Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHELBY COLLINS

Birmingham

Summary

Experienced administrative professional prepared for this role with strong background in office management, scheduling, and communication. Skilled in handling multiple tasks efficiently, ensuring smooth operations, and supporting executive teams. Team collaboration and adaptability to changing needs drive consistent achievement of organizational goals. Known for reliability and fostering positive work environment.

Overview

10
10
years of professional experience

Work History

Tax Preparer

SmarTaxx
12.2024 - Current
  • Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
  • Analyzed financial records to verify accuracy of tax returns.
  • Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
  • Increased client satisfaction by providing accurate and timely tax preparation services.
  • Assessed client tax situations to determine best filing options.
  • Completed and filed returns with tax departments at local, state, and federal levels.
  • Built strong rapport with clients through clear communication and regular updates on the status of their tax filings.
  • Communicated with clients regarding tax situations, providing guidance on financial decisions.
  • Maintained compliance by adhering to current tax laws and regulations.
  • Educated clients on tax planning strategies, helping them save money in future years.

Out bound Customer Service Representative

SmarTaxx
12.2020 - Current
  • Participated actively in team meetings, contributing valuable insights into ways of enhancing customer service delivery.
  • Delivered constructive suggestions to supervisor for improving outbound sales development processes.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
  • Followed-up on leads produced by outbound marketing campaigns based on established criteria.
  • Met established attendance expectations and team revenue goals to achieve company objectives.
  • Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
  • Scheduled introductions and meetings for sales and assigned leads to encourage timely follow-up.

Customer Service Support Specialist

PNC Bank
08.2022 - 12.2024
  • Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
  • Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
  • Contributed toward exceeding monthly targets consistently through diligent work ethic and commitment to results-oriented support strategies.
  • Maintained up-to-date knowledge of company policies, procedures, and promotions to provide accurate information to customers.
  • Managed multiple communication channels simultaneously, including phone, email, and live chat support systems.
  • Collaborated with team members to ensure consistent quality in customer interactions.
  • Developed comprehensive knowledge of products and services to better assist customers.
  • Assisted in the development of training materials to improve overall team performance in handling customer inquiries.
  • Streamlined support processes for improved efficiency and reduced response times.

Electronic Bank Specialist

Regions Bank
06.2021 - 05.2022
  • Performs a variety of daily tasks relating to wires and other functions associated with the Department; review reports, prepares correspondence, and reconciliation
  • Types, transmits, and receives wire transfer request and can perform work at a high level of volume without sacrificing quality
  • Responds to bank personnel to ensure that escalated customer inquiries and issues are researched and addressed accurately and in a timely manner
  • Maintains an understanding of the Federal Regulations that govern Wire Transfer transactions to minimize/eliminate potential loss to the Bank

Research Coordinator

UAB Medicine
05.2017 - 05.2022
  • Prepared documents, reports, and presentations detailing results and conclusions.
  • Reviewed literature extensively to stay informed about industry trends and advancements in related fields of study.
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality results.
  • Increased research efficiency by streamlining data collection and management processes.
  • Organized regular training sessions for team members on various topics such as statistical software usage or research ethics protocols.
  • Improved participant recruitment strategies, leading to a higher number of qualified candidates for studies.
  • Maintained strict adherence to ethical guidelines in all aspects of research coordination, ensuring study integrity and compliance with regulations.
  • Presented findings at conferences or workshops, showcasing accomplishments while also promoting future collaborations within the field.
  • Coordinated with cross-functional teams to align project goals and share valuable insights.

Administrative Assistant/Facilities Manager

City of Birmingham Mayor's Office/ Negro Southern League Museum
07.2015 - 05.2017
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.

Education

High School Diploma -

Huntingdon College
Montgomery, AL
12-2025

Skills

  • Organization skills
  • Document preparation
  • Income tax preparation
  • Local, state, and federal tax returns
  • Relationship building
  • Client communication
  • Data gathering
  • Data inputting
  • Verbal/written communication
  • Records management
  • Staff development
  • Legal research

Timeline

Tax Preparer

SmarTaxx
12.2024 - Current

Customer Service Support Specialist

PNC Bank
08.2022 - 12.2024

Electronic Bank Specialist

Regions Bank
06.2021 - 05.2022

Out bound Customer Service Representative

SmarTaxx
12.2020 - Current

Research Coordinator

UAB Medicine
05.2017 - 05.2022

Administrative Assistant/Facilities Manager

City of Birmingham Mayor's Office/ Negro Southern League Museum
07.2015 - 05.2017

High School Diploma -

Huntingdon College

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SHELBY COLLINS