CANDANCE MULLEN

Client: Intuit | Tax Associate ● Assisted taxpayers with preparation and filing of federal and state individual income tax returns (Form 1040)using TurboTax. ● Provided guidance on entering and reviewing tax documents including W-2, 1099-NEC, 1099-R, 1099-DIV, 1099-B, 1099-G, and Schedule K-1. ● Supported customers with tax deductions and credits, including standard deduction vs itemized deductions, SALT deduction limitations, Child Tax Credit (CTC), and Earned Income Tax Credit (EITC). ● Assisted self-employed taxpayers with Schedule C income, contractor payments, and deductible business expenses to ensure accurate reporting of net profit and self-employment tax. ● Guided taxpayers through capital gains reporting, retirement distributions, and rollover transactions related to Forms 1099-R and investment income. ● Helped resolve multi-state filing issues, residency allocation, and state tax withholding discrepancies. ● Diagnosed and resolved tax software errors, calculation discrepancies, and return validation issues within TurboTax. ● Explained refund adjustments, tax liability changes, and IRS filing requirements in clear language to improve taxpayer understanding. ● Maintained detailed case documentation and compliance records while providing high-volume support during peak tax season. ● Ensured adherence to IRS guidelines, tax regulations, and data privacy standards while assisting customers with sensitive financial information.

JDA TSG

● Utilized the Multimango platform to train and validate AI models through comprehensive data annotation and testing projects. ● Conducted photo comparison tasks, selecting edited images that most accurately matched the original photos to ensure visual accuracy and quality control. ● Completed puzzle-solving and logic-based assignments to support AI pattern recognition and decision-making model development. ● Created mock conversations and detailed written descriptions for tripod photo and video content to improve AI contextual and conversational understanding. ● Performed entity tagging within video stills, labeling products, people, and landscapes for enhanced object and scene recognition accuracy. ● Executed video annotation projects, producing scene descriptions and AI-generated dialogue outputs to train multimodal learning models. ● Conducted voice transcription and audio labeling, breaking recordings into segments by pauses, breaths, tone, accent, speaker count, and nonverbal vocalizations to refine speech recognition systems ● Conducted quality assurance audits on completed AI annotations to verify accuracy, compliance, and adherence to project standards. ● Reviewed, evaluated, and validated data labels using established QA guidelines to ensure high-quality training data. ● Identified annotation errors, inconsistencies, and quality issues, providing corrective feedback to improve overall dataset integrity. ● Applied QA methodology to assess annotation performance and support continuous improvement of labeling workflows.

RWS Contract

Client: Wolters Kluwer | Quality Analyst ● Create and execute detailed tax return scenarios in TaxWise to evaluate software functionality, calculation accuracy, and multi-state integrations. ● Utilize Microsoft Azure to record testing results, run queries, track task completion, and upload defect documentation; collaborate with Tax Analysts on issue resolution and retesting of corrected scenarios. ● Use HCL Notes and the integrated calendar system to download testing forms and instructions, assign tasks, record comments on defects, coordinate communication with Tax Analysts, and manage PTO or staff availability tracking. ● Employ Draftable to compare and verify documentation updates, generating side-by-side change reports and version summaries in both PDF and Word formats to ensure consistency and accuracy.

Axelon

● Determining EIN filing requirements. ● Demonstrating knowledge of business income tax filing to be submitted for review. ● Reviewing tax documentation from taxpayers to be submitted for processing. ● Processed and reviewed federal tax documents under IRS compliance standards. ● Investigated and corrected filing errors, missing documentation, and taxpayer data discrepancies. ● Communicated with internal departments and taxpayers to resolve outstanding issues efficiently. ● Handles 50+ inbound calls daily assisting taxpayers with account inquiries, payment plans, and IRS notices. ● Resolves discrepancies in tax documents while ensuring compliance with IRS confidentiality standards. ● Educates taxpayers on available IRS online resources and filing options. ● Documents all interactions in the IRS database, maintaining accuracy and completeness for audit purposes. ● Maintains a 95% satisfaction rating based on caller feedback. ● Utilizes AMS to track taxpayer information. ● Utilizes IDRS to access taxpayer accounts and to monitor collections and audits, along with ENMOD, TXMOD, CFOL, and RTVUE.

United States Department of Treasury / I.R.S.

● Managed claims and verified check authorization status for procedures. ● Utilized Avaya software to track customer information. ● Assisted members with claim status, coverage inquiries, and explanation of benefits (EOBs). ● Resolved escalated issues including denied claims, prior authorizations, and out-of-network billing. ● Communicated with providers and internal departments to verify claims data and expedite resolutions. ● Handled escalated calls involving benefit clarification, denied claims, and system access issues. ● Participated in Agile standups as the voice of customer support in product discussions.

Anthem Blue Cross BlueShield

● Delivered front-line support for TurboTax customers, assisting with filing issues, navigation, and tax-related questions. ● Maintained high call/chat volume while ensuring customer satisfaction through clear, empathetic communication. ● Utilized internal CRM and troubleshooting tools to document, escalate, and resolve complex tax inquiries. ● Sales & use tax regulations ● Calculated sales & use tax on state returns

Intuit TurboTax

Client: AT&T | Technical Analyst ● Utilized Salesforce to track customer information. ● Delivered excellent customer experience while assisting with reward redemption. ● Provided accessible information on self-help tools. ● Troubleshooting internet, TV, and email issues with proficiency. ● Resolved over 25 technical tickets per day, focusing on system errors, software glitches, and network connectivity for over 1,000 end users. ● Administered Active Directory including account creation, password resets, and group policy updates. ● Diagnosed and resolved issues with VPNs, printers, VoIP systems, and remote desktops. ● Collaborated with infrastructure and software development teams on issue escalation and resolution. ● Created over 50 how-to guides and knowledge base articles to streamline onboarding and user education. ● Utilized Oracle to show KPI statistics

Sutherland Global Call Center

Client: TD Bank | Financial Service Specialist ● Supported cardholders and clients in navigating loyalty platforms for point redemptions, travel bookings, merchandise, and cash-back rewards. ● Processed REO transactions with 100% accuracy while adhering to regulatory guidelines and partner-specific program rules. ● Investigated and resolved redemption discrepancies, catalog issues, and system errors using CRM tools and internal platforms. ● Partnered with technical teams to identify bugs or user interface problems affecting the loyalty experience. ● Maintained a customer satisfaction score exceeding 95% over the final 12 months.

TSYS

Client: Xfinity | Technical Analyst ● Provided instructions to assist customers with internet and email issues. ● Delivered accessible information on self-help tools. ● Educated customers on preventable measures. ● Supported local and remote users with workstation setup, OS installation, and peripheral configuration. ● Diagnosed hardware issues and coordinated repairs or replacements. ● Administered Office 365 including email setups, MFA, and Teams support. ● Monitored help desk metrics and reduced average ticket resolution time by 22%. ● Trained new hires on IT policies, security best practices, and basic troubleshooting.

Support.com

Client: AT&T | Customer Service Representative ● Assisted customers with billing concerns. ● Delivered exceptional customer service.

Afni Inc

● Prepared and reviewed individual and small business tax returns using Drake Software and QuickBooks. ● Assisted clients with understanding tax credits, deductions, state family disability plans, and refund expectations. ● Maintained detailed records, ensured compliance with state/federal tax regulations, and provided professional in-person support during peak season.

Liberty Tax

Certified ScrumMaster (CSM)

Scrum Alliance

Splunk SIEM

Think Cloudly