Angela Collier
Decatur,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Federal Government/Collections industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
27
27
years of professional experience
Work History
Lead Contact Representative
Department of the Treasury, Internal Revenue Service
Chamblee, GA
02.2001 - 12.2020
- Facilitated open lines of communication between management levels (call site, Operation, National Headquarters) and representatives to foster a collaborative work environment conducive to success.
- Investigated and resolved taxpayer inquiries and issues quickly.
- Demonstrated exceptional problem-solving skills by assisting taxpayers with understanding their tax responsibilities, resolving complex balance due issues, with professionalism and empathy.
- Managed teams receiving high call volumes, prioritizing providing timely and quality assistance to taxpayers.
- Served as a knowledgeable resource for both colleagues and customers, providing expert guidance on tax law and procedures.
- Achieved high levels of customer satisfaction through consistent delivery of fair service and prompt resolution of issues.
- Enhanced overall call site performance by monitoring representative calls to identify quality trends, report results to all levels of management, shared best practices, and worked with training coordinator with identified training needs.
- Consistently met National and local customer call guidelines for service levels, handle time and quality.
- As an identified Collections Subject Matter Expert, maintained up-to-date knowledge of tax laws and procedural changes.
- Served as a researcher regarding Congressional complaints, and worked with taxpayers to resolve the issues.
- Instrumental in developing, writing and instructing training materials, resulting in higher quality service from local and national representatives.
- Trained and mentored new representatives, providing guidance regarding techniques, procedures, best practices, policies, and services.
- Trained seasoned representatives with on-time operating policies and procedures.
- Trained new instructors in how to effectively deliver training materials, establish and set up classrooms.
Contact Representative
Department of the Treasury, Internal Revenue Service
Atlanta, GA
06.1994 - 02.2001
- Adapted communication style based on taxpayer level of understanding or cultural backgrounds, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing exceptional customer service to taxpayers, efficiently and professionally.
- Conducted thorough research on complex inquiries, delivering informed solutions to unique challenges.
- Demonstrated empathy when addressing sensitive tax balance due situations, creating trust between the Service and taxpayer.
- Educated taxpayers about how their balance was determined, explained penalties and interest, provided payment options, tax return filing requirements, and how to prevent the same issues occurring in the future.
- Met customer call guidelines for service levels and handle time.
- Maintained up-to-date knowledge of procedural changes.
- Identified process inconsistencies, sought ways to improve processes, and developed best practices job aids.
Education
No Degree - Communications
Georgia State University
Atlanta, GASkills
- Call center experience
- Customer Service excellence
- Active listener
- Policy Enforcement
- Teamwork and Collaboration
- Problem-Solving abilities
- Time Management
- Attention to Detail
- Multitasking Abilities
- Calm and Professional Under Pressure
- Effective Communication
- Computer Skills
Accomplishments
- Collaborated with team of 12 in the development of Call Site Quality Improvement Team.
- Collaborated with Lean Six Sigma team of 7 in the development of Tax Delinquency Account Processing.
- Achieved at or above 92-94% accuracy rate through effectively helping with Customer Quality Goals.
- Used Microsoft Excel to develop monthly quality tracking spreadsheets for 14 Customer Representative teams.
- Supervised numerous representative teams, ranging from 10 -17 employees per team.
Timeline
Lead Contact Representative
Department of the Treasury, Internal Revenue Service
02.2001 - 12.2020
Contact Representative
Department of the Treasury, Internal Revenue Service
06.1994 - 02.2001
No Degree - Communications
Georgia State University