Summary
Overview
Work History
Education
Skills
Timeline
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Tera Smith

Benton,KY

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

AmerisourceBergen
Naperville, IL
11.2010 - Current
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Educated customers on special pricing opportunities and company offerings.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Made outbound calls to obtain account information.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Maintained up-to-date knowledge of company policies and procedures.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Tax Preparer

Jackson Hewitt
Calvert City, KY
11.2009 - 04.2012
  • Supplied detailed tax documentation needed to submit accurate corporate and individual returns.
  • Responded to state and federal tax notices by preparing written responses or tax return amendments.
  • Advised clients to comply with IRS regulations and meet state and federal tax obligations.
  • Informed clients of potentially beneficial products and services, resulting in additional business opportunities.
  • Communicated with federal and state tax agencies to obtain best resolution for clients.
  • Produced US and state income, gift tax and estate tax returns for individuals.
  • Assisted clients in responding to IRS notices of deficiency or audit findings.
  • Organized paperwork for efficient review by senior staff members.
  • Researched federal, state, and local laws to ensure compliance with regulations.
  • Filed electronically through approved software programs.
  • Reviewed prior year's returns for accuracy and completeness before submitting them.
  • Maintained accurate records of all client transactions and filings.

Education

Business Administration And Management

West Kentucky Community And Technical College
Paducah, KY
05-1996

Skills

  • Customer Service
  • Computer Proficiency
  • Follow-up skills
  • Researching
  • Complaint Handling
  • Report Preparation
  • Problem-solving abilities

Timeline

Customer Service Representative

AmerisourceBergen
11.2010 - Current

Tax Preparer

Jackson Hewitt
11.2009 - 04.2012

Business Administration And Management

West Kentucky Community And Technical College

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Tera Smith