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Contact Representative Resume Example

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CONTACT REPRESENTATIVE
Summary

Personal, friendly and solution-oriented Contact Representative versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.

Skills
  • Call center operations
  • Call control skills
  • Report preparation
  • Data entry
  • Quality assurance controls
  • Communicating with clients
  • Training and development
  • Call documentation skills
  • Proficiency in Microsoft Word, Powerpoint and Excel software
  • Performance monitoring
  • Account updating
  • Analytical abilities
  • Payment processing
  • Prospecting skills
  • System documentation
  • Resolving issues
Experience
Contact Representative / Company Name - City, State11/2016 - Current
  • Federal job providing technical assistance to individuals via telephone interaction in a dynamic call center environment.
  • Use of comprehensive knowledge to apply the methods, precedents, and guidelines related to individual tax law, the IRM, the IRC, IRS collection techniques and enforcement actions, regulations, practices, tax forms, notices, and bills to fully advise the taxpayer of options available for meeting tax obligations.
  • Developed solutions to problems for which no instructions exist and provides information to assist individuals in understanding the full range of alternatives available and repercussions.
  • Addresses wide range of Taxpayer issues/problems that require unique solutions.
  • Secures, analyze and protect sensitive tax payer's personal and financial information.
  • Develops, analyzes and evaluates information involving the research of computerized records by accessing multiple online/database systems.
  • Used the knowledge of, and skill, in utilizing inventory management procedures to control casework and conduct research.
  • Skilled in using interviewing techniques to obtain and exchange information under sensitive conditions, e.g., reporting and disclosure requirements.
  • Develop, analyze and evaluate information involving the research of records and the nature of each inquiry to fulfill regulatory requirements.
  • Uses the knowledge of, and skill, in reviewing technical information updates in order to maintain a current knowledge of tax law and internal processing procedures.
Assistant Store Manager / Company Name - City, State11/2011 - 10/2014
  • Assisted Store Manager with providing a strong leadership presence and control in store
  • Consistently created a welcoming environment for customers by greeting and assisting; as well as quickly responding to customer inquiries and needs.
  • Demonstrated desired behaviors for staff including driving sales, handling difficult and/or complicated sales, cash management, inventory, and follow-up with customers.
  • Identified opportunities to drive traffic into the store through community events.
  • Assisted Store Manager in partnering with corporate office personnel to increase sales, drive/promote merchandise categories, and expand markets.
  • Leveraged individual staff strengths, and creates developmental plans to prepare all level positions for future growth within the organization.
  • Planed, coordinated, and executed all Merchandise Calendar direction, campaigns, and sales promotions in a timely manner.
  • Reviewed staff job results to help develop and implemented new training.
  • Created work order in the computerized system to track status of completed work.
  • Controlled inventory stock levels and reordered as necessary within budget.
  • Enforced all company policies and procedures, including health, safety, and security.
  • Managed and controlled shrink.
  • Helped customers by providing information; answering questions; obtaining merchandise requested; completing payment transactions; preparing merchandise for delivery.
  • Prepared sales and customer relations reports by analyzing and categorizing sales information; identifying and investigating customer complaints and service suggestions.
  • Prepared reports by collecting, analyzing, and summarizing information.
  • Utilized time management skills to maintain workload and achieve production goals/service objectives.
Management Trainee / Company Name - City, State06/2010 - 06/2011
  • Managed shipping/receiving and inventory levels over $200,000.
  • Managed accounts payable including the resolution of invoice discrepancies.
  • Created, captured and executed sales leads by developing marketing plans to support the sales team.
  • Utilized various word processing advanced software functions daily to complete work assignments (i.e.Microsoft Office products such as Word, Excel, powerpoint, and Outlook)
  • Supported project managers by assessing the needs of their clients and providing them with the foundation to exceed their client's expectations.
  • Reported industry trends, competitive pricing and customer feedback to management.
  • Performed general mail handling including sorting, tracking, opening, scheduling, and routing of local packages and files.
  • Collaborated with Outside Sales to ensure customer satisfaction.
  • Obtained orders by answering telephone calls, verifying and entering items, transferring orders to fulfillment, explaining stock-outs and expected delivery dates.
Child Protective Investigator / Company Name - City, State01/2008 - 01/2010
  • Conducted investigations regarding allegations of abuse, neglect, abandonment and/or special conditions for children and documented investigative findings in a report.
  • Collected information through observation and interviews with the children, parents, relatives, neighbors, and other parties associated with the case, as well as analysis of criminal, past service history and other records
  • Collaborated with lawyer to help prepare documents to take the case to trial.
  • Maintained and destroyed records in accordance with security requirements.
  • Managed and resolved conflicts, grievances, confrontations and disagreements of clients to preserve the family.
  • Assessed danger threats, child vulnerabilities and caregiver protective capacities in order to determine whether a child is safe or not safe.
  • Managed and modified safety plans as necessary during the course of the investigation
  • Provided written present and impending danger assessments
  • Presented safety plan and impending danger assessment at case management case transfer staffing and participates in discussion as to recommended follow-up actions
  • Provided families with services linkages to agency and community resources based on needs assessment and provided recommendations for development of case plan to Case Manager
  • Prepared appropriate reports/documentation in coordination with Children's Legal Services and provides testimony in court
  • Maintained thorough documentation in the client records/appropriate information system(s) and maintains organized client files
  • Reported indication of abuse, neglect and/or abandonment to the Florida Abuse Hotline
  • Ensured effective communication with deaf or hard-of hearing customers or companions in accordance with the ADA and/or Section 504 and managed service records and reported this data and any resources and/or training needs to their designated program point of contact.
Education and Training
Florida Agricultural and Mechanical University - - City, State, United States2007Bachelor's Degree
Bachelor of Science: Business Administration, Human Resource Management
Certifications
  • State of Florida
  • Certified Child Protective Investigator
  • Child Protection Professional National Registry of Food Safety Professionals
  • Food Safety Manager
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Resume Overview

School Attended

  • Florida Agricultural and Mechanical University

Job Titles Held:

  • Contact Representative
  • Assistant Store Manager
  • Management Trainee
  • Child Protective Investigator

Degrees

  • Florida Agricultural and Mechanical University - - City, State, United States 2007 Bachelor's Degree
    Bachelor of Science : Business Administration, Human Resource Management

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