Jessica Wilkerson

• Managed the daily operations of the company, ensuring that all departments (tax preparation, customer service, marketing, finance, IT, etc.) are aligned with the company's objectives and operate efficiently.
• Promoted and implemented the use of new technologies and digital tools to boost service delivery, increase efficiency, and maintain a competitive edge in the tax preparation industry.
• Identified and mitigated risks to the company, including financial, operational, reputational, and compliance risks.
• Developed a quality control department to monitor and evaluate operational performance metrics and make data-driven decisions to optimize efficiency by 100%.
• Provided expert advice to clients on various tax-related matters, such as deductions, credits, investments, retirement planning, and other financial activities with tax implications.

• Processed and applied customer payments (checks, ACH, wire transfers, and credit card payments) to the appropriate accounts.

• Researched and resolved discrepancies in cash application, collaborating with customers and internal teams as needed using Salesforce and Zuora Software applications.

• Monitored and reconciled unapplied cash, ensuring timely resolution of outstanding items.

• Worked closely with the accounts receivable team to maintain up-to-date customer accounts and assisted in collections activities.

• Prepared and maintained detailed cash application reports for management review.

• Supported month-end and year-end closing activities related to cash application.

• Assisted in managing delinquent and defaulted COVID-EIDL loans by coordinating repayment efforts and recommending appropriate actions.
• Worked with borrowers to explore available options, including loan modifications, deferments, or settlement agreements.
• Provided clear communication about liquidation policies, procedures, and consequences of default.
• Reviewed borrower financial statements, hardship claims, and supporting documents to assess their ability to repay.
• Maintained detailed and accurate records of borrower interactions, loan status updates, and resolutions in SBA systems.
• Protected sensitive borrower information by adhering to strict data security and confidentiality protocols.

• Developed and implemented optimized routing plans for transportation networks, delivery fleets, and telecommunications systems to maximize efficiency and minimize costs.
• Utilized routing software and geographic information systems (GIS) to analyze current routes and identified areas for improvement.
• Analyzed large datasets including delivery schedules, driver performance, and geographic variables, to inform routing strategies.
• Ensured all routing strategies complied with company policies, local regulations, and safety standards.
• Acted as a liaison between technology teams and operations, ensuring routing tools and systems meet operational needs.

• Reviewed submitted claims to identify and correct errors, discrepancies, or incomplete information.
• Analyzed claim adjustments and ensured that all claims are processed accurately and in accordance with United Healthcare's policies and federal/state regulations.
• Investigated claim denials, adjustments, or discrepancies to determine causes and implement appropriate corrections.
• Communicated with providers, members, and internal departments to gather necessary information for claim resolution.
• Utilized knowledge of medical billing codes, CPT/ICD-10, and other relevant healthcare information to facilitate proper claim adjustments.

• Assessed and determined eligibility for public assistance programs, including but not limited to Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), and Medicaid
• Ensured that all activities comply with state and federal regulations, policies, and procedures governing public assistance programs
• Mentored and supported a team of caseworkers, advisors, and clerical staff by performing case audits, setting goals, and conducting performance evaluations
• Participated in training sessions and professional development opportunities to stay updated on program changes, policies, and best practices.