Provide live support to multiple Tax Expert agents at once while they assist customers needing clarification on tax advice, software/product inquiries and issues, full-service tax preparation, and tax calculations through phone and chat interactions. Demonstrate a sincere desire for quality user experiences through an empathetic and confident approach. Lead daily team meetings to inform team members of metrics, changes, and opportunities. Extensive use of Slack communication channels and workflows to increase productivity amongst team. Heavy use of Salesforce and Splunk as an end user to research customer information. Provide experts with a supportive and individualized plan for growth and development based on their personal goals, personalities, and learning styles. Evaluate and document performance of 10 expert team members in lieu of hospitalized manager to uphold an efficient, productive work environment through one-on-one feedback sessions. Volunteer for a wide range of team support activities including creating and presenting training materials, hosting open office hours and team huddles, organizing and editing team newsletters, and mentoring.

Cataloged and accurately entered customer data in federal and state tax returns for review. Communicated updates to credentialed tax experts on assigned customers. Guided customers through their tax return with both product/software inquiries, as well as with tax questions and calculations, finishing in the top 1% for performance and customer satisfaction. Applied defined practices, procedures and company policies to troubleshoot and resolve product and tax support inquiries for 200+ customers in a tax season. Interacted with customers utilizing strong written and verbal skills, as well as deep customer empathy.

Completed over 100 hours of training to build the skills necessary to prepare California state individual and Federal individual tax returns with both accuracy and efficiency.

Reviewed customer records and initiated actions to resolve discrepancies; ensured agency records were complete and accurate. Clarified the application of regulatory provisions and the basis of agency determinations in individual cases. Provided technical assistance to 35 or more customers daily to address a wide range of issues and contributed customized solutions by identifying and prioritizing problems. Counseled customers on resources and options available on individual circumstances with the Internal Revenue Service; assisted customers with forms and completing documents for reporting requirements.

Streamlined record filing, purging of outdated patient files, and acceptance of payments. Developed and facilitated presentations to 200 new and prospective patients on the benefits of chiropractic treatment; contributed to a 10% increase in new patients. Scheduled appointments and follow-up care for patients utilizing ChiroTouch and E-Z Bis electronic medical record software and monitored pre-appointment requirements.

Supervised a team of 40+ employees; conducted ongoing performance reviews to ensure quality of work and adherence to company policies. Liaised between subordinate employees and upper management; relayed company updates and resolved conflicts. Hired, trained, and evaluated personnel on promotion opportunities, disciplinary reviews, and notification of termination in accordance with regulatory compliance. Conducted inventory of $45-50 million of stock; completed replenishment orders to sustain target stock levels per company standards.

Created and maintained weekly schedules for 7 subordinate supervisors; assigned employees to specific job duties and ensured 100% coverage of all areas of responsibility. Worked daily in CRM to contact current and prior customers, set up appointments, and review maintenance histories.