TIMOTHY HENDERSON

Assisted in-bound callers and chat messengers with inquiries regarding the tax preparation software and the online tax preparation platform, pricing of the various software and online tax preparation products, researching the federal and state tax return status, locating tax forms within the software and online versions of the tax preparation products, and troubleshooting issues regarding the tax preparation software. Delivered quality customer support by phone and chat through effective communication and problem-solving techniques.

• Assisted in-bound callers in a financial institution with their loan and credit card accounts. Explained to customers the terms regarding their existing loan or credit card account and also advised new applicants the status of their loan or credit card application. Obtained payment information for callers making a payment to their account. Updated information on the customer’s account such as the mailing address, phone number, and email address when applicable. Handled customer’s concerns in an effective and timely manner.

• Assisted customers with making new airline and hotel reservations. Also assisted customers requesting to utilize a credit towards a new itinerary and assisting customers seeking to modify or cancel an existing itinerary. Confirmed special requests for travelers such as wheelchair assistance.

• Provided assistance to in-bound callers inquiring on booking travel itineraries consisting of airline tickets, train reservations, hotel reservations, and car rentals. Navigated through the computer system to present schedules and pricing options to customers. Interpreted airline ticket rules for customers making changes to existing tickets. Implemented the required government rules and company policy into each call. Handled call volume in an effective and timely manner.