Shelley P

Customer Service Specialist

Intuit • Autônomo

Dec 2024 - Apr 2026 • 1 yr 4 mos

Delivered expert customer support for TurboTax users by resolving software issues, account access problems, and tax‑filing questions with clarity and accuracy. Guided customers through step‑by‑step troubleshooting for login errors, data import issues, software installation, and system compatibility concerns across multiple devices. Explained tax concepts in simple, easy‑to‑understand language, helping users navigate deductions, credits, AGI verification, and e‑file requirements. Utilized Salesforce and internal knowledge bases to document interactions, track cases, and ensure consistent, high‑quality support. Maintained strict confidentiality and compliance with IRS and Intuit security standards while handling sensitive financial information. Achieved high customer satisfaction scores by demonstrating patience, empathy, and strong problem‑solving skills during peak tax season. Managed high‑volume inbound calls and chats efficiently, consistently meeting performance metrics for accuracy, resolution time, and professionalism. Provided clear instructions for document uploads, identity verification, and error‑code resolution to help customers complete their tax returns successfully.

Shopify Store owner

Shopify • Autônomo

Nov 2023 - Oct 2024 • 11 mos

Managed all aspects of an e-commerce business, including store setup, inventory management, and digital marketing to drive sales and customer engagement on the Shopify platform.

Customer Support Specialist and Account Manager

Print • Período integral

Sep 2019 - Mar 2023 • 3 yrs 6 mos

Provided responsive, solution‑focused support to customers by answering product questions, resolving order issues, and ensuring accurate, timely communication throughout the fulfillment process. Coordinated with production, shipping, and quality teams to investigate concerns, verify specifications, and deliver clear updates to customers. Managed high‑volume inquiries through phone, email, and internal ticketing systems while maintaining professionalism and meeting response‑time expectations. Resolved complaints by identifying root causes, offering practical solutions, and ensuring customer satisfaction with follow‑up communication. Processed orders, updated account information, and maintained accurate documentation to support smooth operations and prevent delays. Demonstrated strong attention to detail when reviewing order requirements, packaging specifications, and shipment details to reduce errors and improve customer experience. Built positive relationships with customers by providing friendly, knowledgeable service and consistent support from order placement to delivery.