Andrew Graham Smith
Pittsburgh
Summary
Dynamic customer service professional with a proven track record at the IRS, adept at resolving complex inquiries and enhancing service processes. Recognized for exceptional problem-solving and communication skills, I effectively mentored staff and improved taxpayer satisfaction through thorough research and active listening. Proficient in data entry and committed to delivering outstanding client experiences.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
10.2017 - 10.2025
- Resolved complex taxpayer inquiries through effective communication and problem-solving strategies.
- Streamlined case management processes, improving response times for taxpayer assistance.
- Conducted thorough research on tax regulations to provide accurate information to clients.
- Mentored junior staff on customer service best practices and IRS protocols.
- Analyzed feedback from taxpayers to recommend improvements in service policies and procedures.
Mountain Ambassador
Seven Springs Mountain Resort
11.2014 - 03.2015
- Responsible for total guest satisfaction by assisting guests enjoy the outdoor activities at the resort.
- Supported attractions and activities while performing all duties as required.
- Monitor the safety of passengers while providing instruction and customer service in the safe loading and unloading of lifts; managed the speed of lift as needed.
- Adhered to all of the safety policies to prioritize and ensure guest and staff safety on a constant basis.
- Communicated with a variety of stakeholders in a resort environment.
Education
No Degree - Recreation, Park, And Tourism Management
Penn State University
University Park, PAAssociate of Science - Major: Arts And Sciences Minor: Business
Community College of Allegheny County
Pittsburgh, PA05-2019
Skills
- Successfully provided efficient customer service, technical and procedural information
- Maintained a high level of professionalism with clients and established rapport
- Addressed wide range of issues and problems that require unique solutions through various investigative techniques
- Recognized success through performance evaluations and commendations
- Demonstrated active listening, critical thinking, and professional telephone demeanor
- Established computer proficiency, data entry and customer satisfaction measurements
Timeline
Customer Service Representative
Internal Revenue Service, IRS
10.2017 - 10.2025
Mountain Ambassador
Seven Springs Mountain Resort
11.2014 - 03.2015
No Degree - Recreation, Park, And Tourism Management
Penn State University
Associate of Science - Major: Arts And Sciences Minor: Business
Community College of Allegheny County
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