Conducts face to face tax interviews.Prepares complete and accurate tax returns.Generates business growth by offering additional products and services.

*Created quality training articles in Confluence to successfully onboard new hires and promote consistent quality, output, and standards.*Coached QA new hires on the flagship product and procedural standards. *Partnered with development team on software product management and process improvement to consistently meet organizational standards, technical specifications, and overall business requirement.*Developed and implemented test plans for new products by collaborating with internal developers.*Leveraged UI, SQL, and REST to conduct reliable product testing.*Facilitated code releases, technical documentation procedures, and scrum meetings by showcasing organizational leadership skills.

*Created and applied 2 single source documentation repositories by utilizing HTML5, XML, CSS, and JavaScript within Madcap Flare.*Implemented and oversaw Agile methodology to streamline workflows, increase productivity, and boost accountability.*Administered GitLab repository by overseeing maintenance for commits, branches, tags, and merges.

*Transformed internal support knowledge base to improve on-boarding process for new analysts, reduce wait time, and elevate training programs. *Raised forum traffic by 27% by spearheading content development and awareness, beating quarterly expectations by 7%. *Increased Cognos documentation database from 7 basic level user documents to 97 articles within 3 quarters through innovative project planning, execution, and transparency. *Assisted in the strategic planning, building, assembly, and launch of new community website to optimize client-facing documentation.

*Headed training programs & materials for Email SMEs to decrease call wait time, improve client satisfaction, and surpass company goals. *Provided creative performance management by mentoring, coaching, and developing team members to reach 110% KPI. *Formed and implemented quality action plan & experimental mockups to raise KPIs by 21% within 2 weeks.

*Created internal technical documentation and troubleshooting tips to form smooth email integration setup. *Served as subject matter expert for email integrations & specifications by providing & documenting troubleshooting, 1-on-1 coaching, and problem-solving skills. *Delivered on-site technical support for enterprise clients & vendors to ensure smooth launch for publication.

Within 2 months on the job I could expertly transcribe alpha and numerical data from all 1040 programs and had mastered the key station terminal (ISRP) format. Some of my other accomplishments and contributions included:*Identifying several fraudulent returns and forwarding them to Criminal Investigation. *Consistently examining and identifying missing, incorrect and unrecognizable data and taking the appropriate course of action to resolve and transcribe the forms correctly. *Received an outstanding score in quality for the 2013 & 2012 tax seasons.