contact representative gs 0962 08 resume example with 5+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Support day-to-day program operations with expertise in internal & external customer service and records management. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in working under pressure and in stressful situations.
Skills
Microsoft Office, Outlook, Excel, Edge, PDF, PowerPoint/TEAMS/SKYPE
10+ years of progressive Customer Service
Time Management & Problem Resolution
Empathize & de-escalate hostile, suicidal & somber clients from various backgrounds
Scheduling and Appointment Setting
Preparing Course Materials, Training Materials and Documentation
Employee Performance Reviews
Individualized Instruction, (OJI)
Work History
10/2017 to CurrentContact Representative GS-0962-08Pma Usa | , , Memphis, TN
Interview taxpayers with multitudes of inquiries to provide resolution at initial call.
Utilize Command codes to perform and apply accurate IRM research to adjust 1040X & DUPF cases through CIS inventory for refunds, balances, ITIN to SSN, separate to joint, Manual refunds for decedent accounts, etc.
Prioritize workload with effective time management skills to complete multiple tasks with set, sequential, competing and/or changing deadlines & complete weekly statute search and aged listing reports
Developed instructional methods, course materials, & training aids for Day of Training activities for customer service. Orchestrated curriculum & instruction for “Phone” training topics. Provided technical oversight and guidance on IRM based material and created interactive media to train employees.
Engaged in learning and development opportunities to promote continued performance improvement through ITM, SABA & Linked in learning courses.
Led specific topics during Day of training meetings.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of tax laws and creating welcoming, positive experiences to promote willful compliance.
Self-motivated, with strong sense of personal responsibility
Evaluated quality review errors for the team. Verified accuracy and identified errors in CER reviews. Provided IRMS/procedures to rebut inaccuracies & challenge CER.
11/2019 to 09/2021Intake Advocate, CCI, GS-0503-07Taxpayer Advocate Service, TAS | , , Memphis, TN
Utilized Internal Revenue Manual (IRM), Internal Revenue Code (IRC), Correspondence Imaging System (CIS), Accounts Management System (AMS), Taxpayer Advocate Management Information System (TAMIS), CEAS, publications, etc. to assist internal & external customers.
Utilized Question Resolution Information System (QRIS) and Systemic Advocacy Management System (SAMS) to see if account issues have been addressed and to clarify procedures. Utilized PEARL for training resources.
Advised management of trends i.e., influx of similar cases in specific regions or specific errors) and Identified system complaints and problems in relation to web design, dropped calls & system transfer errors for resolution.
Advised individuals & organizations with clear, concise, correct information of TAS/IRS processes and time frames while they experienced legal, financial, physical or mental health concerns due to delayed refunds and complex account problems.
Addressed customer concerns, demonstrated empathy and realistic expectations for problem resolution.
Utilized applicable programs through electronic systems to collect data and document cases/resolution on daily EXCEL reports.
Conducted pre-screening/interview activities to confirm eligibility for TAS assistance.
Identified ineffective qualities in TAMIS and recommended solutions for improvement through SAMS to promotes innovative methods /technologies & approaches.
Composed meeting minutes and documented key topics, trends in team errors, areas for improvement in training/quality for weekly meeting.
Evaluated quality reviews for accuracy and identified errors in rated reviews. Provided IRMS/procedures to rebut inaccuracies.
Led specific topics during conference calls.
12/2015 to 11/2016Insurance Sales AgentDirect Auto & Life Insurance | , , Memphis, TN
Scheduled appointments and coordinated in-person and/or phone meetings to discuss client needs.
Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations to build lasting relationships.
Conducted annual reviews of existing policies to update information, provide feedback on effectiveness of current policies and options for enhancement to prevent lapses in coverage.
Created opportunities for outreach in communities by building rapport with other local businesses, cross marketing and creating customer focused events that allowed small business owners to offer products/services and to leave business cards to help circulate awareness and revenue in communities that we serve.
Evaluated new hires on office policy & procedures, electronic system navigation, phone etiquette, vehicle inspection, ancillary products, payments, quoting, and policy writing & provided feedback. Analyzed the most common error of trainee and provided helpful guidance to prevent future mistakes.
Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
Education
Expected in 05/2006 to to High School Diploma | Whitehaven High School, Memphis, TNGPA:
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