• Assisted long time customers via phone or chat with technical issues they were experiencing while utilizing the Quicken software.• Educated customers on how to perform certain functions and utilize features within the application itself.• Helped customers reconcile their Quicken register to their financial institution statements• Communicated technical information in clear terms to non-technical individuals to promote better understanding.

• Collaborated with Broker, Title & Escrow companies to gather all documentation needed to prepare the initial closing disclosure and final closing disclosure • Reviewed documentation for authenticity and accuracy to be able to provide an error-free closing package with all property and customer information being accurate • Verified the accuracy of loan data in Encompass to prevent closing documents having to be redrawn or to prevent any delays arising last minute when the final closing disclosure and package was being prepped • Balanced with Settlement Agent to ensure all loan numbers were accurate to guarantee the customer had the required closing funds and the correct amount was wired • Maintained an accuracy rate of 94% on all closing disclosures issued (over 350 issued) ensuring the company did not have to give out free lock extensions because they were processed on time and guaranteeing the company made money by having multiple closing docs out daily so that they could get funded • Worked remotely

• On assignment at Intuit Inc for TurboTax and QuickBooks• Researched and resolved problematic orders caused by system issues forwarded by other business units• Troubleshooted customer billing inquiries using Oracle, Paymentech, Siebel• Processed exceptions and customer services requests from other departments and business units serving as a point of contact• Handled customer cases that were escalated to the Office of the President• Negotiated concessions with customers using customer supported means to reach resolutions that left the customer and the company satisfied with• Created Excel workbooks with Pivot Tables that identified the most common refund reasons in order to forecast volume• Worked Remotely

• Surveyed various trends and insights within extensive sets of data by utilizing Excel to discover discrepancies, and administer effective solutions in response to various security threats• Moderated a Slack channel consisting of 953 Tier 2 Intuit agents working live• Analyzed and researched varying business documentation from around the world regarding business ownership to determine legal rights to company files and data.• Assigned employees to specific work queues, scheduled coverage for nights shifts, and trained new hires on all security processes• Inserted Excel data to Power BI to transform it and create data visualizations for managers breaking down the most common reasons for password resets the team was seeing• Increased queue productivity of my 10 person night team by 15% by breaking down individual weaknesses of my team members and implementing a coaching strategy for each

• Advised small business owners on how to maximize their cash flow, people management, and mitigate risk • Upsold existing ADP clients other ADP products including, HR solutions, workers compensation and retirement plans • Brought in new business by setting up new customers or existing customers with new payroll accounts • Achieved a 92% year to date sales quota

• Developed new process using Excel as the main tool to determine which agents needed to have their calls listened to for quality• Created Power BI reports for team leads and managers that highlighted the underperforming agents of the previous day• Created Power BI dashboards for team leads and managers that highlighted underperforming agents in live time• Facilitated meetings with site leaders, team leads, and agents to discuss expectations from agents on every call• Partnered with multiple teams within the Consumer Tax Group to improve processes already in place• Analyzed data in Tableau, Power BI, Excel, and QuickBase reports• Wrote simple SQL queries to pull information regarding agent metrics, and metrics of the different call centers• Participated in Ad-hoc requests from management and even coordinated a few assigned to our team

• Identified emerging issues and trends and presented them to upper management to act on them• Researched refunds submitted by agents and customers to determine whether customer was due a refund• Managed multiple customer service e-mail inboxes and provided e-mail support to customers• Researched Accounts Payable check requests to see whether they could be approved or should be denied• Resolved customer issues through e-mail and telephone