Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tara Sparks

Cincinnati

Summary

Results-oriented professional with expertise in project coordination and process improvement. Skilled at driving initiatives to streamline operations and enhance productivity. Demonstrated ability to foster teamwork and adapt to evolving project needs, while maintaining a strong focus on achieving objectives.

Overview

25
25
years of professional experience

Work History

Project Coordinator

LSI Industries Inc.
02.2022 - Current
  • Project management for large scale warranty replacements and projects inclusive of other departments.
  • Quoting of drivers and entering driver sales orders based on tracking incoming shipments from manufacturers starting with, continuing throughout, and beyond the pandemic.
  • Researches & processes debits & deductions taken by customers working with accounting and procurement
  • Assists customers or sales representatives w/product selection, replacement parts, & troubleshooting
  • Tracks & publishes requested reports associated with sales, warranty, and trends
  • Vendor Setup & Issuance of Labor PO's to contractors
  • Monitor & Expedite shipping dates to ensure quick delivery to customer
  • Answer incoming calls for technical assistance
  • Provide technical assistance to Sales, Regional Managers, external sales representatives & Customer Service
  • Creation of streamlined processes/workflow to increase productivity for both field service and customer service departments, including requirements of other departments & upper management, standardizing throughout the company using ISO 9000 formatting.
  • Extensive phone contact w/various agencies/personnel (internal & external)
  • Creation & Management of ISO 9000 Field Service Process Binder
  • Warranty Account Management
  • Reduction of assigned KPI budget costs, lowering of warranty costs by more than triple with new processes
  • Creating/running Vendor credit programs followed up w/monthly credit claims to reduce costs
  • Training new hires as well as team members on processes
  • Assist other departments w/processes, reports, order history
  • Documenting calls/issues/emails w/resolutions in Zendesk ticketing system
  • Zendesk administration (Creating brands, views, macros, reports, dashboards, etc.)
  • Inform Customer Service of trends, potential problems & solutions found
  • Advise Customer Service on how to handle any calls that pertain to issues

Field Service Support

LSI Industries Inc.
07.2018 - 02.2022
  • Assist Field Service Technicians w/technical support for both internal & external customers
  • Processes Return Material Authorization (RMA) requests received via phone, fax, e-mail, etc. including issuing FedEx call tags for the customer
  • Assisting & supporting the Director of Field Service
  • Accurately enter product orders into computer system
  • Enter replacement & missing part orders
  • File management

Warranty Replacement Driver Coordinator (Temp wrkr)

LSI Industries Inc.
03.2018 - 07.2018
  • Accurately enter product orders into computer system
  • Processes Return Material Authorization (RMA) requests including issuing FedEx call tags for the customer

Technical Support Associate II

Convergys
03.2017 - 07.2017
  • Served Right Networks (online cloud hosting) clients at all levels
  • Assist customers with hardware, software, & connection issues as well as basic Intuit QuickBooks problems that occurred in the Right Networks environment
  • Remote support via Screen Connect
  • Worked with Tier 2 Right Networks support personnel, & the Billing department.
  • Provided live, on-demand technical support via telephone and/or remote login sessions for Right Networks
  • Awarded multiple Certificates of Appreciation and achieved high marks for customer satisfaction
  • Achieved 99% first call resolution (FCR) and top scores for average handle time (AHT) on multiple instances
  • Supported configuration, networking, and account mgt. including software licensing and role based access
  • Provided hardware support for printing, scanning, handheld bar code readers, displays, networks and mobile devices
  • Provided operating system, internet browser, remote desktop and office application software integration and support
  • Provided data backup and recovery
  • Gauged customer technical knowledge, skills and abilities, responsively adapting communication accordingly
  • Documented calls in Zendesk ticketing system

Customer and Technical Support Associate Tier II

Convergys
11.2015 - 03.2017
  • 2017 Beta Team for Intuit/QuickBooks finding bugs & defects
  • Logged and worked bugs in Jira
  • Assist customers with hardware, software, & billing issues, supervisor & office of the president calls
  • Remote support via Log Me In
  • Work with Intuit Tier 3 support to resolve customer issues
  • Resource for peers answering product & technical questions
  • Teach backs to peers when there is need or availability
  • Multi-tasking & changing gears quickly moving from resource to phones
  • Answer telephones, give information to callers, take messages, or transfer calls to appropriate individuals/departments
  • Provide services to customers, such as order placement or account information
  • Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, & recommend revisions
  • Utilized external/internal users of the client's technical products or services; identify, investigate, research & provide resolution to user questions & problems
  • Follow appropriate escalation path to resolve technical issues; Follow up outbound calls to customers or other parties as needed
  • Solved problems that are generally unstructured & require extensive use of conceptual thinking skills
  • Served as a resource to other support personnel
  • Ensured service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’).
  • Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products.
  • Log, prepare complete & accurate work including appropriately notating accounts as required in the call tracking database in Salesforce

Customer and Technical Support Tier I

Convergys
07.2015 - 11.2015
  • Served Intuit (online and desktop financial software) clients at all levels
  • Provided live, on-demand world-class technical support via telephone and/or remote login sessions for QuickBooks (QB) Enterprise Business Applications, QB Pro, QB
  • Premiere, QB Online and QB Payroll
  • Supported all aspects of bookkeeping functions, financial reporting, electronic file repair, configuration, networking, webmail integration, template customization, and account mgt. including software licensing and role based access
  • Provided hardware support for printing, scanning, handheld bar code readers, displays, networks and mobile devices that connects with software
  • Provided operating system, internet browser, remote desktop and office application software integration and support
  • Provided data backup and recovery support including electronic file repair
  • Configured Field Services Management for tracking inventory and billable time
  • Gauged customer technical knowledge, skills and abilities, responsively adapting communication accordingly
  • Documented calls in customer Salesforce applications

Remote Technical Support

Utherverse Digital Inc
09.2008 - 06.2015
  • Grew technical support volunteer program from 5 to 29 people in a years' time.
  • Manage volunteer team (I.E.: absences, hiring, firing, complaints, training, meetings).
  • Answers trouble support tickets and transfers to proper departments.
  • Supports, troubleshoots and perform quality assurance on updates to the program.
  • Supports and troubleshoot user connection issues as well as software support for both Windows and Mac computers for over 7 million registered userbase.
  • Works closely with client, web and art development teams.
  • Answer users in forums.
  • Operator on MiRc for our live support channel assisting users in troubleshooting and fixing their issues with connections for the program.
  • Help users in the program with their problems, as well as correcting problems within the program itself.
  • Fix user computer issues via TeamViewer.

Regional Manager

Instant Tax Service Franchise
12.2005 - 04.2011
  • Manage locations with 6+ employees.
  • Prepare client taxes
  • Proficient with all Schedules, specializing in Schedules C, F, J, & K
  • Senior Tax Preparer for main office and sent to other locations when needed.
  • Taught training classes for new franchise owners.
  • Collections on NSF and closed account checks throughout the year.
  • Use computers for various applications, such as database management or word processing.
  • Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
  • Create, maintain, and enter information into databases.
  • Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
  • Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
  • Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
  • Complete forms in accordance with company procedures.
  • Open, read, route, and distribute incoming mail or other materials and answer routine letters.
  • Conduct searches to find needed information, using such sources as the Internet.
  • Establish work procedures or schedules and keep track of the daily work of clerical staff.
  • Mail newsletters, promotional material, or other information.
  • Train and assist staff with computer usage.
  • Supervise other clerical staff and provide training and orientation to new staff.

Owner

Smith IT Financial
01.2000 - 12.2010
  • Small Business Payroll.
  • Compute taxes owed or overpaid, using adding machines or personal computers, and complete entries on forms, following tax form instructions and tax tables.
  • Use all appropriate adjustments, deductions, and credits to keep clients' taxes to a minimum.
  • Interview clients to obtain additional information on taxable income and deductible expenses and allowances.
  • Review financial records such as income statements and documentation of expenditures to determine forms needed to prepare tax returns.
  • Consult tax law handbooks or bulletins to determine procedures for preparation of atypical returns.
  • Calculate form preparation fees according to return complexity and processing time required.
  • Check data input or verify totals on forms prepared by others to detect errors in arithmetic, data entry, or procedures.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Perform personal bookkeeping services.

Manager

Quik Tax
01.2000 - 04.2005
  • Secretary to owner & District Manager.
  • Taught training classes at main office.
  • Permits & Invoicing for all locations each year.
  • Collections on NSF and closed account checks throughout the year.
  • Prepare or assist in preparing simple to complex tax returns for individuals or small businesses.
  • Use all appropriate adjustments, deductions, and credits to keep clients' taxes to a minimum.
  • Interview clients to obtain additional information on taxable income and deductible expenses and allowances.
  • Review financial records such as income statements and documentation of expenditures to determine forms needed to prepare tax returns.
  • Furnish taxpayers with sufficient information and advice to ensure correct tax form completion.
  • Consult tax law handbooks or bulletins to determine procedures for preparation of atypical returns.
  • Plan and prepare advertising and promotional material to increase sales of products or services, working with customers, company officials, sales departments and advertising agencies.
  • Gather and organize information to plan advertising campaigns.
  • Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll for 11 locations.
  • Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
  • Create, maintain, and enter information into databases.
  • Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
  • Complete forms in accordance with company procedures.
  • Maintain scheduling and event calendars.
  • Schedule and confirm appointments for clients, customers, or supervisors.
  • Make copies of correspondence or other printed material.
  • Locate and attach appropriate files to incoming correspondence requiring replies.
  • Calculate and prepare checks for utilities, taxes, and other payments.

Education

Associate of Arts (A.A.) - Database Development

University of Phoenix
01.2012

Skills

  • Analytical problem-solving
  • Effective project coordination
  • Prioritization and scheduling
  • Meticulous attention to detail
  • Cross-functional team coordination
  • Logical evaluation skills
  • Effective scheduling techniques

Timeline

Project Coordinator

LSI Industries Inc.
02.2022 - Current

Field Service Support

LSI Industries Inc.
07.2018 - 02.2022

Warranty Replacement Driver Coordinator (Temp wrkr)

LSI Industries Inc.
03.2018 - 07.2018

Technical Support Associate II

Convergys
03.2017 - 07.2017

Customer and Technical Support Associate Tier II

Convergys
11.2015 - 03.2017

Customer and Technical Support Tier I

Convergys
07.2015 - 11.2015

Remote Technical Support

Utherverse Digital Inc
09.2008 - 06.2015

Regional Manager

Instant Tax Service Franchise
12.2005 - 04.2011

Owner

Smith IT Financial
01.2000 - 12.2010

Manager

Quik Tax
01.2000 - 04.2005

Associate of Arts (A.A.) - Database Development

University of Phoenix

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