Kevin S. Email & Phone Number

Kansas City, Mo, Us

Remote

Perform quality review of prepared tax returns and customer interactions.• Analyze prepared tax returns for completeness, accuracy, and adherence to standards. • Write detailed evaluations for agent use guiding them on required corrective steps when needed. • Coach tax preparers 1:1 on how to correct inaccuracies.• Analyze telephone and chat customer interactions for completeness, accuracy, and adherence to standards.• Write specific evaluations for manager use in assessing… Show more Perform quality review of prepared tax returns and customer interactions.• Analyze prepared tax returns for completeness, accuracy, and adherence to standards. • Write detailed evaluations for agent use guiding them on required corrective steps when needed. • Coach tax preparers 1:1 on how to correct inaccuracies.• Analyze telephone and chat customer interactions for completeness, accuracy, and adherence to standards.• Write specific evaluations for manager use in assessing agent performance and outlining required corrective steps when needed.Deliver customer solutions to federal/state/local tax and software use questions. • Interview customers to understand and evaluate issue.• Research tax and technical resources as necessary.• Develop step-by-step solution.• Visually and verbally coach customers to achieve their solution.• Provide customers with written detailed explanations and resources. Show less

Kansas City, Missouri Area

Ready approximately 500 national and global telecommunications professionals to expertly use new asset management system. • Partner as learning expert with cross-functional team of business owners, software developers, and subject matter experts in development of system requirements and testing of system performance. • Analyze user stories and test cases to plain training program that meets business objectives and learner needs.• Develop interactive and engaging instructional… Show more Ready approximately 500 national and global telecommunications professionals to expertly use new asset management system. • Partner as learning expert with cross-functional team of business owners, software developers, and subject matter experts in development of system requirements and testing of system performance. • Analyze user stories and test cases to plain training program that meets business objectives and learner needs.• Develop interactive and engaging instructional materials including online courses and illustrated step-by-step job aids.• Facilitate knowledge transfer and skill development in classroom and virtual settings using PowerPoint presentations and hands-on activities in a collaborative environment. • Rapid fire development of learning solutions to meet urgent business needs. • Coach users 1:1 during system testing and post-deployment.• Evaluate training effectiveness through use of surveys.• Continually evaluate and enhance content and delivery based on business and user feedback and system enhancements.• Maintain online library of training materials. Show less

Kansas City, Missouri Area

Ready approximately 200 customer care agents to deliver competent and caring service at new contact center. • Facilitate training on customer service protocols, policy and procedures, and software applications. • Evaluate individual learner performance against training objectives and deliver 1:1 coaching when needed.• Supervise assessments.• Monitor training effectiveness through use of surveys.

Kansas City, Missouri Area

Ready approximately 100K Tax Professionals, company field leaders, and franchise owners to expertly deliver tax preparation services. • Partner as learning and client service expert with cross-functional teams of business owners, project managers, legal advisors, and subject matter experts to develop and deliver projects to meet business priorities. • Lead project teams of learning developers, tax researchers, editors, and e-learning developers in designing, developing, and delivering… Show more Ready approximately 100K Tax Professionals, company field leaders, and franchise owners to expertly deliver tax preparation services. • Partner as learning and client service expert with cross-functional teams of business owners, project managers, legal advisors, and subject matter experts to develop and deliver projects to meet business priorities. • Lead project teams of learning developers, tax researchers, editors, and e-learning developers in designing, developing, and delivering quality learning materials end-to-end on time and on budget, creating visually exciting and interactive content.• Analyze learner needs, design and develop content aligned to instructional design principals, energizing learner, generating meaning, and preparing learner to perform.• Develop learning solutions in variety of formats including textbooks, workbooks, instructor guides, on-line courses, videos, podcasts, and learning aids.• Lead train-the-trainer sessions for field virtual instructors, confirming understanding of content and modeling best practices on content delivery.• Consult on development and participate as client service expert in various training videos, modeling ethical behavior to meet regulatory requirements and demonstrating best practices to meet business priorities.• Initiate program for just-in-time learning materials for rapid response to knowledge gaps by creating learning podcasts, video demonstrations, and learning aids.• Consult, as learning and client service expert, on design of tax preparation software, internal portals, and applications.• Facilitate seminars on tax and regulatory topics, software applications, and customer service best practices for both corporate and retail leadership and associates.• Develop and deliver tax presentations to community audiences. Serve as tax expert in local television and community radio broadcasts. Show less

Master Of Science - Ms, Leadership And Management

Bachelor Of Arts - Ba, Political Science, French