Operations & Client Service Professional with 20+ yrs experience

SHARITA S. GREENE

Las Vegas, NV 815-***-**** ***************@*****.***

Open to Remote / Hybrid Roles Nationwide

PROFESSIONAL SUMMARY

Meticulous and compassionate operations and client service professional with over 20 years of experience in banking, financial services, case management, compliance, and customer-focused operational support. Highly skilled in complex issue resolution, KYC document review, data accuracy, and back-office processing within challenging environments. Recognized for exceptional communication, analytical, and organizational skills, with ability to manage sensitive information and maintain compliance with federal and state regulations. Adept at remote and office-based work, excelling in asynchronous collaboration and building positive relationships with clients, teams, and partners. Known for professionalism, adaptability, and a customer-first mindset, consistently delivering exceptional service, mastering new systems quickly, and ensuring confidentiality and precision in all tasks.

Key & Core Skills

Customer Service & Call Center Operations

Case Management & Eligibility Determination

Remote Case Management & Asynchronous Communication

Data Entry & Documentation Accuracy

Confidential Records Management

Microsoft Office Suite (Excel, Word, PowerPoint)

Google Workspace (Docs, Sheets, Slides)

SharePoint, SalesForce, Nice CXOne

CCMS, NCCS, AMPS, NV Kids (Case Management Systems)

CRM Systems & Email Platforms (Gmail, Outlook, Lotus Notes)

Multi-Line Phone Systems & Telecommunication Support

Zoom, Microsoft Teams (Communication Tools)

Time Management, Organization & Workflow Prioritization

Problem Solving & Root-Cause Analysis

Continuous Learning & Adaptability in Fast-Paced Environments

Banking Operations & Back-Office Processing

KYC / Identity Verification

Payment Processing & Account Management

Fraud/Document Review

Professional Email Support

PROFESSIONAL EXPERIENCE

Temporary Customer Support Representative

Telus Digital – H&R Block February 2026 – Present

Provide advanced client support by communicating via phone and chat with external clients requiring assistance with tax-related products and services.

Handle routine tax questions and issues using provided knowledge bases and support tools.

Process and escalate client complaints according to established protocols.

Support clients with office locations and general tax office information.

Track and communicate tax refund status information to clients.

Assist with online account management, including troubleshooting login issues and digital platform navigation.

Support identity protection services and address tax identity theft concerns.

Guide clients through tax preparation course enrollment and learning platform navigation.

Provide technical support for various tax-related software and digital tools.

Manage and track customer inquiries through appropriate systems and protocols.

Identify and escalate complex issues following established procedures, and partner with internal teams for issue resolution when needed.

Maintain current knowledge of tax-related products and services.

Family Services Specialist I

Division of Social Services (DSS) Las Vegas, NV May 2025 – October 2025

Conducted in-person and telephonic interviews to determine eligibility for public assistance and social service programs in compliance with DSS guidelines.

Performed accurate mathematical calculations to verify household income, benefits, and eligibility determinations.

Ensured confidentiality and compliance with HIPAA and agency regulations.

Resolved client concerns through empathetic communication and problem-solving.

Entered, verified, and maintained accurate and up-to-date case documentation within agency databases and electronic case management systems.

Researched and analyzed information to ensure correct case registration and timely transfer to appropriate caseloads.

Indexed, filed, and organized digital and paper records according to policy and security standards.

Communicated effectively with clients, staff, and outside entities via phone, email, and written correspondence.

Demonstrated professionalism and empathy when interacting with individuals from diverse backgrounds.

Created and maintained orderly case files for efficient retrieval and compliance.

Case Manager

Las Vegas Urban League Las Vegas, NV September 2022 – May 2025

Conducted telephonic and in-person consultations with families to determine eligibility for Child Care Subsidy Programs under DSS policies.

Informed clients of Child Care Subsidy Program services, eligibility requirements, and the application process.

Performed accurate mathematical calculations to verify household income, benefits, and eligibility determinations.

Supported over 300+ clients by maintaining accurate and compliant case files.

Collaborated with providers, families, and agency staff to resolve complex client issues.

Generated detailed reports to support audits and program effectiveness reviews.

Managed a full caseload using virtual systems (CCMS, NV Kids, SharePoint), ensuring accurate documentation and timely updates.

Delivered compassionate and professional communication supporting clients and providers through phone, email, and in person.

Entered and updated client files with changes to household circumstances ensuring accuracy and policy compliance.

Assisted families in crisis by referring them with community resources and partner agencies.

Worked collaboratively with other Early Child Care and agency departments.

Maintained strict compliance with confidentiality and data protection standards.

Terminated benefits for ineligible clients and ensured proper notification to all parties.

Addressed client complaints and guided them through resolution and appeals procedures.

Processed and authorized provider payments timely.

Child Care Eligibility Specialist (Remote and In-Person)

Child Care Resource and Referral Joliet, IL August 2019 – July 2022

Worked on-site and remotely with families to determine eligibility for subsidized childcare through Illinois DHS.

Processed applications, redeterminations, and unscheduled changes using the State’s Child Care Management System.

Processed and authorized provider payments timely, monitoring accuracy for both parents and providers.

Maintained a working knowledge of other social services available to parents and childcare providers.

Gathered and submitted required documentation to Illinois DHS for provider background checks.

Resolved client inquiries via phone, email, and in person with professionalism and empathy.

Prepared reports and maintained Excel tracking logs to support accurate case management.

Evaluated applications and explained benefits and program requirements clearly to clients.

Maintained accurate data entry and confidential records in accordance with Illinois DHS policy.

Deposit Operations Help Desk Specialist

First Midwest Bank Joliet, IL May 2016 – October 2018

Supported internal departments via phone, email, and remote assistance to provide help or troubleshoot issues regarding overdraft fees, ACH disputes, charged back items, data entry requests, documentation requirements of business and personal accounts, account titling, IRA distributions/contributions, debit card ordering, pin resets, and branch capture scanning.

Accurately documented all internal and external client interactions and resolutions in LANDesk for tracking and quality assurance.

Escalated tickets for unresolved issues to appropriate departments.

Created, revised, and updated internal procedure documents, and digital/paper reference materials to reflect policy updates.

Reviewed and logged daily reports to keep track of departmental daily tasks.

Adhered to operational compliance and banking regulations.

Provided operational support to multiple departments by providing research, error corrections, and account adjustments.

Online Banking Specialist

First Midwest Bank Joliet, IL January 2005 – May 2016

Provided tier-2 support and navigational assistance to internal and external customers for online, mobile, and business banking users via phone, email, and secured portal.

Headed and executed Business Internet Platform banking policies and procedures.

Opened and serviced new and existing deposit and loan accounts online.

Administered departmental training to all new hires and bank-wide training as it pertained to online banking.

Conserved departmental supply budget with accurate inventory control and securing supplies.

Entered and reconciled account and billing data, offsetting bill payment collection balances after client deposits.

Created, implemented, and revised procedures for online account openings and fraud prevention according to bank policies.

Partnered with FIS and internal IT to ensure smooth software upgrades and transitions.

Customer Service Representative

First Midwest Bank Joliet, IL March 2002 – January 2005

Managed high-volume customer telephone inquiries regarding deposit account activities, IRA’s, CD’s, Safe Deposit Boxes, funds transfers, debit card disputes, loan payments, and loan transactions.

Assessed the needs of customers and suggested products and services accordingly.

Consistently exceeded service and quality monitoring benchmarks.

Maintained accuracy in data entry and compliance with financial regulations.

Processed transactions and updates with speed and accuracy.

Identified and escalated complex issues to management for resolution.

Ensured compliance with bank policies, confidentiality, and anti-fraud procedures.

EDUCATION

Robert Morris College Orland Park, IL

Bachelor of Business Administration in Computer Network Systems Jan 1999- Feb 2000

Associate of Applied Science in Computer Business Systems & Accounting Aug 1997 - Dec 1998

Intuit Academy

Intuit Academy Tax Exam – Level 1 December 2025

Intuit Academy Tax Preparation Training January 2026

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