Kierra West
Atlanta
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Licensing and Tax Specialist, Sr
City Of Atlanta Department Of Finance
03.2023 - Current
- Serve as subject matter expert on excise tax matters, providing guidance and training to team members as needed.
- Enhances licensing processes by streamlining documentation and communication procedures.
- Assist as needed in completion of ad hoc projects related to licensing and taxation
- Develop and coordinate daily workflow for both myself and other staff, aligning tasks and responsibilities with weekly, monthly, and yearly objectives as needed.
- Streamlined tax compliance processes by implementing efficient workflow systems and utilizing advanced software tools.
- Provide oversight, guidance, and performance assessments for designated team members, addressing any employee issues or challenges that arise.
- Answer customer inquiries via personal contact, phone, and/or email
- Enhance tax compliance by conducting thorough reviews and identifying discrepancies in excise tax filings.
- Provided exceptional customer service to applicants, addressing inquiries with accurate information and timely responses.
- Collaborate with taxpayers to resolve disputes and negotiate payment plans, ensuring timely resolution of outstanding liabilities.
- Conducted thorough testing of implemented licensing system prior to deployment, minimizing post-launch issues.
- Ensured smooth system transitions by providing comprehensive end-user training and support documentation.
Customer Service Support Agent (FanDuel)
Support Service Group
08.2022 - 01.2023
- Handled inbound customer chat conversations from various websites.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems quickly and efficiently
- Provided online demonstrations to educate customers on product features and online help resources.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Tier 2 Administrative Agent (Direct Wine)
Support Service Group
05.2020 - 08.2022
- Execute supervisory-level activities in absence of Team Lead
- Collaborate with team members and team leads to ensure that customer inquiries are effectively being resolved
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Handled account payments and provided information regarding outstanding balances.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Chat Support Representative (Michael Kors)
Support Service Group
11.2019 - 05.2020
- Handled inbound customer chat conversations
- Asked open-ended questions to determine which products or services would be best fit for customer's needs
- Worked closely with each customer to carefully resolve issues within timely fashion
Education
Bachelor of Arts - Sociology And Anthropology
Valdosta State University
Valdosta, GA12.2020
Skills
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Customer Care
- Efficient and Detail-Oriented
- High-Volume Environments
- Issue and Complaint Resolution
- Understanding Customer Needs
- Billing Dispute Resolution
- Productivity Reporting
Timeline
Licensing and Tax Specialist, Sr
City Of Atlanta Department Of Finance
03.2023 - Current
Customer Service Support Agent (FanDuel)
Support Service Group
08.2022 - 01.2023
Tier 2 Administrative Agent (Direct Wine)
Support Service Group
05.2020 - 08.2022
Chat Support Representative (Michael Kors)
Support Service Group
11.2019 - 05.2020
Bachelor of Arts - Sociology And Anthropology
Valdosta State University
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