Data Entry Specialist and Support Pro

Raven Walker

Jackson, MS ***** +****- ***-**** ************@*****.***

Professional Summary

Resourceful professional with extensive experience in customer service, technical support, and tax preparation, handling 100+ daily calls and supporting diverse clients. Tech-savvy with IT help desk and SAP experience, pursuing a cybersecurity certificate. Demonstrates strong attention to detail, high WPM, and proven ability to adapt quickly to new systems and deliver accurate, compliant results.

Willing to relocate: Anywhere

Work Experience

Tax Preparer (Seasonal)

H&R Block Remote

September 2025 to April 2026

• Prepared and filed individual and small business tax returns accurately and efficiently, ensuring compliance with IRS regulations

• Provided live chat support to clients, resolving tax-related questions and improving client satisfaction

• Reviewed financial records such as income statements and documentation to ensure accuracy and maximize eligible deductions

• Guided clients through tax preparation processes and required documentation, streamlining the filing experience

• Identified eligible deductions, credits, and tax-saving opportunities, increasing client refunds where applicable

• Ensured compliance with current tax laws and regulations, reducing risk of audits

• Maintained confidentiality of sensitive client information, upholding data security standards

• Documented client interactions and maintained accurate records of communications for audit readiness

• Escalated complex tax issues to senior tax professionals, ensuring timely and accurate resolution Customer Service

Goodyear tire company Remote

April 2025 to August 2025

• Answered incoming calls from customers and personnel, assessing needs to provide timely assistance

• Coordinated service by determining appropriate technician and dispatching to customer locations, improving response times

• Gathered and entered caller information, such as tire specifications and location, into the dispatch system for accurate service delivery

• Provided drivers with return calls containing ETAs and conducted regular check-ins to ensure smooth service completion

• Acted as a central communication point, relaying information between customers, drivers, and technicians to enhance service coordination

Enrollment Representative

Humana Remote

September 2024 to January 2025

• Performed comprehensive research to address disenrollment cases, ensuring alignment with CMS compliance regulations and Humana protocols

• Collaborated with appropriate departments to transfer cases to correct areas of enrollment, ensuring proper handling and resolution

• Maintained communication with team cluster leaders and peers to minimize delays and ensure accuracy, enhancing the Humana member experience

• Demonstrated high emotional intelligence and attention to detail by adapting to process changes during AEP and OEP

• Cultivated open communication and collaboration to ensure alignment with team goals and production efficiency

• Maintained consistent engagement with team, fostering a sense of connection and collaboration in a remote work environment

• Successfully trained in Humana systems including CI, MARX, HODMOD4, Image Viewer, CRM, Salesforce, ServiceNOW, Active Ops, Microsoft Teams, EMME, CMS, and MDR

CSR - Customer Service Representative (Remote)

Tegria Services Group Remote

September 2023 to December 2024

• Supported hospitals and healthcare systems in improving operations, technology, and patient care through data and analytics

• Pulled data from Epic charts and generated reports on billing, performance, and patient outcomes, enhancing decision- making

• Utilized Epic Clarity, Caboodle, and Radar dashboards to analyze and present healthcare data efficiently

• Reached out to providers with questions regarding patients, ensuring accurate and timely information exchange

• Updated appointments and explained results to patients, improving patient satisfaction and care coordination Customer Service Specialist

ITCON Services Remote

March 2024 to June 2024

• Managed a large volume of incoming calls, handling 100+ inbound calls daily to address customer needs

• Identified and resolved customer issues accurately and efficiently, improving customer satisfaction

• Provided high-quality responses to customer inquiries using appropriate methods and tools

• Ensured accurate, timely, and complete information delivery by following established communication procedures and guidelines

• Notated accounts and assisted with online FEMA applications, ensuring proper documentation and support Tax Expert

TurboTax, Intuit Remote

November 2020 to April 2024

• Assisted customers in preparing individual and small business tax returns using TurboTax, ensuring accuracy and compliance

• Answered tax questions related to income, deductions, credits, self-employment, investments, and federal/state regulations, improving customer understanding

• Reviewed tax returns for accuracy and compliance, reducing errors and audit risk

• Explained tax concepts in a clear, customer-friendly manner, enhancing client confidence

• Troubleshot tax software issues and guided users through TurboTax features, increasing software adoption and satisfaction

• Stayed up to date on current tax laws and IRS changes to provide accurate guidance

• Maintained confidentiality and data security standards to protect client information

• Met productivity, quality, and customer satisfaction metrics by efficiently handling high inbound and outbound calls and chats

Customer Service Representative

Senture Remote

October 2023 to March 2024

• Provided information on sales for health insurance, assisting members with enrollment and account inquiries

• Submitted requests for catalogs, refunds, fraud investigations, and processed orders for OTC, card requests, and reships

• Assisted with store locators and online sites, placing online orders for members to enhance convenience

• Communicated with healthcare providers on member plans, ensuring accurate benefit information

• Utilized CRM and theNOW knowledge base to navigate plan details and resolve member issues efficiently

• Purchased benefits and groceries for clients through MEP, providing invoices for orders and purchases

• Assisted co-workers and other departments to successfully perform job tasks and functions as needed

• Cooperated and assisted during audits, monitoring and researching costs to ensure compliance IT Help Desk

Leidos Clinton, MS

February 2022 to September 2023

• Assisted customers in configuring their computers for optimal performance, improving user productivity

• Resolved customer inquiries in a timely manner while maintaining excellent customer service standards

• Identified root causes of technical issues using problem-solving techniques, reducing repeat incidents

• Provided technical assistance with software, hardware, and network-related issues, ensuring minimal downtime

• Developed troubleshooting skills to identify customer concerns quickly and accurately

• Performed data backups for users, ensuring data security and integrity

• Set up new user accounts, assigned permissions, and configured profiles and folders on file servers

• Updated knowledge base articles regularly to improve efficiency in responding to common inquiries

• Tested software upgrades prior to deployment, minimizing disruption of services for end users

• Monitored system performance metrics to proactively address potential issues before escalation

• Maintained inventory of spare parts used for repairs, ensuring availability for timely fixes

• Ensured compliance with IT policies, procedures, and standards across the organization

• Utilized SAP experience to support IT operations and reporting Customer Service/Tech Support

Conduent (Remote) Remote

August 2019 to September 2021

• Handled incoming calls related to healthcare benefits, enrollment, and eligibility during the Annual Enrollment Period, ensuring accurate information delivery

• Assisted customers with enrolling in or disenrolling from Medicare plans, improving member satisfaction

• Answered questions about program levels, including Medicare Part C and Part D, clarifying complex information

• Processed claims and related transactions efficiently, reducing processing times

• Used various computer systems to look up information and process requests, enhancing workflow efficiency

• Actively listened to customer needs and provided appropriate solutions, increasing first-call resolution rates

• Followed standard procedures and guidelines while maintaining confidentiality of sensitive information

• Escalated issues that could not be resolved through standard procedures, ensuring timely resolution Direct Support Professional

Hudspeth Regional Center Pearl, MS

May 2018 to January 2020

• Provided direct care and support to individuals with disabilities, ensuring their safety, well-being, and quality of life

• Assisted clients with daily living activities such as bathing, dressing, grooming, and meal preparation, promoting independence

• Promoted socialization by organizing recreational activities and outings, increasing community engagement

• Maintained accurate records of client progress, behaviors, incidents, and medical information for compliance and care planning

• Responded promptly to emergencies or crisis situations following established protocols, ensuring client safety

• Developed positive relationships with clients through active listening, empathy, and effective communication

• Ensured a safe environment by identifying potential hazards and implementing preventive measures Bank Teller

STATE BANK and TRUST CO Jackson, MS

May 2018 to June 2019

• Greeted customers with professionalism and a friendly, courteous demeanor, enhancing customer experience

• Balanced cash drawer and maintained full accountability for assigned cash, ensuring accuracy and security

• Guided customers in selecting appropriate financial products for individual needs, increasing product adoption

• Assisted customers with opening new accounts, applying for loans, and resolving disputes, improving customer retention

• Demonstrated proficient knowledge of bank products and services to meet customer needs

• Provided excellent customer service in a high-volume banking environment, including cash handling and account inquiries

• Assisted management in bank opening and closing procedures, supporting operational efficiency

• Maintained accurate records of all financial transactions for audit readiness

• Complied with BSA, CRA, fair lending, and other compliance issues as required by policies and procedures

• Processed deposits, withdrawals, transfers, loan payments, and other transactions accurately and efficiently Education

Information Technology (Associate's degree)

Holmes Community College Raymond, MS

August 2020 to May 2022

General Studies (HIGH SCHOOL DIPLOMA)

Jim Hill High School Jackson, MS

August 2013 to May 2017

Skills

Computer operation Computer science ATM Balancing Mobile applications Operating systems Foreign Currency Exchanges 10 key typing Clerical experience Order entry Decision making Search engines Reconciling Cash Drawers CMMS Computer Hardware Knowledge Google Suite Medical office experience Laptop (troubleshooting support) Client interaction via phone calls Intake Tax return processing Record keeping Data entry Accounts receivable Technical troubleshooting support Accounting Providing product information Call center Microsoft Word Handling customer inquiries IT POS HIPAA Ubuntu Medical terminology Restaurant experience Grammar Experience English Salesforce Databases Conducting sales calls Sales Attention to detail Medicare Microsoft Office Accounting software Microsoft Excel VPN Human resources Genesys Epic Clarity Escalation handling Documentation review Typing Office experience Inventory control Windows Front desk CPT Coding Math Azure Health information management Serving Live chat Problem-Solving Skills Mechanical knowledge CRM software Detailed Analysis Call Volume and Quality Metrics Analytical Abilities Money Transfer Systems DNS PCI (Payment Card Industry) Interpersonal skills Cash register Ethernet Research Mac OS Technical writing Computer hardware Closing Tickets Slack Customer support ticket management Expert Desktop support Help Desk Money Handling WordPress Apple IOS Computer skills Safe Deposit Box Oversight Medical collection Help desk Fundraising Data analysis skills Data collection Customer support experience within finance industry Phone etiquette Quick service & fast food restaurant Customer support experience within healthcare industry Cryptocurrency Splunk Communication skills Managed care Patient monitoring Mental health support Customer inquiry handling Call center experience IOS Accounting Procedures Data Entry and 10-Key Task prioritization Software troubleshooting Basic math Financial transaction processing Retail sales Medical documentation Filing VMWare Operating Systems Time management Customer service Medical scheduling LAN Organizational skills Credentialing Audits Investigate Claims Productivity software Billing Adjustments and Refunds SharePoint Caboodle Income tax preparation Inbound Customer Calls ServiceNow Mortgages and Loans VPN Congurations Word processing Appointment scheduling Hardware Components HVAC Technical Support Outbound calling Writing skills Remote access software Teller Transactions Team management Deposit and Withdrawal Management Continuous integration IT support Epic Test-driven development Spreadsheets Phone call management Customer issue escalation Accounts payable Management Microsoft Access Radar dashboards Zendesk Medical records SAP Medical billing Computer literacy Raiser's Edge Ellucian Inside sales Hospital experience Customer communication Customer retention Working with people with autism Administrative experience Software support Interpersonal communication Active Directory Technical support Microsoft Oce Electrical systems HIPAA Guidelines Software development Virtualization Windows Remote Desktop Microsoft Windows Server Analysis skills Computer networking Customer support Upselling Skills PC Support Citrix Patient service Grocery store Patient interaction Regulatory Compliance Tax Computing Avaya Microsoft Outlook Calm and Professional Under Pressure Client email correspondence Hospitality Working with people with disabilities

Languages

English - Fluent

Certifications and Licenses

CPR Certification

May 2019 to Present

First Aid Certification

May 2019 to Present

CompTIA A+

Driver's License

March 2017 to March 2033

CPA

Enrolled Agent

Cybersecurity

Epic Certification

CompTIA Network+

CompTIA Security+

Additional Information

Authorized to work in the US for any employer

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