Heather I Macdonald

Work History

LP Income Tax Services

02.2020 - Current

Communicated with clients regarding tax situations, providing guidance on financial decisions.
Researched complex tax issues utilizing online resources and professional tax software.
Analyzed financial records to verify accuracy of tax returns.
Prepared tax returns for clients in various industries according to government regulations and requirements.
Liaised with accountants to confirm accuracy of client tax returns.
Maintained complete records of client tax returns and supporting documentation in secured areas.
Successful completion of 1500+ tax returns per season.

Liberty Tax

01.2014 - 01.2019

Trained and supervised new staff to enhance customer service skills and procedures.
Addressed and resolved customer service issues to establish trust and increase satisfaction.
Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
Developed and implemented customer service standards and best practices to enforce compliance and meet criteria requirements.
Supervised staff to optimize brand expansion.
Established and maintained operational standards for three locations.

Owner/Operator

01.2014 - 01.2017

Performed manual labor and random jobs to help teams accomplish goals.
Inspected and adjusted work performed to meet expectations.
Handled customer inquiries and suggestions courteously and professionally.
Answered constant flow of customer calls with minimal wait times.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

eyeMac Contracting

01.2010 - 01.2014

Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Collected, arranged, and input information into database system.
Evaluated customer needs and feedback to drive product and service improvements.
Gathered, organized and input information into digital database.

Convergys

01.2009 - 01.2011

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered customer telephone calls promptly to avoid on-hold wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Informed customers about special promotions and provided detailed information for various products.
Provided product and service recommendations to guide customers on products to meet varying needs.

AT&T

01.2002 - 01.2009

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered customer telephone calls promptly to avoid on-hold wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Provided product and service recommendations to guide customers on products to meet varying needs.
Handled billing and payment issues following guidelines, resolving disputes properly.