AMBER T. ELLIOTT
Northfield,OH
Summary
Dedicated Contact Representative specializing in the Wage & Income Division, with over seven years of customer relations experience. Quick learner with proficiency in a host of CRM applications, eager to learn new software relevant to position. Excellent teamwork and communication skills, capable of adapting to work environment and completing difficult tasks.
Overview
8
8
years of professional experience
Work History
Contact Representative GS-0962-07/1
Department Of Treasury, IRS
08.2022 - Current
- Instrumental in assisting taxpayers with a range of issues inclusive of bankruptcies, innocent spouse determinations and varied sources of income. Helping them to understand and meet their tax responsibilities by thoroughly researching taxpayers individual accounts while following federal guidelines to ensure complete accuracy
- Negotiate agreements and payment options for delinquent taxpayers to resolve any unpaid balances, resulting in the protection of government interest and funds
- Thoroughly examine taxpayer's legal documents and adjust when necessary to find a solution to complex issues and determine the correct course of action.
- Collaborated with cross-functional departments to identify opportunities for improvement and increased efficiency throughout database
PSE Clerk GS-7001-061
United States Postal Service, USPS
08.2021 - 08.2022
- Provided great customer experience by greeting and interacting with customers, helping with products, sales and promotions
- Assisted Postmaster with resident inquiries in a timely manner. Demonstrating the ability to solve problems and address conflict.
- Handled and processed over 200 customer purchases and returns of products per day
- Enhanced customer satisfaction rates through detailed analysis of customer feedback
Coordinator
TJX Companies
08.2017 - 08.2021
- Coordinated and supervised daily operations of a 10-person team. Ensuring successful completion of all assigned tasks
- Coached sales team associates on new sales strategies, while implementing advertising tactics to boost store sale revenue
- Developed single point lessons for new and current employees. Providing up-selling strategies such as recommending accessories and complementary purchases to boost revenue
- Trained and developed new sales team associates in products, selling techniques and company procedures
Safety Telephone Operator
City Of Cleveland..
06.2020 - 01.2021
- Improved call flow by 17% through properly directing inbound calls in the queue
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments
- Relayed pertinent information to first responders via Computer Aided Dispatch program, telephone calls and radio responses
Education
Bachelor of Science - Cyber Criminology
Kent State University
Kent, OHAssociate of Arts - General Studies
Cuyahoga Community College
Cleveland, Ohio12.2020
Skills
- Cisco Finesse
- Accounts Management System
- Integrated Data Retrieval System
- Data Analytics
- CRM Software
- Integrated Automation Technologies
- Database Management
- Microsoft Proficient
Timeline
Contact Representative GS-0962-07/1
Department Of Treasury, IRS
08.2022 - Current
PSE Clerk GS-7001-061
United States Postal Service, USPS
08.2021 - 08.2022
Safety Telephone Operator
City Of Cleveland..
06.2020 - 01.2021
Coordinator
TJX Companies
08.2017 - 08.2021
Associate of Arts - General Studies
Cuyahoga Community College
Bachelor of Science - Cyber Criminology
Kent State University
Education & Certifications
true