Erica Hicks

• Prepare Business and Individual tax provisions schedules, returns, payments, and reports and maintain a company's tax database
• Find tax solutions to complicated tax issues or errors from incorrect tax filings
• Identify legal tax savings and recommend ways to improve profits
• Make sure that clients comply with federal, state and local tax regulations
• Advise management about the impact of tax liabilities and corporate strategies or new tax laws
• Keep up-to-date with tax changes and industry trends by participating in educational opportunities, participating in professional organizations, keeping up with professional networks and reading professional publications

• Gather and verify clinical and assay execution data from various structured and unstructured sources, such as LIMS systems, csv files, external SAS datasets, JSON and PDF files etc.
• Ensure data accuracy, consistency, and compliance with relevant standards and regulations (e.g., HIPAA).
• Implement quality control procedures to ensure the accuracy, reliability, and secure delivery of clinical data.
• Monitor data analysis processes and identify areas for improvement.

• Implemented fraud prevention strategies and monitored transactional data resulting in a 40% reduction in fraudulent transactions.
• Conducted ongoing reviews of high-risk accounts and collaborated with cross-functional teams to identify and mitigate fraud risks.
• Developed and provided training to customer service representatives on fraud prevention techniques.
• Performed 50+ side by side with new associates, monitoring customer interactions and providing in
  the moment feedback to improve customer satisfaction.
• As floorwalker, assisted agents with questions and handled escalated calls that they could not handle resulting in a better customer experience and ensuring that the department was meeting Regulation E.

• Conducted complex investigations of fraudulent activity in customer accounts resulting in a 20% reduction of losses.
• Developed and implemented fraud prevention strategies and provided training to employees.
• Collaborated with internal and external stakeholders to enhance fraud detection and prevention.
• Maintain personal account information to ensure account compliance and security.
• Collected data from customers such as assets, salaries, debts, and employment status.
• Verified information about applicant history with credit bureaus and other agencies to approve or deny loans.
• Performed 50+ side by side with new associates, monitoring customer interactions and providing in the moment feedback to improve customer satisfaction.
• As floorwalker, assisted agents with questions and handled escalated calls that they could not handle resulting in a better customer experience and ensuring that the department was meeting Regulation E.

• Explained benefits to plan participants in easy-to-understand terms in order to educate each on available options.
• Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
• Took ownership of customer issues and followed problems through to resolution.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Analyze call center metrics, service levels, and other performance indicators and recommend initiatives to improve service levels, the work environment and to
  reduce expenses. Significantly reduced data errors and bolstered call intake and productivity by 60%.
• Established monitoring metrics for call center to provide superior customer service on all calls. Conducted calibration meetings for consistency and quality control.
• As SME, assisted agents with questions and handled escalated calls that they could not handle resulting in a better customer experience and ensuring that the department is meeting Regulation E.