Customer Service Representative - Optima Tax Relief
(2019-07 - 2020-03)
- Handled overflow of calls
- Maintain consistent workflow and high level of customer service
- Responded to clients' questions while adhering to company policies and procedures
- Perform other tasks as assigned by direct manager
VErification specalist - Optima Tax Relief
(2020-03 - 2020-09)
- Performed inbound & outbound Verification Welcome Calls to our existing client base
- Used phone system to transfer calls to correct departments
RESOULTION SUPPORT REPRESENTATIVE - Optima Tax Relief
(2020-09 - 2021-06)
- Used time management skills to prioritize daily workload and calls received
- Act as a liaison between client and the Case Manager or the Tax Preparer assigned
- Collect on outstanding document requests required to properly service a client's case
- Provide outstanding customer service through first call resolution
ACS CASE MANAGER 1 – 3 - Optima Tax Relief
(2021-06 - 2021-09)
- Serve as the main point of contact for the client once they are with a resolution service
- Educate the client on key and relevant tax issues/concept as it pertains to the client's case
- Go over the financial analysis prepared by the tax professional (income, expenses and assets)
- Assist in screening, verifying, and gathering required documentation for service
RO CASE MANAGER - Optima Tax Relief
(2021-10)
- Collaborate internally to service the client
- Manage case load of 350+
- Perform other tasks as assigned by direct manager
- Maintain consistent workflow and high level of customer service
- Educate the client on key and relevant tax issues/concept as it pertains to the client's case
- Go over the financial analysis prepared by the tax professional (income, expenses and assets)
