Remote Customer Support & Tax Specialist

MARLA WARBY

Customer Support Specialist Remote Technical Support Tax Support

Ogden, UT 84405 801-***-**** *********@*******.*** PROFESSIONAL SUMMARY

Empathetic customer support professional with 15+ years of client-facing experience in remote call centers, tax preparation, and crisis support. Skilled in de-escalating stressful situations, documenting cases accurately, and guiding clients through complex processes with calm, clear communication. Proficient in CRM platforms, tax software, and virtual support tools. Seeking a remote customer-facing role where emotional intelligence and problem-solving create meaningful client impact.

WORK EXPERIENCE

Tax Associate (Seasonal) JDA-TSG (TurboTax) — Remote — Jan 2025 – Present

• Prepare and review individual tax returns ensuring accuracy and regulatory compliance

• Research complex tax issues and translate technical details into clear, client-friendly explanations

• Guide clients through stressful tax situations with calm, step-by-step assistance

• Handle high-volume inbound calls in a remote environment while maintaining quality standards

• Ensure timely collection and submission of all required forms and documentation

• Adapt quickly to seasonal workload surges without compromising service quality Customer Support Specialist (Contract) US Paralog (VA) — Remote — Aug 2024 – Jul 2025

• Guided veterans through complex VA processes with clarity, patience, and empathy

• Provided crisis-informed support, staying with distressed callers until they were grounded and safe

• Maintained complete, accurate case records for medical, crisis, and homeless veteran caseloads

• Delivered technical assistance for VA.gov, including account creation, login troubleshooting, and navigation

• Managed sensitive, high-volume calls with professionalism and emotional intelligence

• Collaborated with cross-functional teams to improve service delivery and case resolution Tax Preparer Liberty Tax — Ogden, UT — Jan 2024 – Dec 2024

• Prepared individual tax returns with attention to accuracy and compliance

• Reviewed client documents and identified missing or incorrect information before filing

• Explained tax concepts, refund status, and filing requirements to clients in plain language

• Maintained organized client records and ensured all filings met deadlines Tax Examiner U.S. Department of Treasury, IRS — Ogden, UT — Jan 2023 – Jan 2024

• Evaluated tax returns for accuracy, compliance, and potential fraud indicators

• Documented case actions and corresponded with taxpayers to resolve discrepancies

• Applied tax code knowledge to answer questions and resolve issues efficiently

• Delivered professional, regulated customer service in a compliance-driven environment Project Manager Utah Basement Systems — Farmington, UT — Jul 2016 – Dec 2022

• Scheduled and coordinated construction projects, managing calendars and timelines

• Maintained ongoing client communication throughout projects to ensure satisfaction

• Implemented a customer database system that improved tracking and operational efficiency

• Processed payments and maintained financial records using QuickBooks

• Provided technical support and HR assistance for field staff Insurance Agent (Independent) Utah — Mar 2000 – Jun 2016

• Built and maintained long-term client relationships over 15+ years

• Educated clients on policy options, coverage, and risk management with empathy

• Processed claims, policy changes, and documentation with high accuracy and confidentiality

• Managed sensitive financial and personal information with strict privacy standards SKILLS

Customer Support: De-escalation & crisis support, high-volume call center, client relationship management, case documentation, empathetic communication

Technical & Tools: CRM platforms, tax preparation software, QuickBooks, Microsoft Outlook, Google Workspace, VA.gov & government portals

Administrative: Compliance & regulatory standards, records management, scheduling & coordination, attention to detail, remote work proficiency

EDUCATION

High School Diploma

CERTIFICATIONS

PTIN (Preparer Tax Identification Number) — Valid through December 2026 ADDITIONAL

Authorized to work in the U.S. for any employer.

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