I'm hard working, self-motivated and ambitious Customer Service Manager experienced with managing complex projects and driving productivity improvement.
Additionally, I have exceptional customer care professional skills and address inquiries and resolve problems as they arise. I am a customer service professional dedicated to effective team management and customer satisfaction.
Effective problem solver
MS Office expert
Effective workflow management
Exceptional interpersonal communication
Adherence to high customer service standards
Exceptional telephone etiquette
Customer Service/Tax AnalystDecember 2009 to July 2013 Georgia Department of Revenue - Atlanta, Georgia
Effective liaison between customers and internal departments.
Gather and analyze research data, such as statutes, decisions, and legal articles, codes, and documents.
Proficient research on Lexis Nexis/Accurint databases.
Meet with clients and other professionals to discuss details of case.
Maintain specific records for each case.
Check tax forms to verify that names and taxpayer identification numbers are correct, that computations have been performed correctly, or that amounts match those on supporting documentation.
Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend.
Managed work flow to exceed quality service goals.
Maintained up-to-date knowledge of product and service changes.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Maintained accurate records of past due customer account activity.
Devised and published metrics to measure the organization's success in delivering world class customer service.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Facilitated inter-departmental communication to effectively provide customer support.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Customer Service RepresentativeNovember 2007 to November 2009 Georgia Perimeter College - Clarkston, Georgia
Maintained accurate records of student account activity.
Solved unresolved student account issues.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Customer Service RepresentativeAugust 2004 to February 2008 Spelman College - Atlanta, Georgia
Maintained accurate records of student accounts.
Mercer UniversityMay 2013Atlanta, Georgia Bachelor of Science: Social Science Public Service
The University of GeorgiaMarch 2014Atlanta, Georgia Paralegal Certificate Program:
AMERICAN MILITARY UNIVERSITYCurrentCharlestown, West Virginia Master of Arts: Legal Studies
Successfully recruited and trained more than 10 new customer service representatives.