Aja Sloan
Riverdale,GA
Summary
Dynamic customer service professional with extensive experience at the Internal Revenue Service, adept at resolving complex inquiries with empathy and precision. Skilled in CRM software and data entry, I excel in maintaining confidentiality while enhancing customer satisfaction through effective communication and active listening. Proven ability to navigate high-pressure environments with professionalism. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Internal Revenue Service
Chamblee, GA
09.2022 - Current
- The incumbent participates in on-the-job and classroom training to gain experience in providing a limited range of administrative and technical assistance to taxpayers
- Managed difficult customer situations with professionalism and empathy
- Look into penalties or interest due on late filings, amended returns, or underpayments
- Maintained strict confidentiality of client information and records with professional ethics standards
- Answered customer inquiries via phone, and paper
- Escalated issues that could not be resolved independently to supervisors or managers for further assistance
- Processed correspondences, and completed required documentation
- Navigated multiple computer systems and utilized search tools to find information
- Documented all call information according to standard operating policies and procedures
- Answered incoming calls to handle taxpayer concerns
Healthcare Customer Service Representative
Connexion Point
08.2022 - 09.2022
- Inbound calls, inquiries, and enrolling callers in healthcare insurance plans
- Updated records with details of customer interactions
- Verified patient demographic information and updated it in electronic health records
- Received and prioritized calls, routing information promptly to relevant recipients
Customer Service Representative
Hendall
04.2022 - 05.2022
- Outbound calls for FFS CAHPS completing surveys
Customer Service Representative
American Water
01.2022 - 03.2022
- Responded promptly to customer inquiries and addressed concerns effectively
- Maintained a high level of enthusiasm and motivation while consistently striving for excellence in job performance
- Opened and updated customer accounts with personal information, and payment methods
- Dealing with a high volume of inbound and outbound calls
- Handled caller needs for sales, service, and account problems
- Navigated multiple computer applications while conversing with customers
- Answered incoming calls about billing and payment concerns
- Resolved customer concerns, following internal database prompts and company scripts
- Answered incoming customer calls in timely and professional manner
- Maintained strict confidentiality of all sensitive customer information
- Assisted customers with inquiries, complaints, and technical issues
- Demonstrated excellent communication skills when interacting with diverse customers
- Resolved customer concerns by providing accurate information and effective solutions
Customer Service Representative
Duke Energy
05.2021 - 01.2022
- Responded promptly to customer inquiries and addressed concerns effectively
- Maintained a high level of enthusiasm and motivation while consistently striving for excellence in job performance
- Opened and updated customer accounts with personal information and payment methods
- Dealing with a high volume of inbound and outbound calls
- Handled caller needs for sales, service, and account problems
- Navigated multiple computer applications while conversing with customers
- Answered incoming calls about billing and payment concerns
- Resolved customer concerns, following internal database prompts and company scripts
- Answered incoming customer calls in a timely and professional manner
- Maintained strict confidentiality of all sensitive customer information
- Assisted customers with inquiries, complaints, and technical issues
- Demonstrated excellent communication skills when interacting with diverse customers
- Resolved customer concerns by providing accurate information and effective solutions
Customer Service Representative
Apple
08.2020 - 05.2021
- Participated in training and workshops to enhance skills and acquire resourceful tools
- Guided calls using excellent communication skills and a decisive approach
- Scheduled service maintenance for damaged hardware and software
- Diagnosed and resolved technical hardware and software issues
- Identified and resolved issues using software and hardware
- Guided users with troubleshooting using diagnostic tools
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
- Provided remote technical support to clients
- Escalated complex issues to higher-level support teams for resolution
Education
Business Essentials
DeVry University
Skills
- Mathematical reasoning
- Customer service
- Data entry
- Communication skills
- Time management
- Call handling
- Attention to detail
- Emotional intelligence
- Interpersonal skills
- Persistence
- Planning and organizing
- Reading comprehension
- Written communication
- Inbound and outbound calling
- Data entry and paperwork processing
- Active listening
- Technical support
- Typing proficiency
- CRM software expertise
- Documentation skills
- Microsoft Office proficiency
- Human Resources
- Documentation
- Case management
- Problem Solver
- Team Building
Languages
Advanced, English
Certification
- Business Essentials
Accomplishments
DELTA MU DELTA
THE NATIONAL SOCIETY OF LEADERSHIP AND SUCCESS
Languages
English
Native/ Bilingual
Timeline
Customer Service Representative
Internal Revenue Service
09.2022 - Current
Healthcare Customer Service Representative
Connexion Point
08.2022 - 09.2022
Customer Service Representative
Hendall
04.2022 - 05.2022
Customer Service Representative
American Water
01.2022 - 03.2022
Customer Service Representative
Duke Energy
05.2021 - 01.2022
Customer Service Representative
Apple
08.2020 - 05.2021
Business Essentials
DeVry University
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