Client-Focused Tax & Support Specialist

Tenika Lowe

Milwaukee, ***** Wisconsin 414-***-**** ***********@*****.***

Detail-oriented and client-focused Tax Professional and Customer Experience representative with over 20 years of progressive experience in tax preparation, office management, and customer support within high-volume and remote environments. Proven record of preparing 200+ accurate tax returns annually, training and leading teams of 15+ preparers, and achieving client satisfaction rates above 95%. Skilled in tax law, compliance, and software support with a demonstrated ability to streamline processes, reduce resolution times, and enhance service efficiency. Recognized for strong leadership, communication, and problem-solving and excellent customer service skills that drive client trust and operational success. Experience

11/2025 TO 05/2026

Tax Desk Support Tapfin/Ernst & Young. Remote

• Assisted between 15-50 Financial advisors and BOAs daily with tax filing and compliance issues.

• Reviewing Cost Basis on inherited and transferred investment assets

• Reviewing statements, research, troubleshooting. identifying and escalating forms issues for correction 10/2024 TO 05/2025, 10/2025 to 11/2025

Drake Tax Support, Remote

• Assisted 40+ tax professionals daily with software, filing, and compliance issues, achieving a 97%

• satisfaction rate in post-support surveys.

• Reduced resolution time by 25% by identifying recurring software bugs and escalating them to Tier 2

• support.

• Maintained 100% accuracy in case documentation, enhancing team knowledge sharing and follow-up

• efficiency.

• Collaborated with cross-functional teams to improve remote support scripts and training

• documentation.

• Recognized by management for delivering empathetic, clear communication that elevated customer

• trust.

08/2020 to 12/2020

Concentrix, Medicare, Medicaid and Medicare Advanced Campaign-Remote

• Assisted in a remote call center environment approximately 30 Medicare eligible seniors daily

• Received licenses in multiple states to sell medical insurance

• Researched using various tools provided doctors, prescriptions and Medicare advantage provided perks. 11/2019 to 08/2023

Jackson Hewitt, Office Manager; Client Care Advocate; Tax School Facilitator; Tax School Trainer-Hybrid

• Directed daily operations across two high-volume offices serving 400+ clients per season, maintaining

• compliance and accuracy.

• Recruited, onboarded, and trained 15+ preparers annually, boosting team retention by 30%.

• Implemented a client follow-up system that increased repeat business by 20% within two years.

• Developed and taught tax preparation courses for new preparers, resulting in a 95% certification pass rate.

• Oversaw office budgets, inventory, and payroll, ensuring efficient operations and cost control within

• 5% of budget targets.

01/2019 to 04/2019

The Leist Group Tax preparer

• Prepared 200+ federal and state tax returns for individuals and small businesses with 98% accuracy.

• Ensured compliance with IRS guidelines and minimized client audit risks through meticulous data

• review.

• Utilized client interviews to identify eligible deductions, saving clients an average of $1,200 in tax

• liabilities.

• Collaborated with senior preparers to streamline e-filing workflows, reducing client wait times by 15%.

• Provided post-filing support and amendments, strengthening long-term client relationships. Skills Other Employers

• Tax preparation Liberty Tax

• Tax law expertise Clifton Larson and Allen, CPAs

• Office management Intuit-Remote

• Training development Social Development Commission

• Process improvement N.E.W Corp Remote

• Team leadership Alpine Access-Remote

• Client communication Brookdale Senior Living

• Time management

• Conflict resolution

• Attention to detail

• Problem solving

• MS office

Education

Associates of Arts: Business Administration

Strayer University

Contact this candidate