Prepare and process tax obligations and calculate clients returns• Interview clients about income and expenses, assist with questions, and resolve conflicts ofinterest• Review past and current financial statements, provide future tax planning, and communicateabout upcoming filing and meeting deadlines• Ahere to tax regulations and procedures, audit account details, and act as a liaison betweenclients and the IRS

Organized and directed staff calls to Tela-doctors• Managed a team of 10 or more agents, including the provision of appropriate discipline anddischarge; provided motivational techniques to promote team building and to increase teamand call center morale• Assisted in the hiring process, responsible for assessing agents work productivity, andreviewed calls for quality assurance• Insured accuracy of inputs regarding payroll documentation; prepared monthly/annualperformance reviews• Handled complaints; improved existing escalation procedures, and ensured every customerrequest was assigned to the appropriate team

Oversaw daily operations and managed over 10 agents, ensured the team met performancetargets and standards, and prepared reports on performance and customer feedback• Ensured high-quality customer interactions and satisfaction• Provided guidance and support acting as the go-to person for team members to escalate issuesto, and helped in resolving conflicts• Trained and developed employees, tracked team performance metrics, and implemented