JESSICA LYNN

• Work as a Telework contact representative since May 2023 at GS-05/2 grade, increasing to GS-07/1 this last May.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
• Frequent contact with the public, researching and responding to non-routine requests for information on phones or in writing.
• Resolved problems and issues through telephone calls.
• Performed administrative and technical procedures using a computer to locate and review records and reconcile discrepancies.
• Adhered to all company policies and procedures including customer confidentiality.
• Demonstrated strong computer literacy including Microsoft Office Suite, Excel, Teams, and additional web browsers.
• Proficient typing skills. Streamlined account research processes, enhancing response times and boosting customer satisfaction through efficient issue resolution.
• Analyzed complex customer inquiries to provide accurate information, leading to measurable improvements in service quality and client trust.
• Collaborated with team members to improve communication strategies, fostering a supportive environment that enhanced overall team performance.
• Maintained precise customer account records, adhering to confidentiality protocols and corporate guidelines to uphold integrity.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Streamlined account research processes, enhancing response times and boosting customer satisfaction through efficient issue resolution.
• Participated in training programs to enhance product knowledge and customer service skills.

• Used Outlook Email, Teams, and video calling with proficiency.
• Sorted through individual tax forms and multiple types of business forms.
• Used a copy machine daily.
• Oversaw material batching processes to ensure accuracy and consistency in production operations.
• Worked with co-workers, leads, and managers in a friendly and professional manner.
• Used a laptop daily for work.
• Maintained detailed records of each batch, ensuring traceability and regulatory compliance.
• Understood how to look up necessary documents, print, and copy.
• Attended all trainings, kept training up to date, and attended all required meetings. Streamlined tax form processing by batching submissions, achieving substantial improvements in workflow efficiency.
• Analyzed and sorted complex tax documents, ensuring accuracy and compliance with IRS regulations.
• Fostered a supportive team environment by engaging with colleagues and management, enhancing overall productivity.
• Maintained meticulous records of processed forms, contributing to improved data integrity and faster retrieval.
• Implemented effective communication strategies using Outlook and Teams, facilitating better team collaboration and information sharing.
• Streamlined tax form processing by batching submissions, achieving substantial improvements in workflow efficiency.

• Used Microsoft Office.
• Sorted through multiple business tax forms.
• Batched forms together as per guidelines.
• Used a copy machine daily.
• Worked with co-workers, leads, and managers in a friendly and professional manner.
• Used a laptop daily for work.
• Understood how to look up necessary documents, print, and copy.
• Attended all trainings, kept training up to date, and attended all required meetings.

• Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
• Maintained confidentiality of sensitive information, adhering strictly to privacy policies.

• Used computer to enter individual taxpayers' tax information.
• Used email, Teams, and other chat programs.
• Used computer programs to enter tax information.
• Used copier/printer for work needs.
• Attended trainings, kept online trainings up to date, and attended mandatory meetings as needed.
• Worked with co-workers, leads, and manager as a team-player who can also work independently. Executed precise data entry for taxpayer information, ensuring accuracy and compliance, which facilitated timely processing of returns.
• Maintained organized digital records, streamlining retrieval processes and enhancing overall efficiency in handling taxpayer queries.
• Collaborated with team members to address challenges, fostering a cooperative environment that improved workflow and productivity.
• Participated in training sessions to enhance skills, demonstrating a commitment to personal development and the overall success of the team.
• Entered and maintained accurate data in company databases for operational efficiency.
• Executed precise data entry for taxpayer information, ensuring accuracy and compliance, which facilitated timely processing of returns.
• Reviewed documents for completeness and accuracy, ensuring compliance with established protocols.

• Observed and monitored clients in a psychiatric treatment center.
• Completed daily paperwork on each client responsible for.
• Verbally communicated with coworkers, nursing staff, supervisor, and other treatment staff daily about clients, workday shift change information, and additional private medical information protected by HIPAA laws.
• Maintained awareness of personal and private information each client had that was protected by medical and legal law.
• Considered various circumstances under which clients may be admitted, especially since all clients were minors, and maintained privacy. Ensured a safe environment by closely monitoring clients, leading to enhanced treatment effectiveness and client well-being.
• Conducted thorough assessments of client needs, facilitating tailored interventions that improved overall treatment outcomes.
• Engaged in daily communication with multidisciplinary teams, fostering a unified approach to client care and promoting shared understanding.
• Executed meticulous documentation of client progress, ensuring compliance with HIPAA regulations and enhancing care continuity.
• Developed individualized care plans based on client observations, leading to noticeable improvements in treatment adherence and client satisfaction.
• Ensured a safe environment by closely monitoring clients, enhancing treatment effectiveness and overall well-being.