Breaunna Booker

• Resolved escalated inquiries involving billing, disputes, and account usage while maintaining accurate documentation and supporting team performance goals.
• Utilized advanced authentication and identity-verification tools (Innovis OTP, LexisNexis AML Insight) to assess customer risk, ensure compliance, and escalate potential fraud in accordance with regulatory standards.
• Provided expert guidance to vendor agents, ensuring compliant, customer-focused resolutions.
• Collaborated with cross-functional teams to streamline workflows, enhancing customer experience.
• Reviewed case documentation for accuracy and compliance, supporting leadership in quality assurance and adherence to PNC service standards.

• Prepared individual and small business tax returns, ensuring accuracy and compliance while maximizing tax benefits for clients through effective documentation and guidance.
• Provided taxpayers with clear guidance for proper completion of required tax forms, ensuring compliance with due-diligence regulations.
• Supported clients by collecting financial documents and ensuring information accuracy for tax preparation.
• Maintained secure handling and organization of sensitive client records, supporting audit readiness and protecting confidential financial data.
• Managed daily office operations, including opening and closing procedures, completing morning and end-of-day reports, and maintaining an organized workflow to enhance overall office efficiency and support administrative tasks.

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• Prepared individual and business tax returns accurately and efficiently.
• Amended previously filed tax returns to correct errors and maximize deductions and credits.
• Guided clients in effectively responding to IRS notices of deficiency or audit findings.
• Delivered timely customer service, resolving client concerns and questions promptly.
• Performed detailed record-keeping for all tax files and documentation for future reference.