Grace Zhao

• Conducted tax reviews and compilations to identify potential exposure areas and provided suggestions.
• Audited client financial records to determine tax liability.
• Kept up to date on current income tax developments and advised clients to make proper adjustments.
• Identified issues, analyzed information and provided solutions to problems.
• Examined deductions and computed tax returns (including calculation of capital gain ) according to prescribed rates, laws and regulations.
• Worked closely with clients to properly fill out tax forms and lodge tax returns.
• Performed tasks under limited supervision related to income tax compliance such as returns, non-lodgment advice, amendment, escalation.
• Represented clients before federal, state and local taxing authorities.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Demonstrated respect, diligence and professionalism to help wherever needed.

Achievement

• Handled over 30 calls per day, signing new clients, retrieving client data, presenting relevant service information and managing mailout.
• Answered an average of 50 emails and correspondences per day, addressing potential and existing client inquiries, solving problems and providing professional advice.
• Followed up with clients about boosting refund estimates and retained clients who were previously frustrated and asked to cancel their returns.
• Developed highly empathetic client relationships and earned reputations from clients and team leaders for exceeding service standard goals.

• Data entry includes functions of bank reconciliations, credit card reconciliations and accountants payable and receivable.
• Assist with preparing cash flow forecasts, budgets and strategic plans for client's business, including performing financial analysis to support clients' decision-making.
• Provide accurate, timely, relevant recording, reporting, and analysis of financial information.

Achievement

• Compiled general ledger entries on short schedule with 100% accuracy.
• Identified management control weaknesses and provided value added suggestions for remediation.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Liaised with clients and collaborated with management and sales team in a fast-paced environment to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Collected customer feedback, demonstrated empathy, investigated client's complaints and made process changes to exceed customer satisfaction goals.

Achievement

• Answer customer questions quickly and accurately, propose forward-thinking strategies and effective solutions and solve problems to increase 100% customer satisfaction.
• Increased efficiency and team productivity by promoting operational best practices.

• Communicated with suppliers to reconcile invoice payments
• Conducted accurate and timely data entry across AP and AR transactions
• Streamlined preparation of diary, monthly and annual reports
• Ensured monthly and annual reconciliations are accurate and reliable, follow up on debtors /nonpayments
• Ensured compliance reporting to audit apartment
• Evaluated and improved accuracy and completeness of financial records.