Customer Service Support Specialist

Rose Z. Nichols Monroe Louisiana ***** / 318-***-****/ *************@*****.***

Professional Summary

Customer Service Support Specialist with a passion for providing exceptional service by listening, understanding, and demonstrating empathy for the caller’s needs and situation. Also, demonstrate in words and action, a high-quality o care, service, and accountability.

EDUCATION AND CERTICATIONS

State of Louisiana life, Health, and Accident Insurance Licensed-2018-2023

Registered Tax Specialist 2005-2025

Customer Service Support Specialist

Mass Mutual Insurance-Monroe Louisiana

July 2018-July-2022

Experience working in Life, Health, and Supplemental Insurance.

Answer a high volume of calls related to complex and sensitive insurance benefits and claims issues.

Communicate professionally and empathically to make it easier members to understand and assess their benefits.

Navigate Multiple computer systems, as sources of customers information to answer inquiries and investigate payment discrepancies.

Maintain well-written notes on all services interactions in a Customer Management System Salesforce.

Strong critical thinking and complex problem-solving skills.

Understand the sensitivity of customers data and demonstrate the ability to protect both customers and business information.

Knowledge of Microsoft Office, including Microsoft Word, Microsoft Excel, and Microsoft Outlook.

Relevant Experience

Tax Specialist

Nichols Tax Service-2005-present

Prepare individuals 1040-1040-X, Child Tax Credit, and Earned Income Tax Credit. Also, prepare Business taxes, such as Schedule C, D, And E, while maintaining quality Assurance. Manager tax account . maintain regular tax payment, and adhere to deadline,

Educate clients in tax laws, investment, planning, and provide Audit support.

Review financial records and income statements to identify deductions, allowances, and tax incentives.

Use complex system, to solve problems for clients, including Identity Theft.

Work with Military clients, research and complete appreciate forms.

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