Admin Assistant

Quality Assurance & Call Auditing Experience Performed quality assurance evaluations by reviewing customer service calls, reports, and audit submissions to ensure accuracy, clarity, and compliance with company standards. Assessed interactions based on established guidelines, identifying areas for improvement in communication, service delivery, and overall customer experience. Edited and refined reports to maintain consistency, professionalism, and attention to detail. Provided constructive feedback to support performance improvement and enhance service quality. Analyzed audit data to identify trends and recommend actionable insights for operational and customer service improvements. Demonstrated strong analytical skills, attention to detail, and the ability to maintain objectivity while handling evaluations and confidential information.

Customer Service Experience (Phone, Chat, Email) Delivered high-quality customer support across phone, chat, and email channels in fast-paced environments. Assisted customers with inquiries, account concerns, order processing, and issue resolution while maintaining a professional and empathetic approach. Handled high-volume interactions efficiently, ensuring accurate documentation of customer concerns using CRM systems. Resolved billing, coverage, and service-related issues by identifying solutions quickly and clearly communicating next steps to customers. Maintained strong performance metrics by meeting response time targets, ensuring customer satisfaction, and providing consistent, reliable support. Demonstrated excellent communication skills, patience, and the ability to manage multiple conversations while maintaining attention to detail.

Administrative Support Experience Provided comprehensive administrative support in a remote accounting environment, assisting with daily operations and ensuring smooth workflow processes. Managed client onboarding by collecting and organizing essential financial documents such as W-2s and 1099s. Maintained accurate records and updated client information using platforms like Lacerte and TaxDome. Coordinated communication between clients and team members to ensure timely submission of requirements and completion of tasks. Monitored deadlines, tracked progress, and helped prioritize workloads to support efficient tax preparation processes. Handled sensitive and confidential information with a high level of accuracy and professionalism. Demonstrated strong organizational skills, attention to detail, and the ability to manage multiple tasks in a fast-paced remote work environment.

Data Entry & Reporting Experience Accurately entered, updated, and maintained large volumes of data across CRM systems, accounting platforms, and internal databases. Ensured data integrity by verifying information, identifying discrepancies, and making necessary corrections in a timely manner. Generated and maintained reports to track client information, workflow progress, and performance metrics. Organized and structured data to support decision-making and improve operational efficiency. Managed multiple data-related tasks while meeting deadlines, demonstrating strong attention to detail, accuracy, and time management. Maintained confidentiality when handling sensitive customer and financial information.