Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Zakiara Futrell

Greenville,NC

Summary

Proven expert in tax compliance and customer service, I enhanced efficiency and client satisfaction at Northampton County by streamlining tax processes and fostering strong relationships. My commitment to continuing education and ability to maintain confidentiality underpin my achievements in resolving complex issues, demonstrating a blend of technical proficiency and interpersonal skills.

Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Tax Assistant

Northampton County
09.2023 - Current
  • Assisted with IRS audits, gathering necessary documentation and successfully resolving issues on behalf of clients.
  • Collaborated with team members to complete complex tax returns accurately and efficiently.
  • Conducted thorough research on tax laws to ensure clients received the most up-to-date information and strategies.
  • Prepared multi-state income tax returns for both individuals and businesses, utilizing deep understanding of various jurisdictional regulations.
  • Safeguarded client confidentiality while handling sensitive financial information during the preparation process.
  • Advised clients on appropriate record-keeping practices to ensure compliance with IRS requirements throughout the year.
  • Managed multiple projects concurrently while maintaining strict deadlines for filing tax returns or extensions.
  • Streamlined tax processes for improved efficiency, reducing errors and increasing overall productivity.
  • Handled all communications between clients and taxing authorities when required; acting as a liaison during disputes or negotiations.
  • Participated in continuous professional development opportunities to stay current on tax laws and industry best practices.
  • Maintained strong client relationships by providing personalized support, addressing concerns promptly and professionally.

Income Maintenance Caseworker

Hertford County Department of Social Services
02.2021 - 09.2023
  • Enhanced client satisfaction by providing timely and accurate information regarding benefits eligibility and program requirements.
  • Operated computer and imaging equipment to retrieve and enter data into electronic case records.
  • Expedited resolution of client concerns by addressing questions promptly or escalating issues to supervisors as needed.
  • Gathered information via telephone, mail, or in person from clients applying for assistance.
  • Provided compassionate support to clients facing challenging life circumstances while helping them navigate the income maintenance system.
  • Managed a large caseload of diverse clients, prioritizing tasks effectively to meet deadlines and maintain organized case files.
  • Supported agency goals by participating in community outreach events, promoting income maintenance programs, and providing information on available services.
  • Assisted clients with completing complex forms and applications, ensuring accuracy and completeness of required information.
  • Determined if applicants met eligibility for public assistance programs.
  • Increased staff collaboration by participating in team meetings, sharing best practices, and supporting colleagues with challenging cases.
  • Made referrals to appropriate services.
  • Maintained up-to-date knowledge of federal, state, and local regulations governing income maintenance programs to ensure compliance.
  • Assisted clients with completion of applications and paperwork.
  • Interviewed applicants and explained scope of different available benefits.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Scheduled appointments with applicants to gather information and explain benefits processes.
  • Communicated with people from various cultures and backgrounds on application process.

Customer Service Manager

Foodlion
01.2019 - 06.2021
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.

Education

Associate Of Applied Science - Health And Human Services

Roanoke Chowan Community College
Ahoskie, NC

Skills

  • Sales and Use Tax Expertise
  • Tax Compliance Expertise
  • Continuing Education Commitment
  • Payroll Processing Experience
  • Customer Service
  • HIPAA knowledge
  • Customer service experience
  • HIPAA Compliance
  • Verbal and written communication
  • Verbal Communication
  • Relationship Building
  • Maintains confidentiality
  • Schedule Management

Certification

NC FAST CERTIFIED

Timeline

Tax Assistant

Northampton County
09.2023 - Current

Income Maintenance Caseworker

Hertford County Department of Social Services
02.2021 - 09.2023

Customer Service Manager

Foodlion
01.2019 - 06.2021

Associate Of Applied Science - Health And Human Services

Roanoke Chowan Community College

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Zakiara Futrell