My workday begins at 2 PM and lasts until 2 AM. Before I start my day at work, I, Aka Blinera Kelmendi, follow a structured morning routine that includes meditation, stretching, writing down things I’m grateful for, and engaging in fitness activities such as Pilates and gym workouts. This routine helps me mentally and physically prepare for the day ahead. I work as a tax consultant, assisting clients with their tax debt issues and navigating IRS programs.
Key Tasks and Responsibilities:
My main tasks involve taking incoming calls, leaving voicemails for clients with tax issues, and assessing clients’ tax situations. It includes gathering essential information about unfiled years, IRS letters, payment plans, and the causes of their tax debt. I also handle P1 (preliminary forms) and P2 (final forms) conversions, guiding clients through their tax relief processes.
Prioritizing Workload and Time Management:
I prioritize my workload by addressing the most urgent client cases first, especially those nearing deadlines or requiring immediate IRS intervention. To manage my time effectively, I structure my tasks around call windows, ensuring I handle follow-ups, urgent requests, and administrative functions between client calls.
Tools and Technologies:
I regularly use CRM software to manage client information and documentation and our internal communications platform to stay connected with my team. Additionally, I rely on our phone system to handle client calls and schedule follow-ups.
Collaboration with Other Teams:
I primarily collaborate with the sales and marketing teams to ensure potential clients are properly educated about our services before reaching the consultation stage. I also work with IT to address technical issues with our platforms, providing a smooth workflow.
Can you give an example of the Fusion CX Approach?
Recently, I worked with a client facing overwhelming tax debt. By actively listening to their concerns, I developed a personalized plan that addressed not only their immediate IRS issues but also outlined steps for long-term financial stability. This customer-centered approach—emphasizing empathy and clarity—is central to our Fusion CX strategy.
Seamless Customer Experience:
Ensuring a seamless customer experience involves consistency across all touchpoints. Whether a client contacts us by phone or email, I ensure their CX is fluid by staying updated on their case history and following up promptly to address any concerns.
Gathering and Analyzing Feedback:
After each consultation, I ask clients for feedback, noting their concerns and areas where they felt supported. This feedback is crucial for improving our processes, from the initial consultation to resolving their tax issues.
Staying Updated on Trends:
I keep up with the latest customer experience (CX) trends by attending webinars, reading industry blogs, and participating in training sessions offered by the company. Staying informed about IRS regulations is also vital for delivering exceptional service.
Biggest Challenges and Solutions:
One of the biggest challenges I face is when clients feel overwhelmed by the complexity of their tax issues. To overcome this, I break down the information into manageable pieces, ensuring they understand each step and feel more in control.
What I Enjoy Most while interacting with my clients:
I enjoy helping clients navigate stressful situations and find relief through a transparent and supportive process.
Motivation
My motivation comes from seeing the direct impact of my work on clients’ lives, particularly when they feel more confident and financially stable after resolving their tax issues.
Advice for Aspiring CX Professionals:
I advise anyone considering this career to always focus on the client’s perspective. Building trust and empathy is critical to creating positive and lasting relationships.
Professional Development:
Working with the client has enhanced my skills in client communication, problem-solving, and understanding tax regulations. These skills have been invaluable for my growth as a tax consultant.
Memorable Success Story:
I once had a client who was severely stressed due to years of unfiled taxes. Through careful planning and consistent follow-ups, we drastically reduced their owed amount, providing them with peace of mind and financial relief.
A bit more about my personal life: I have a supportive family, and I am also helping my mother with some personal challenges. And outside of work, I am an ambivert. I enjoy my alone time, but I also have a best friend with whom I love spending time. I have a cat named Luna, and she’s my little companion. I like doing things that balance my independent side with social moments—like maybe hiking or reading. I appreciate both adventure and relaxation, and I think it helps me stay grounded. Charge me by focusing on my health, riding my motorcycle, and spending quiet time in reflection.
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