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Latoya Johnson

@latoyajohnson

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Veteran Service Representative with a Master’s degree in Criminal Justice.

United States

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What I'm looking for

I am seeking a customer service position where I can use my communication, problem-solving, and critical thinking skills to support customers and contribute to a positive experience. I am committed to delivering excellent support, resolving issues effectively, and helping build strong relationships between the company and its customers.

I hold a Master’s degree in Criminal Justice and have developed a strong background in case analysis, legal research, regulatory compliance, and decision-making. Throughout my career, I have gained extensive experience evaluating complex claims, interpreting laws and policies, and delivering high-quality, accurate determinations in a fast-paced environment. I am highly skilled in critical thinking, written and verbal communication, and managing sensitive or confidential information with professionalism and integrity.

My interests include continuing to grow in areas related to legal analysis, compliance, investigations, and public service. I am passionate about helping organizations make informed, fair decisions and about contributing to missions that serve the community. I take pride in my attention to detail, strong work ethic, and commitment to continuous learning and improvement.

Experience

Work history, roles, and key accomplishments

Current

Veteran Service Representative

Current

Veteran Benefits Administration

Feb 2022 - Present (3 years 5 months)

As a Veteran Service Representative, I determine eligibility for benefits, review claims, and mentor other representatives. I also evaluate disabilities and manage cases involving vulnerable populations, ensuring compliance with VA laws.

Eligibility Determination Claims Review VA Laws Electronic Data Processing Mentoring Disability Evaluation Case Management Customer Service Problem Solving

Tax Examiner Technician

Internal Revenue Service

Aug 2021 - Feb 2022 (6 months)

In my role as a Tax Examiner Technician, I resolved taxpayer inquiries, managed sensitive cases, and computed taxes, penalties, and interest. I provided guidance on tax returns and enforcement actions.

Tax Preparation Case Management Tax Compliance Customer Service Problem Solving Communication Financial Analysis Conflict Resolution

Energy Assistance Worker

Commonwealth of Pennsylvania

Nov 2019 - Aug 2021 (1 year 9 months)

As an Energy Assistance Worker, I interviewed applicants for financial assistance programs, gathered evidence for eligibility, and provided referrals to low-income individuals in crisis.

Interviewing Eligibility Assessment Financial Assistance Crisis Management Evidence Gathering Customer Service Communication Problem Solving Evidence gathering

Head Housekeeping Supervisor

S & B Organic Cleaning

Apr 2013 - Nov 2019 (6 years 7 months)

As Head Housekeeping Supervisor, I coordinated daily operations, supervised staff, and developed incentive programs to enhance performance and customer satisfaction.

Team Coordination Staff Supervision Performance Management Customer Satisfaction Problem Solving Training Scheduling Operations Management

Receptionist

PC Taxes

Jan 2006 - Apr 2013 (7 years 3 months)

In my role as a Receptionist, I provided administrative support to tax professionals, managed correspondence, and prepared documentation for meetings, ensuring smooth office operations.