Tax-Return Specialist and Client Services Pro
Resume:
Stone Mountain, GA *****
*******.*****@*****.***
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SUMMARY
Dynamic professional with a proven track record at TTEC, excelling in customer service and problem-solving. Experienced in tax returns and client management. Recognized for effectively resolving conflicts and enhancing patient care delivery, demonstrating flexibility and a results-oriented approach in fast-paced environments.
SKILLS
Client service excellence
Organizational proficiency
Tax preparation expertise
Service sales strategies
Account management skills
Investigative research abilities
Appointment coordination
Detail orientation
Knowledge of health plans
Empathy in interactions
Compliance with HIPAA standards
Communication skills effectiveness
Technical troubleshooting
Solution Oriented
ADDITIONAL INFORMATION
QA Engineering Student (Debugging Techniques and Testing Procedures)
Microsoft Copilot
Collections Experience
K. Vateama Coles
EXPERIENCE
September 2025 – March 2026
Member Service Specialist TTEC/Devoted Health Stone Mountain, Georgia
Assisted members with inquiries regarding health plans and benefits.
Adhered to HIPAA regulations when handling confidential patient information.
Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
Coordinated with healthcare providers to ensure timely patient care delivery.
October 2024 - September 2025
Patient Service Representative TTEC/Kaiser Permanente Stone Mountain, GA
Assisted patients with appointment scheduling and confirmation processes.
Adhered to HIPAA regulations when handling confidential patient information.
Educated patients about services, insurance options, and billing procedures.
December 2023 - June 2024
Tax Preparer - Remote 4Power Tax Columbus, OH
Prepared and reviewed tax returns for individuals, partnerships, corporations and trusts.
Analyzed financial information such as income statements and balance sheets to calculate tax liability.
Conducted research on current trends in taxation law to stay current with law changes.
October 2020 - March 2023
Fact Finder Investigator - Remote GDOL/Robert Half Legal
Atlanta, GA
Interviewed claimants, employers, witnesses, and experts while promoting fair, objective impartial treatment and upholding the highest ethical standards
Investigated allegations of wrongdoing, job refusal, quits, work availability, separation and non-separation issues
Clearly and concisely presented collected and analyzed evidence to Claims Examiners promptly, thereby decreasing delay of benefit decisions
May 2016 - December 2022
Professional Organizer/Event Planner/Owner Destiny By Dezign Norcross, GA
Consultation in organization and decluttering to reduce stress, creating productive and peaceful environments
Trained clients on maintaining organization and decluttering strategies.
Conducted assessments of client spaces, identified areas of improvement, and created solutions to maximize efficiency.
May 2016 - June 2017
Marketing Specialist Zanacore Technologies Lilburn, GA
Maintained sales personnel calendar to schedule creation and delivery deadlines
Executed retargeting campaigns based on customer behavior analysis
Established processes for collecting customer feedback data via surveys or polls to gain insights into their needs and preferences
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June 2009 - May 2016
Inside Sales Account Manager Corporate Payroll Services Norcross, GA
Collaborated with the sales team to identify new business opportunities and drive growth.
Conducted customer outreach activities to build relationships with clients.
Scheduled appointments for the sales team using CRM software.
Documented all activities related to appointment-setting processes.
EDUCATION AND TRAINING
EXPECTED SEPTEMBER 2026
QA Engineering - Graduating
July 2023
Certification Herbalism
School of Community Herbalists, Atlanta, GA
Some College Computer Programming
Interactive College of Technology-Chamblee, Chamblee, GA
Some College Paralegal Studies
Kaplan University, Davenport, IA
CHARITY AND VOLUNTEER
Feed The Homeless Projects
Hosea Williams - Thanksgiving
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