Celeste Franklin

• Provided accurate information to taxpayers regarding tax inquiries and account statuses.
• Assisted in processing taxpayer requests through various communication channels.
• Resolved issues by analyzing account data and applying appropriate tax regulations.
• Collaborated with team members to improve customer service response times and quality.

• Processed financial documents ensuring accuracy and compliance with internal policies
• Assisted in data entry and verification, maintaining high standards of quality control
• Collaborated with team members to streamline operational workflows for improved efficiency
• Utilized industry-specific software for document management and communication with clients

• Accelerated resolution of customer service claims.

• Served as customer service liaison to direct clients to appropriate contacts for issue resolution.

• Directed claims to appropriate handlers for efficient processing.

• Monitored and recorded employee leave

•Managed submission of claims for FMLA and Disability

• Coordinated recruitment process, including job postings and candidate screening.
• Managed employee onboarding and orientation programs to enhance retention.
• Assisted in developing training materials to support staff development initiatives.
• Maintained accurate employee records using HRIS for compliance and reporting.

• Managed high-volume inbound calls, ensuring prompt and accurate customer service.
• Resolved customer inquiries by utilizing product knowledge and troubleshooting techniques.
• Collaborated with team members to enhance call handling efficiency and reduce wait times.
• Trained new representatives on company policies, procedures, and best practices for customer interaction.