Reginald Bolden Email & Phone Number

Kansas City, Missouri Area

Working on DTS team we were customer service support for the HR Block At Home product. Taking inbound calls from clients who were having issue with the program. • Took inbound calls or chats from clients that were having issues with the HR Block At Home product. The goal were for first call resolution, issue resolved and case creation. My first call resolution were 91%, issue resolved 93% and case creation 105%. • Worked on the calculations claim team, escalation team, refund team, PRC Helpdesk. These were cases that were not resolved by tier 1, working these cases help reduce multiple callbacks from the agent. After receiving their cases and resolving within 48 hours, giving the client a call back with their status or result. • Traveled for the company to our vendor sites. While on site, my biggest goal were to help the managers and SME’s with the agents and anything they needed. Help prevent cases from being escalated and reduce agents call time.

Kansas City, Missouri Area

Working on the Dev System Team for HR Block, my job were to test our online “HR Block At Home” program. Testing would include regular functionality and new functions that were introduce, finding any issues and writing defects for them. My goal for each year were to have all sub 1 defect fix before tax season started. Each year, we stared with zero sub one defects.• Writing and executing test plans, test cases, reporting new defects and testing resolved defects, and tracking defects.• Reporting and working with the teams Business Analysts on product testing such as, systems integrations, functional, new features, regression testing, automated test cases, manual test cases and testing methods. • Attended weekly meeting with Business Analyst and Developer teams discussing current and upcoming projects, determining next steps ensuring project completion.

Kansas City, Missouri Area

• Data entry, training new workers, keeping track of inventory, interviewing new workers, mailing projects, answering and calling students, answering and contacting students though e-mail and checking the e-mail receive thought the school web page. This were a full time position.

Kansas City, Missouri

• Packing a store order for doughnut and muffins. The orders range from 40 -600 pieces per store. The doughnuts were packed on trey and sent out to Quick Trips, hotels, and small businesses.