To obtain a secure position with professional growth in which I can utilize
my work experience and education to contribute to the organization.
Training and development
Customer Service Expert
Internal Revenue ServiceJacksonville, FLContact Representative12/2012 to 12/2014
Served as Contact Representative for the Internal Revenue Service in the
Balance Due Department:
Responsible for providing technical Balance
Due and Account Management services to over 200 taxpayers and/or businesses
primarily through telephone interaction in a dynamic call center environment on
a weekly basis.
Communicated orally to
provide information, assistance, and instruction to members of the general
public or their representatives pertaining to tax questions and/or obligations.
Provided authoritative tax law assistance and acted where needed to resolve
their tax issues, often involving delinquent situations.
analyzing the taxpayer's ability to pay, initiated liens, and negotiated
installment payment agreements.
Addressed wide range of issues/problems that
require unique solutions.
Secured sensitive personal and financial
information of all customers.
administrative and technical procedures using a computer to locate and review
records and reconcile discrepancies.
Periodically wrote correspondences in response to inquiries and drafted
a variety of other written products.
skill in working independently interviewing/counseling personnel to gathering
data to resolve issues.
Applied the tax code to assist taxpayers in
understanding and meeting their tax responsibilities.
Secured, analyzed, and protect sensitive
personal and financial information.
determinations and use sound judgment to resolve taxpayer disputes and
Identify what a
customers' needs were, and provided the best solution to resolve those
Regularly answered questions,
gathered nonsensitive information by telephone.
Routinely received formal
recognition for providing good service to customers.
Developed, analyzed, and evaluated information
involving the research of computerized records by accessing multiple
Learned organizational behavior and structure to
ensure work was efficient to accomplish administrative goals.
in an ever-changing high stress position. Able to shift through basic data to
collect permanent and factual information.
working relationships and team building to maintain a high morale.
Proven ability to communicate effectively
with co-workers and customers.
Successfully done work in a fast pace working
environment, assisting other employees to ensure quality service was provided.
accuracy, proper use of proven and acceptable techniques and practices and
overall compliance with instructions and organizational policies and manuals.
Advance Auto PartsOrange Park, FLSales Personnel06/2010 to 12/2012
Provided legendary customer service.
Executed operational excellence.
Completed action plans.
Columbia CollegeJacksonville, FLAssistant Director03/2008 to 08/2009
Monitored, developed, and executed the curriculum and academic program at
the local level.
Identified, nominated, and monitored adjunct faculty.
Conducted annual graduation ceremony at local site.
Actively pursued fund raising opportunities through the cultivation and
solicitation of alumni.
Developed and executed marketing plan.
Provided budgetary input to the Vice President for Adult Higher Education.
Columbia CollegeJacksonville, FLAcademic Advisor03/2008 to 03/2009
Ensured adequate student advisement.
Ensured availability of sufficient library resources.
Ensured adequate classroom and advising facilities.
Maintained and kept current student and adjunct faculty files and records.
Provided academic advising and other support functions to students.
Delivered sound academic advice to undergraduate students based on their
Coordinated with the Evaluation Department to ensure students receive
appropriate transfer credits.
Assisted in recruitment and
retention activities, through these efforts, student enrollment and graduation
numbers were increased.
Requested to take on additional responsibilities because of my ability to
manage my own work load effectively.
Effectively conducted face-to-face interviews with current and potential
Served as local college liaison with appropriate private, state and federal
Supervised staff personnel. Key player in keeping morale up, fostering team
spirit as a supervisor.
Increased graduation and enrollment numbers;
reduced dropouts and withdrawals numbers from previous years.
U.S. NavyMillington, TNHR Coordinator for the Yeoman Rating at Naval Personnel Command and Administrative Officer05/2002 to 12/2006
Directed all administrative and project support efforts for multiple sea
and shore commands.
Developed presentations and scheduled all executive-level meetings.
Directed day-to-day office operations, provided fundamental support to the
Commanding Officer and Director.
Oversaw administrative budget, to include accounts payable, receivable, and
payroll for shipboard personnel.
Prepared expense reports and credit card/bank reconciliations.
Compiled, copied, sorted, and filed records of office activities, business
transactions, and other activities.
Computed, recorded, proofread, and analyzed data and other information,
such as records or reports.
Typed, formatted, proofread, and edited correspondence, using Microsoft
Maintained Executives and organizations calendars, and arrange
Reviewed files, records, and other documents to obtain information to
respond to requests.
Provided expert advice to senior personnel on administrative processes and
requirements. Ensured accuracy of grammar, punctuation, spelling and format on
all prepared reports and office records.
Responsible for records and file management.
Expert on office machines, such as photocopiers and scanners, facsimile
machines, voice mail systems, and personal computers.
Answered multi-line phones, direct calls, and took messages.
Maintained filing, inventory, mailing, and database systems, both manually
or electronically using Microsoft excel.
Presented information at briefings of Sexual Harassment and other various
topics to all level of personnel.
Successfully written instructions and notices for others to follow.
Composed letters and reports containing several paragraphs for evaluations
reports, for outgoing correspondences in response to inquiries.
Responsible for proofreading and editing writing of others for content,
punctuation, spelling, and grammar.
Coordinator/Yeoman Enlisted Detailer:
Served as the Manpower Expert in the capacity as the Community Manger for
21 Navy Ratings an Enlisted Detailer for the Yeoman Rating. Managed, directed,
rated, evaluated, counseled, and trained over 1,500 enlisted personnel.
Matched skills and training of Sailors to specific job requirements.
Received favorable feedback for oral presentations given to senior
Successfully made personnel decisions to maintain good order and
discipline, suggested promotions, and continuation of service to ensure ratings
were 100 percent manned.
Approving and disapproving high year tenue request.
Trained staff in the use of office equipment resources. In addition to all
computer programs and software.
Developed a training manual to help co-workers complete the required
training. Developed Operational Procedure Manuals (OPMs) to assist co-workers to
better complete assignments.
Assigned to a workshop to devised a plan to better the current sea/shore
rotation for military members.
Received, and distributed incoming mail to the appropriate department
Responded appropriately and in a timely manner to incoming correspondence.
Made determinations and use sound judgment to resolve disputes and
Developed, analyzed, and evaluated information involving the research of
computerized records by accessing multiple online/database systems.
Recognized for the outstanding ability as Command Enlisted Warfare
Specialist Coordinator for training and working well in a group setting, requalifying,
and qualifying 90% of ship's members.
MBA:Business2009Webster University, Jacksonville, FL, USAManagerial Economics, Organizational Behavior, Staffing
and Selection, Advanced Corporate Finance, Managing Human Resource, Applied
Bachelor of Science:Criminal Justice Administration2006Park University, Millington, TN, USAAgency Administration, Writing Strategies and Concepts, Writing Competency
Test, Writing Purposes and Research, Career Counseling, Public Relations, Human
Resource Management, Automatic Data Processing, Record Management, Office
Administration, Human Relations, Interpersonal Communications.
Resigned from the Internal Revenue Service to care for both parents from
01/2015 to 01/2016.
Proficient in Microsoft Word, PowerPoint, Access, Outlook; Internet,
Windows 10, Facebook, LinkedIn, and Twitter.