Alissa Tumlin
Norcross,Georgia
Summary
Proven expertise in data entry and social perceptiveness highlighted through my tenure at the Internal Revenue Service. Excelled in achieving high satisfaction ratings by resolving taxpayer issues efficiently. Demonstrated ability to quickly adapt to new technologies and software, enhancing taxpayer relations and data analysis capabilities. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal professional relationships.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Contact Representative Grade 6 Step 1
Internal Revenue Service
06.2023 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Performed various clerical duties by filing and faxing documents and creating taxpayer databases.
- Sought out extra training opportunities to enhance taxpayer relationship management abilities.
- Achieved high satisfaction rating through proactive one-call resolution of taxpayer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Responded to taxpayer questions and helped individuals complete and file tax documentation.
- Set up payment plans and worked with delinquent taxpayers to resolve issues.
- Professionally negotiated and dealt with taxpayers in confrontational situations.
- Learned and adapted quickly to new technology and software applications.
- Gained extensive knowledge in data entry, analysis and reporting.
- Managed approximately 30 incoming calls, emails and faxes per day from taxpayers.
Contact Representative
Continuum Global Solutions
06.2020 - 11.2021
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Educated customers on company systems, form completion, and access to services.
- Responded to customer calls and emails to answer questions about products and services.
- Approved and terminated customer contracts upon request.
- Attended telephone skills and program information training sessions to boost aptitude.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Education
GED -
Youth Challenge Academy
Milledgeville, GA10.2017
Skills
- Data entry proficiency
- Social Perceptiveness
- Account updating
- Technical Support
- Call Control
- Customer Service
- Complaint resolution
- Data Gathering
- Database Research
- Record preparation
Accomplishments
- 100% taxpayer quality telecommunications procedure rating.
Certification
- CISCO - IT Fundamentals certification.
Timeline
Contact Representative Grade 6 Step 1
Internal Revenue Service
06.2023 - Current
Contact Representative
Continuum Global Solutions
06.2020 - 11.2021
GED -
Youth Challenge Academy