities
- Calculated estimated tax payments for clients
- Prepared written responses or tax return amendments to resolve state and federal notices
- Facilitated integration of modern tax software with client accounting software
- Analyzed financial records to verify accuracy of tax returns
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions
- Responded to inquiries from IRS and other tax authorities
- Collaborated with clients to answer questions and provide advice on tax matters
National Cash AdvanceHattiesburg , MS
Customer Service Representative
04.2014 - 12.2014
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Sought ways to improve processes and services provided.
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Updated account information to maintain customer records.
- Trained staff on operating procedures and company services.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Provided primary customer support to internal and external customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Answered constant flow of customer calls with minimal wait times.
- Increased efficiency and team productivity by promoting operational best practices.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Promoted available products and services to customers during service, account management, and order calls.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed over 1000 clients
- Increased Sales by 70%
General DynamicsHattiesburg, MS
Customer Service Representative
08.2013 - 01.2014
Job overview
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Developed tailored health insurance plans to meet individualized client needs.
- Developed and maintained client databases to track customer service interactions and evaluate service quality.
- Monitored customer feedback and identified areas of improvement.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Educated clients about health insurance coverage options, benefits and costs.
- Conducted research and identified market trends to develop better strategies for sales.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Analyzed customer needs to provide customized insurance solutions.
- Educated clients on insurance policies and procedures.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Provided comprehensive customer service to drive client satisfaction.
- Managed over 50 customer calls per day
PLS Loan StoreHattiesburg , MS
Customer Service Representative
07.2008 - 12.2009
Job overview
- Provided outstanding customer service to ensure repeat business
- Promoted products and services to current and potential customers
- Ensured all transactions are completed in compliance with federal, state, and local regulations
- Followed company policies and procedures
- Maintained balanced cash drawer
- Completed all transactions accurately, including cash handling
- Used multiple computer applications to access information and process transactions
- Resolved customer complaints or referring complaints to Store Manager for resolution
- Maintained safe, organized, and clean environment
- Performed other duties as instructed by management
- Handled customer inquiries and suggestions courteously and professionally.
- Engaged with customers to build rapport and loyalty.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Increased sales by 10%
Education
Louisiana State University At ShreveportShreveport, LA
Bachelor of Science from Human Resources Management
05.2024
University Overview
University of Southern MississippiHattiesburg, MS
Bachelor of Science from Business Management, Marketing, Business Admin
University Overview
- Dean's List Summer 2010
Mississippi Gulf Coast Community CollegeGulfport , MS
Associate of Applied Science from Occupational Education
05.2009
University Overview
Harrison Central High SchoolGulfport, MS
High School Diploma
05.2004
University Overview
Skills
- Executive Management
- Small business development
- Microsoft Office
- Leadership/communication skills
- Microsoft Windows
- Business operations organization
- Client account management
- Human Resources
- Filing/Editing
- Customer-oriented
- Typing (60 wpm)
- Office Procedures
- Innovative
- Telephone Skills
- New hire orientation
- Training and development
- Business Math
- Business English
- Project planning
- Policy and Procedure Modification
- Team Leadership
- Training and Development
- Documentation expertise
- Presentation design
- Credit and collections
- Technical Support
- Performance improvement
- Administrative support
- Organizational skills
- Office administration
- Account Reconciliation
- Staff Management
- Project Management
- Clear oral/written communication
- Clerical support
- Excellent multi-tasking ability
- Office management
- Database administration
- Travel coordination
- Mail handling
- Scheduling
- Policy and procedure modification
Core Accomplishments
Core Accomplishments
● Developed ability to work in a faced-paced atmosphere
● Maintained excellent customer relations and developed customer rapport
● Diplomatically calculated and made daily deposits of up to $20,000
● Ability to follow instructions well and make decisions with no supervision
● Motivated and supervised 3 employees on daily basis
● Maintained all record keeping procedures without error
● Delegated responsibilities to employees to meet company's expectations
● Effectively developed telephone communication skills and consistently met quotas
Timeline
Office Manager
Excellent Tax Pros
01.2017 - Current
Customer Service Representative
National Cash Advance
04.2014 - 12.2014
Customer Service Representative
General Dynamics
08.2013 - 01.2014
Tax Preparer
Sharron’s Refund Ready
01.2009 - 12.2016
Customer Service Representative
PLS Loan Store
07.2008 - 12.2009
Louisiana State University At Shreveport
Bachelor of Science from Human Resources Management
University of Southern Mississippi
Bachelor of Science from Business Management, Marketing, Business Admin
Mississippi Gulf Coast Community College
Associate of Applied Science from Occupational Education
Harrison Central High School
High School Diploma
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