Hope Harris- Thompson
Louisville,KY
Summary
Enrolled Agent tax professional with extensive experience at Jackson Hewitt IRS, specializing in tax preparation and customer service. Proficient in Microsoft Excel, Word, and 365, with strong skills in conflict management and compliance with IRS standards. Over 20 years of customer service experience, including 3 years in collections and 2 years in leadership roles. Expertise in emotional intelligence, policy adherence, CRM systems, and data analysis, with a focus on enhancing team performance and client satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Enrolled Agent
Tax-Remote
01.2014 - Current
- Seasonal tax preparer for Internal Revenue services remotely
- Represented taxpayers before the IRS during audits or collections proceedings.
- Conducted research into new tax laws or regulations when necessary.
Server Assistant/Server
Levy
Louisville, KY
03.2025 - 05.2025
- Temporary server assistant for Kentucky derby millionaire's row at churchill downs
- Demonstrated ability to multi-task by performing additional duties as assigned.
- Resolved customer complaints swiftly and professionally when needed.
- Assisted servers with carrying food from kitchen to tables, refilling drinks, and clearing away dirty dishes.
- Performed opening and closing duties such as restocking supplies, setting up workstations, cleaning counters.
- Maintained cleanliness of dining area by wiping down tables after each seating.
- Inspected restaurant equipment regularly for maintenance issues or malfunctions.
Teacher's Assistant
University instructors
Louisville, KY
08.2024 - 11.2024
- Supported K-5 students with special needs in Jefferson County Public Schools.
- Facilitated communication between students and faculty to enhance understanding.
- Established and maintained a safe, engaging learning environment for all students.
- Participated in professional development workshops to improve teaching skills.
Supervisor
LGC Hospitality
Louisville, KY
10.2023 - 10.2024
- Supervised 50 to 100 employees, ensuring adherence to workplace safety regulations.
- Conducted training sessions to uphold compliance with safety standards.
- Participated in recruitment by interviewing candidates for open positions.
- Maintained accurate records of employee performance, attendance, and leave requests.
- Guided subordinates on job duties and responsibilities to enhance team efficiency.
Patient Transporter
UofL Health
Louisville, KY
12.2022 - 02.2023
- Delivered timely transportation services for outpatients to multiple medical facilities.
- Ensured cleanliness and maintenance of transport equipment at all times.
- Responded promptly to requests for assistance from hospital staff, enhancing operational efficiency.
- Safely operated lift devices, including stair chairs, to facilitate patient mobility.
- Checked accuracy of all medical documents prior to patient transport.
- Assisted with dignified transfer of deceased bodies from hospital units to morgue.
Enrollment Representative
Humana Inc
<ul>
<li>Conducted follow-up with prospective students to drive enrollment in Medicare supplements.</li>
<li>Maintained accurate records of insurance policy transactions, ensuring data integrity.</li>
<li>Reviewed insurance policies for compliance with regulations and internal guidelines.</li>
<li>Coordinated with departments on issues concerning policy administration.</li>
<li>Participated in training programs to enhance expertise in underwriting, sales, and product development.</li>
</ul>
08.2018 - 11.2018
- Conducted follow-up with prospective students to drive enrollment in Medicare supplements.
- Maintained accurate records of insurance policy transactions, ensuring data integrity.
- Reviewed insurance policies for compliance with regulations and internal guidelines.
- Coordinated with departments on issues concerning policy administration.
- Participated in training programs to enhance expertise in underwriting, sales, and product development.
Eligibility Specialist
Family and Social Services
08.2016 - 06.2017
- Reviewed applications for government programs, determining eligibility for Medicaid and food stamps.
- Verified identities and documents, including birth certificates and Social Security cards.
- Assisted clients in completing necessary forms for application processing.
- Conducted detailed interviews with applicants to assess eligibility for assistance programs.
Assistant Store Manager(Manger on Duty)
Family Dollar, Inc
05.2016 - 07.2016
- Managed daily store operations, including customer service and inventory oversight.
- Coordinated with vendors to ensure competitive pricing and product availability.
- Maintained accurate records of transactions, stock levels, and employee performance metrics.
- Conducted regular staff performance reviews to identify improvement opportunities.
- Executed store opening and closing procedures efficiently.
- Assisted customers with inquiries to enhance shopping experience.
- Scheduled onboarding processes for new staff members for seamless integration.
- Generated daily reports to track sales and operational performance.
Enrolled Agent
Jackson Hewitt IRS
01.2015 - 03.2015
- Preparing taxes for taxpayers, and self-employed taxpayers. Reviewed documents, offered products and meeting the customer's needs, according to standards of IRS.
- Represented taxpayers before the IRS during audits or collections proceedings.
- Conducted research into new tax laws or regulations when necessary.
- Developed strategies for minimizing future taxes owed by clients based on their individual circumstances.
- Performed administrative tasks such as filing paperwork with regulatory agencies and preparing reports of activities for management review.
Non Licensed Agent for Anthem BSBS Medicare Advantage
Optum, Inc
IN, IN
09.2014 - 02.2015
- Plans. Assisted providers and members with frequently asked questions, pertaining to Policy.
- Reviewed existing policies to ensure they were up-to-date with current regulations.
- Participated in seminars and workshops related to insurance topics.
- Resolved customer complaints in a professional manner.
- Advised clients on the most suitable insurance products available.
- Developed client relationships by providing timely and accurate customer service.
- Provided feedback on product development initiatives based on customer feedback.
Education
Bachelor of Business Administration - General Studies
American InterContinental University
Chandler, AZ12.2025
Full Stack Network Engineer - Information Technology
NextGenT
Online10-2025
Diploma in Medical Billing & Coding - Online
Alison Education
Online05-2025
Diploma in Mental Health - Online
Alison
Online05.2025
Associate of Arts - Business Administration
American InterContinental University
Schaumburg, IL09.2016
Diploma in Operations Management - online
Alison
online07.2015
Diploma in Human Resources - Online
Alison
Online06.2015
Jackson Hewitt Tax School Graduate - Tax Professional/Enrolled Agent
Tax Professional/Enrolled Agent
01.2015
Skills
- Microsoft Word and Excel expertise
- Healthcare patient care experience
- Conflict management techniques
- Exceptional customer service
- Team management abilities
- Cash handling proficiency
- Effective organization skills
- Food handling standards
- Knowledge of HIPAA regulations
- Mac OS user proficiency
- Interviewing for recruitment purposes
- Experience in retail and grocery industries
- Customer support in call centers
- Basic life support training certified
- Strong verbal communication skills
- Sales and relationship management
Certification
- Servsafe certification, 04/25, Present
- Enrolled Agent
Timeline
Server Assistant/Server
Levy
03.2025 - 05.2025
Teacher's Assistant
University instructors
08.2024 - 11.2024
Supervisor
LGC Hospitality
10.2023 - 10.2024
Patient Transporter
UofL Health
12.2022 - 02.2023
Enrollment Representative
Humana Inc
08.2018 - 11.2018
Eligibility Specialist
Family and Social Services
08.2016 - 06.2017
Assistant Store Manager(Manger on Duty)
Family Dollar, Inc
05.2016 - 07.2016
Enrolled Agent
Jackson Hewitt IRS
01.2015 - 03.2015
Non Licensed Agent for Anthem BSBS Medicare Advantage
Optum, Inc
09.2014 - 02.2015
Enrolled Agent
Tax-Remote
01.2014 - Current
Bachelor of Business Administration - General Studies
American InterContinental University
Full Stack Network Engineer - Information Technology
NextGenT
Diploma in Medical Billing & Coding - Online
Alison Education
Diploma in Mental Health - Online
Alison
Associate of Arts - Business Administration
American InterContinental University
Diploma in Operations Management - online
Alison
Diploma in Human Resources - Online
Alison
Jackson Hewitt Tax School Graduate - Tax Professional/Enrolled Agent
Tax Professional/Enrolled Agent
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