Okeoghene Musa

• Assisted customers with inquiries and resolved issues efficiently.
• Provided product information and educated members on health plans.
• Collaborated with team members to enhance service delivery processes.
• Maintained accurate records of customer interactions using CRM software.
• Adapted to changing policies and procedures while maintaining service quality.
• Streamlined communication between departments to improve response times.
• Analyzed customer feedback to identify areas for improvement in services.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Analyzed customer service metrics to identify trends and develop strategies for improvement.
• Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.

• Prepared and reviewed individual and business tax returns for accuracy and compliance.
• Assisted clients with tax inquiries, providing clear explanations of tax laws and regulations.
• Conducted thorough research on tax-related issues to support client needs and resolve discrepancies.
• Utilized tax software to streamline filing processes and improve overall efficiency in return preparation.
• Delivered high-volume tax services aligned with TurboTax and H&R; Block operational standards.
• Reviewed and analyzed client data and accurately prepared income tax returns and tax research.
• Maintained detailed records of client interactions and transactions, ensuring the highest level of accuracy and confidentiality.
• Developed strong relationships with clients through consistent communication regarding their unique needs and goals related to taxation matters.
• Assessed client tax situations to determine best filing options.
• Analyzed financial records to verify accuracy of tax returns.

• Supported senior associates in preparing federal and multi-state tax returns.
• Conducted tax research and documented findings for internal review.
• Prepared workpapers, schedules, and reconciliations supporting tax filings.
• Assisted with extensions, amended returns, and client correspondence.

• Assisted in resolving client issues related to tax filings and documentation requirements.
• Participated in training sessions to enhance knowledge of evolving tax laws and best practices.