Yashica Johnston
Charlotte,NC
Summary
Personable and dedicated Customer Service Representative with extensive experience in tax management and customer service. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain client satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Audit Technician
Tax Management Associates
Charlotte, NC
05.2018 - Current
- Manage the end-to-end corporate tax preparation process for a diverse client portfolio.
- Engage directly with clients to gather necessary information and address inquiries related to tax filings.
- Utilize expertise in AS400, NCPTS, county vpns, and websites to ensure accurate and compliant tax returns.
- Assist in the preparation of audit reports based on findings from data analysis.
- Collaborate with auditors to provide support during external audits.
- Develop detailed audit plans by gathering relevant information from various sources.
- Interacted with clients to request information and relay to audit team.
- Post financial data in Excel spreadsheets and manage inventory.
- Support efficient accounting operations with high-quality administrative support.
- Research and implement best practices to improve audit results.
- Liaise with auditors to complete annual audits and maintain compliance with local, state and federal requirements.
- Minimize internal accounting department backlogs by updating accounts and generating reports.
- Participate in meetings with management personnel to discuss audit objectives and results.
- Train and supervise team members to enhance audit department performance and increase operational efficiency.
- Perform analytical review of financial statements, ledgers and other documents to identify discrepancies and errors.
Escalation Specialist
Lyft HQ
Work From Home, NC
09.2020 - 11.2022
- Researched, analyzed, and resolved complex customer inquiries.
- Utilized various software tools such as Zendesk and LiveChat to manage conversations with customers.
- Resolved over 60 tickets per day to keep queue clear and response times handled more efficiently.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Investigated customer complaints and identified root cause of the issue.
- Provided technical support to customers with escalated issues.
- Monitored ongoing escalations for resolution progress.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
LMS Administrator
Blackboard
Work From Home, NC
01.2015 - 09.2020
- Created and maintained user accounts in the Learning Management System for new users.
- Developed training materials, including tutorials and documentation, to support users of the LMS.
- Assisted with troubleshooting issues related to the use of the LMS platform.
- Provided technical support for instructors using the LMS system.
- Monitored usage statistics, such as course completion rates and time spent in courses, to identify areas of improvement.
- Updated content on the LMS platform based on feedback from instructors or students.
- Conducted periodic reviews of existing courses and content on the LMS platform.
- Performed regular maintenance tasks to ensure the smooth functioning of the LMS system.
Education
Business Administration
Cape Fear Community College
Wilmington, NCSkills
- Complaint Handling
- Reporting and documentation
- Database Maintenance
- Zendesk Expertise
- AS400
- NCPTS
- MS Office proficient
- 15 Yrs Office Administration
- Data Entry
- Conflict mediation and resolution
- Quality Assurance
- Detail-oriented approach
- Project Management
- Documentation And Reporting
- Teamwork and Collaboration
- Time Management Abilities
- Active Listening
- Excellent Communication
- Troubleshooting and Diagnosis
- Supervision and Leadership
- Analytical and Critical Thinking
- Spreadsheet Development and Tracking
- Customer Service Excellence
- Account Management
- Call Documentation
- Task Prioritization
- System Installation
- System Troubleshooting
- User Training
- Operations Monitoring
- Equipment Maintenance
- Hardware Installation
- Multitasking and Organization
Languages
English
Native/ Bilingual
Timeline
Escalation Specialist
Lyft HQ
09.2020 - 11.2022
Audit Technician
Tax Management Associates
05.2018 - Current
LMS Administrator
Blackboard
01.2015 - 09.2020
Business Administration
Cape Fear Community College
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