Kenise Joseph
Recent University Graduate
Clarksville,IN
Summary
Strong communication and interpersonal skills, demonstrated by successful collaboration with diverse stakeholders. Proactive approach towards customer relationship management, resulting in high customer satisfaction and retention. Ability to translate technical findings into actionable business strategies. Proficiency in delivering precise and understandable presentations to various stakeholders. Experienced in identifying and implementing process improvements within cross-functional teams. Skilled at onboarding and training new customers, ensuring smooth adoption of company products and services. Track record of effective collaboration with partners to deliver accurate and relevant analyses. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
6
6
Certificates
Work History
Tax Expert
Intuit
09.2022 - 04.2023
- Reconciled and produced federal and state tax documents for corporate, private business and customers.
- Managed tax submissions and made sure all information complied with regulations.
- Maintained thorough and current understanding of applicable tax laws.
- Worked with individuals, trusts and companies to manage tax compliance and reporting needs.
- Collected and submitted required tax payments.
- Reviewed financial statements for accuracy and integrity.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
Operation Analyst/Compensation Analyst
FedEx
01.2022 - 12.2022
- Identified and analyzed project risks and developed mitigation strategies.
- Presented results of mathematical modeling and data analysis to management or other end users.
- Conducted research and analysis to develop model-based solutions to complex operational problems.
- Designed data optimization and interfaces for user interaction.
- Created models to forecast and predict quantitative and comparative evaluations of various business solutions.
- Excellent communication skills, both verbal and written.
- Proved successful working within tight deadlines and a fast-paced environment.
Technical Support Analyst
NextSource/Humana
04.2020 - 01.2022
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
- Analyzed massive quantities of deep-dive information for Big Data projects.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Patched software and installed new versions to eliminate security problems and protect data.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
Product Support Analyst
Apple
03.2017 - 01.2020
- Analyzed and applied technical information from interviews with engineers, operators and suppliers.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
Customer Success Manager
Intuit
02.2014 - 01.2017
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Created customer support strategies to increase customer retention.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Education
Bachelor of Science - Cellular Biology
University of Louisville
Louisville, KY 05.2019 - 05.2022
Bachelor of Arts - Communications
University of Louisville
Louisville, KY 08.2019 - 05.2021
Skills
Problem-Solving
Accomplishments
- Project Management Professional (PMP), Google
- Data Analytics, Google
- Data Analytics Power BI, Microsoft
- TECHNICAL DATA ANALYSIS SKILLS
- Development: Technical/NonTechnical Skills:
- Proficient in Python3, SQL, NumPy, Pandas, and Excel for data management and analysis
- Expertise in data visualization and data manipulation using Power BI and DAX functions
- Experienced in using data analysis libraries such as Matplotlib for effective data representation.
Certification
Project Management Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Microsoft Power App
01-2023
Tax Expert
Intuit
09.2022 - 04.2023
Data Scientist
09-2022
Operation Analyst/Compensation Analyst
FedEx
01.2022 - 12.2022
AWS
10-2021
Google Data Analytics
08-2020
Project Management Professional
07-2020
Technical Support Analyst
NextSource/Humana
04.2020 - 01.2022
Bachelor of Arts - Communications
University of Louisville
08.2019 - 05.2021
Power BI Dada Analysis
06-2019
Bachelor of Science - Cellular Biology
University of Louisville
05.2019 - 05.2022
Product Support Analyst
Apple
03.2017 - 01.2020
Customer Success Manager
Intuit
02.2014 - 01.2017
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