Tax Preparer resume example

• Providing excellent service and assisting customers in their succeeding financial goals.
• Worked as Credit Cards Team Coordinator and monitored calls for Credit Card, Cards Promo Team and Retention team
status.
• Resolving High Profile customer's queries through Email and handling escalation calls.
• Auditing and Monitoring service levels of calls call volumes and schedules.
• Established higher call center standards by redesigning employee performance score cards to capture essential qualities
of high-level customer service and identifying new opportunities for efficiencies.
• Strengthened service development program by integrating strong mentoring and coaching the officers.
• Performed monthly reviews with the quality team for development of monitoring the calls.
• Worked with training team and Business team to analyze Identify new opportunities for efficiencies using experience on
prior campaign or program outcomes.
• Responsible for Cards Credit Card Team generating and maintaining of call monitoring reports and analysis.
• Designing presentations and training the quality team on how to monitor the calls.
• Answer business operations questions from all levels of management & make recommendations to improve service.
• Partnered with other departments such as Marketing, Retention and Training Teams to ensure best services.
• Preparation of schedules (shift timings) for the Quality Cards team.
• Reporting/Analyzing MIS of team on a daily/weekly & monthly basis.
• Preparation of Roaster (Shift Timings) & Reports of Credit Card Quality team.

• •Schedule and coordinate meetings, appointments and travel arrangements for the team and maintain office supplies for department
• Strong computer & data entry skills (Working knowledge of MS office applications)
• Monitored and directed incoming mail and prepared outgoing mail.
• Prepared detailed documents and reports in adherence to company processes.
• Providing general administrative and clerical support including mailing, scanning, faxing and copying to management.
• Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
• Worked closely with others to ensure timely invoicing and accounts receivables.