Deonah Brown
Mesa,AZ
Overview
7
7
years of professional experience
Work History
Client Service Professional/Associate Team Leader
H&R Block
11.2022 - 04.2025
- Lead the office from the front desk, providing phone coverage, and ensuring efficient client check-in and check-out processes.
- Schedule, coordinate, and confirm appointments. Manage the office calendar, and ensure a smooth flow of clients through the office.
- Complete a large volume of approximately 800 seasonal calls within required timeframes.
- Maintained organized filing systems for guest records, enhancing accessibility and data accuracy.
- Operated high-speed scanning equipment to digitize documents efficiently.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Support the Multi-Unit Team Leader, serving as the onsite point of contact for tax office associates and clients, ensuring quality and consistent execution that will allow us to promote the value of H&R Block.
- Execute and hold all tax office associates accountable to Standard Operating Procedures (SOP), system, and client service experience, with escalation to the Multi-Unit Team Leader and District.
- Lead daily activities to ensure that all tax office associates are scheduled, and work is completed according to deadlines, with attention to quality standards, priorities, and overall goals.
- Lead daily huddles, and communicate essential information to office associates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with cross-functional teams to align service delivery with client needs and business objectives.
- Participated in regular trainings and workshops to keep up-to-date on all company products and services.
- Trained and mentored new associates on software and compliance procedures.
- Serve as the point of contact for on-site escalated client service concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Interact with specific department to input orders, complete special requests, and track missing packages.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
IntouchCX
05.2023 - 11.2023
- Assist an estimated amount of 30-50 customers through inbound calls per day.
- Accurately record or update customer interactions, issues, and resolutions in CRM systems.
- Communicate a variety of information to the customer.
- Provide a meaningful and positive experience with every customer interaction.
- Address and resolve customer complaints and problems efficiently and accurately.
- Collaborate with other departments when needed to resolve more complex customer problems.
- Audit customer service accounts to identify incorrect charges, duplicate billing, or subscription errors.
- Evaluate and approve refund requests in accordance with company policies.
- Retained a thorough working knowledge of all existing and new products and services.
In-Store Shopper
Safeway
12.2020 - 05.2021
- Greeted and assisted customers as a personal home shopping clerk.
- Managed approximately 40 online orders per day from customers.
- Shop for customer orders by selecting accurate item, proper quantities, and appropriate substitutions when needed.
- Ensure all items meet quality standards, including freshness, expiration dates, and condition.
- Pack and organize orders securely for pickup or delivery.
- Filled orders with the assistance of a handheld computer.
- Ability to work under time restrictions, safety, and sanitation.
Boba Barista/Ice Cream Roller
Panda Tea House
10.2018 - 01.2020
- Prepared approximately 20 customized boba drinks, milk teas, fruit teas, hand rolled ice cream, and bubble waffles each day from customers.
- Hand-rolled and crafted ice cream orders are made according to customer preferences.
- Operated the POS system, handled cash, card, and mobile payments with accuracy.
- Provided friendly, efficient customer service in a fast-paced environment.
- Maintained cleanliness and organization of drink stations, ice cream equipment, and dining areas.
- Restocked toppings, teas, boba, syrups, and other supplies throughout the shift.
- Followed recipes and quality standards to ensure consistency in all drinks and desserts.
- Suggested menu items, and upsold add-ons, like toppings and desserts.
- Managed multiple orders at once while maintaining attention to detail and presentation.
- Ensured compliance with health, safety, and food handling procedures at all times.
- Handled customer complaints or special requests with professionalism and care.
- Operating a variety of equipment, such as a tea machine, a waffle machine, and rolled ice cream utensils.
Education
Some College (No Degree) - General Studies
Portland Community College
Portland, ORSkills
- Office administration
- Customer service excellence
- Client relationship management
- Problem-solving techniques
Timeline
Customer Service Representative
IntouchCX
05.2023 - 11.2023
Client Service Professional/Associate Team Leader
H&R Block
11.2022 - 04.2025
In-Store Shopper
Safeway
12.2020 - 05.2021
Boba Barista/Ice Cream Roller
Panda Tea House
10.2018 - 01.2020
Some College (No Degree) - General Studies
Portland Community College