Alexandrea Cash
Summary
To seek and maintain a full time position within an established organization that offers professional challenges utilizing interpersonal skills, time management and will lead to a lasting relationship in the field of Business, Advocacy and Customer Service.
Overview
17
17
years of professional experience
Work History
Contact Service Representative
Department Of Treasury, IRS
Cleveland, OH
08.2022 - Current
- Receive incoming calls assisting taxpayers with accounts regarding tax returns, refunds, account balance, notices and forms.
- Respond to customer calls to answer questions about products and services.
- Adhere to company policies and scripts to consistently achieve call-time and quality standards.
- Identifies and resolves problems.
- Sought out extra training opportunities to enhance customer relationship management abilities via ITM courses.
- Assist callers with credit transfers.
Customer Service Email Specialist
Equity Trust Company
Westlake, OH
09.2015 - 08.2022
- Worked as a help desk liaison communicating with Clients, Account Advisors, Beneficiaries, Investors and Power of Attorney's via email.
- Answered live online chats to give quick answers and solve problems faster.
- Evaluated financial conditions, business integrity to help manage retirement funds.
- Administered agreements to ensure compliance with applicable laws, regulations and policies.
- Processed Credit Card Payments for Annual Fees.
- Conducted customer service training sessions for new team members.
- Verified Investment transactions for Real Estate, Promissory Notes, Mutual Funds, Tax Liens and Capital Calls.
- Trained/assisted clients on the myEQUITY web portal.
- Made Outbound Calls and assist with Inbound Call Center.
- Provided follow-up on client concerns, account issues and transactions.
- Assisted Operations Department with staying current on workload.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Developed customer service processes to improve customer satisfaction.
- Generated reports and tracked customer service metrics on daily basis.
- Collaborated closely with cross-functional departments to deliver high customer satisfaction.
Child Support Data Entry Officer
Lorain County Jobs & Family Services
Elyria, OH
06.2014 - 09.2015
- Completed child support, spousal support, adoptions, foster case orders.
- Copied, filed, and faxed orders for courthouse and private motions.
- Maintained files, records and chronologies of entry activities.
- Completed data entry tasks with accuracy and efficiency.
- Sent completed entries for evaluation and final approval.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Organized, sorted, and checked input data against original documents.
- Secured and protected data from unauthorized access by complying with security protocols.
Emergency Services Advocate II
Lorain County Community Action Agency
Lorain, OH
10.2007 - 06.2014
- Perform cost/price analysis of applications. Processed applications and collected required paperwork to help individuals register for supportive services.
- Assisted in the preparation of all documentation required for financial assistance awards.
- Maintained positive relationships with community and services that built and nurtured dynamic partnerships throughout the award process of which accomplished the programmatic mission.
- Ensured that accurate and complete data is entered into electronic data systems to determine eligibility for supportive services.
- Made referrals to appropriate services, following up to confirm patients received access to required care.
- Trained and supervised new intake staff to deliver high-quality client care.
Education
Bachelor of Fine Arts - Visual Communications
American InterContinental University
Hoffman Estates, Atlanta, IL, GA04.2011
Associates - Business Administration
Lorain County Community College
Elyria, OH05.2006
Skills
- Business Management
- Help Desk, Call Center, Customer Support and Service
- Trained in Salesforce and some Technical Troubleshooting
- 50 wpm typing speed
- Document and Records Management
- Policy and Procedure Adherence
- Complaint Handling and Resolving Issues
- Eligibility Determinations
- Microsoft Office, Word, Excel, PowerPoint
- Customer Data Confidentiality
Timeline
Contact Service Representative
Department Of Treasury, IRS
08.2022 - Current
Customer Service Email Specialist
Equity Trust Company
09.2015 - 08.2022
Child Support Data Entry Officer
Lorain County Jobs & Family Services
06.2014 - 09.2015
Emergency Services Advocate II
Lorain County Community Action Agency
10.2007 - 06.2014
Bachelor of Fine Arts - Visual Communications
American InterContinental University
Associates - Business Administration
Lorain County Community College