Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kaila Segars

Hampton

Summary

Dynamic Customer Service Manager with a proven track record at Smith's Tree Service, specializing in complaint resolution and staff training. Excelled in enhancing customer satisfaction and loyalty, demonstrated through effective conflict resolution and mentoring techniques. Skilled in tracking and call center operations, significantly improving service delivery and operational efficiency.

Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.

Experienced with tax document preparation and client support. Utilizes strong organizational skills to manage tasks efficiently. Knowledge of tax regulations and filing procedures, ensuring compliance and accuracy.

Professional tax professional with strong analytical skills and commitment to accuracy. Proven ability to navigate complex tax regulations and deliver timely, compliant results. Known for effective team collaboration and adaptability in fast-paced environments. Expertise in data management, client communication, and problem-solving ensures reliable support and consistent outcomes.

Overview

6
6
years of professional experience

Work History

Tax Preparer Assistant

Foundever
03.2025 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Enhanced client satisfaction by providing accurate and timely tax preparation assistance.
  • Supported clients in gathering relevant financial information, enabling accurate tax return filings.
  • Maintained a high level of confidentiality when handling sensitive financial information for clients.
  • Improved overall office efficiency by maintaining digital client records and updating tax software regularly.

Customer Service Manager

Smith's Tree Service
03.2019 - 01.2025
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Handle and carefully respond to all customer inquiries
  • Provide excellent customer service through active listening
  • Work with confidential customer information and treat it sensitively
  • Aim to resolve issues on the first call by being proactive
  • Appropriately communicate with customers
  • Calmly attempt to resolve and de-escalate any issues
  • Escalate interactions when necessary and appropriate
  • Track all call related information for auditing and reporting purposes
  • Provide feedback on call issues
  • Upsell if required

Education

Associate of Arts - Education

University of Phoenix
05-2010

Skills

  • Complaint resolution
  • Staffing coordination
  • Metric tracking
  • Training and mentoring
  • Exceptional telephone etiquette
  • Conflict resolution techniques
  • Cash handling
  • Handling escalations
  • Excellent time management skills
  • Product and service solutions
  • Call center operations
  • Customer support
  • Data entry
  • Call center customer service
  • Written and oral communication
  • Deadline oriented
  • Data entry proficiency
  • Tax research
  • Client confidentiality

Timeline

Tax Preparer Assistant

Foundever
03.2025 - Current

Customer Service Manager

Smith's Tree Service
03.2019 - 01.2025

Associate of Arts - Education

University of Phoenix
Kaila Segars