Annie Joshua
Prentiss
Summary
Customer service professional with extensive experience in high-volume call environments and tax preparation. Demonstrates strong problem-solving skills, ensuring compliance and accuracy in transactions while consistently enhancing customer satisfaction through effective communication and conflict resolution.
Overview
7
7
years of professional experience
Work History
Tax Associate
Concentrix
01.2026 - Current
- Assisted in preparing individual and business tax returns for clients.
- Organized client documentation to ensure accurate tax filing processes.
- Researched tax regulations to stay updated on compliance requirements and changes.
- Communicated with clients to gather necessary financial information and clarify queries.
- Researched complex tax issues using various resources such as the Internal Revenue Code, Treasury Regulations, court cases.
- Answered questions from clients regarding their specific tax situation.
Sales Associate
Dollar General Store
Prentiss
05.2022 - Current
- Maintained store cleanliness and organized merchandise displays.
- Operated cash register, processed transactions, and handled returns.
- Stocked shelves and ensured inventory was properly displayed.
- Conducted regular inventory checks to monitor stock levels.
- Helped customers find specific products, answered questions, and offered product advice.
- Greeted customers and provided exceptional customer service.
Customer Experience Associate I
Conduent Call Center
10.2024 - 12.2025
- Managed high-volume inbound and outbound calls, assisting clients with account issues, mobile app access, and transactional disputes.
- Resolved complex inquiries with a focus on customer satisfaction and long-term account retention.
- Educated clients on account activity, status, and reasons for transaction failures, ensuring clear and transparent communication.
- Facilitated onboarding of new Direct Express users, including identity verification, app support, and password resets.
- Used CRM software to accurately document interactions, identify trends, and escalate urgent issues to the appropriate departments.
- Maintained composure during escalated calls, successfully de-escalating challenging customer situations and improving loyalty.
Customer Service Representative
Maximus Call Center
06.2021 - 08.2023
- Supported Medicare and Marketplace customers through complex account inquiries, plan selection guidance, and issue resolution.
- Managed escalated Tier 2 calls involving plan terminations, misrepresentations, and broker disputes, ensuring compliance and customer trust.
- Processed enrollment updates, including changes to income, address, and household size - enhancing account accuracy and customer satisfaction.
- Delivered clear explanations of claims, premiums, and coverage options, helping customers make informed decisions.
- Maintained accurate records across dual-monitor systems and CRM platforms to ensure timely issue resolution and compliance.
- Consistently met performance targets for call resolution time, accuracy, and service quality.
Customer Support Specialist
Walmart
04.2019 - 06.2021
- Delivered high-touch customer support across phone, email, and live chat channels, resolving product and service issues quickly.
- Built strong rapport with customers, increasing satisfaction and generating repeat business through personalized service.
- Identified customer pain points and worked cross-functionally with internal teams to enhance processes and eliminate service bottlenecks.
- Utilized internal systems to track cases, maintain documentation, and ensure service level compliance.
- Recognized for calm professionalism and ability to defuse tense customer interactions in a fast-paced retail environment.
Education
Associate's Degree - Medical Billing & Coding
Pearl River Community College
Poplarville, MS05-2021
Skills
- Tax Compliance
- Transaction Processing
- Medicare & Marketplace Knowledge
- CRM Software & Data Entry
- Call Handling & Escalations
- Account Management
- Technical Troubleshooting
- Conflict Resolution
- Customer Service & Support
Timeline
Tax Associate
Concentrix
01.2026 - Current
Customer Experience Associate I
Conduent Call Center
10.2024 - 12.2025
Sales Associate
Dollar General Store
05.2022 - Current
Customer Service Representative
Maximus Call Center
06.2021 - 08.2023
Customer Support Specialist
Walmart
04.2019 - 06.2021
Associate's Degree - Medical Billing & Coding
Pearl River Community College