▪ Support over 300 clients across 9 states with the preparing and submission of annual tax filings.▪ Meet with clients to gather information related to income sources, deductions, credits, and any other relevant tax-related details.▪ Utilize tax preparation software to input client information and prepare accurate tax returns. (Prepared and submitted paper forms prior to the introduction of tax preparation software)▪ Review completed tax returns for accuracy, completeness, and compliance with tax laws while also verifying calculations, cross-referencing data, and ensuring that all necessary forms and schedules are included.▪ Remain abreast to changes in tax laws, regulations, and filing requirements at the local, state, and federal levels.

▪ Oversaw all operational and financial aspects for the 5th largest location in the country which entailed delivering daily leadership to a team of six employees, prioritizing business development objectives, and upkeep of the facility. ▪ Executed the established sales strategies and ensured exceptional service at each client touch point which led to repeat patronage and the store exceeding sales targets, generating over $80k on a monthly basis. (over $950k annually)− Exceeded warranty and service plans targets▪ Utilized internal inventory management systems inclusive of predetermined reorder points to balance supply and demand. − Average inventory on hand was 600+ wheels and tires valued at over $130k▪ Trained employees on safety protocols, equipment usage, and emergency procedures to maintain a safe working environment.▪ Identified opportunities for continuous improvement and implemented strategies which led to operational efficiencies and a boost in customer satisfaction. ▪ Fostered relationships with tire suppliers, distributors, manufacturers, and other business partners

▪ Led and supervised a team of customer engagement specialists that were responsible for maintaining positive relationships with clients and ensuring maximum satisfaction with the products and / or service offerings. ▪ Identified and remedied errors, omissions, or other issues adversely affecting margins or customer pricing by utilizing pricing exception reports, cost change reports, and other data sources.▪ Conducted comprehensive statistical analyses and created reports that were referenced by the sales teams for decision support. ▪ Partnered with the Pricing team to ensure contractual rates were competitive and offered recommendations for opportunities to improve profit margins.▪ Contributed to the development and enhancement of a state-of-the art analytics tool that was used to achieve departmental objectives. ▪ Instituted contingency strategies to offset operational and staffing headwinds throughout the COVID-19 pandemic.

▪ Leadership scope encompassed managing 11 direct reports (supervisors) and 220+ indirect reports that were responsible for assisting Medicare eligible clients with plan selection. Primary responsibilities also included,− Overseeing an annual operating budget− Providing weekly supervisor performance feedback and discussing opportunities for continuous improvement− Analyzing quality trends and providing recommendations to the Quality and Development Lead ▪ Played an integral role in turning around performance and the company moving from last place to second (within 3-months) out of 20 vendors.▪ Monitored daily call center activities, including over 1k calls daily, through workforce management to ensure adherence to all policies and procedures.▪ Mastered internal systems to deliver superior client services. These included Avaya, Q Finity, IVR (Interactive Voice Response), Dialer Management, TOPS (performance management tool), and CRM (Customer Relationship Management) tools.

▪ Managed relationships with existing customers to ensure satisfaction, promote retention, and drive growth in revenue and profitability. − Client portfolio contained 300+ accounts and generated over $900k in revenue annually▪ Developed strategies and initiatives to increase revenue and profitability within assigned accounts and collaborated with sales and marketing teams to identify growth opportunities, promote value-added services, and drive customer engagement.▪ Continuously evaluated and refined account management processes, policies, and procedures to drive efficiency and effectiveness.▪ Spearheaded collection efforts for delinquent accounts including repossession of company equipment for non-payment.