Rachel Jones

• Lead and develop a team of associates by providing coaching, feedback, and performance management to drive productivity and customer satisfaction.

• Handle escalated customer issues, ensuring efficient problem resolution while maintaining company policies and service standards.

• Analyze performance metrics to identify trends, implement process improvements, and enhance team efficiency.

• Conduct team meetings, training sessions, and one-on-one coaching to support employee development and engagement.

• Assisted with training and mentoring new team members
• Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
• Adhered to company policies and procedures while providing superior service
• Utilized problem-solving techniques to identify solutions for complex customer inquiries
• Maintained a high level of professionalism when dealing with difficult customers
• Displayed strong organizational skills while managing multiple projects simultaneously
• Developed strong customer relationships and loyalty through effective communication
• Investigated and researched issues to determine root causes and appropriate resolution methods

• Completed all tax forms in accordance with policies and in compliance with legislation and regulations
• Developed comprehensive knowledge of tax regulations and filing procedures
• Prepared a variety of forms including 1040s, 1099s, W-2s, Schedules C and E as well as other state-specific forms
• Performed detailed analysis of financial documents to accurately complete tax returns for individuals and businesses
• Prepared federal tax documents by assembling and analyzing financial information and completing forms with tax-related software