Angela Collier
Decatur,GA
Summary
Customer Service Representative with extensive background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices.
Overview
27
27
years of professional experience
Work History
Lead Contact Representative
Department of the Treasury, Internal Revenue Service
Chamblee, GA
02.2019 - 12.2020
- Maintained a high volume of incoming calls by utilizing listening skills, determining the issue, using problem-solving skills to resolve the issue, with professionalism and empathy.
- Supervised multiple teams handling significant call volumes.
- Monitored representative's calls to identify performance strengths and issues.
- Documented monitoring outcomes for management using Microsoft Word, Outlook, and Excel.
- Maintained up-to-date resources for tax law and procedural updates.
- Developed and produced procedural job aids.
- Trained and mentored new team representatives.
- Held the same position from February 2001 to March 2009.
Quality Lead
Department of the Treasury, Internal Revenue Service
Chamblee, GA
01.2009 - 01.2019
- Provided technical guidance to telephone call site teams.
- Researched complex call issues; sought procedural clarification from manual authors and analysts; maintained up-to-date procedural changes.
- Examined local and national quality call reviews.
- Utilized Microsoft Office tools to track quality trends, prepare detailed reports, and training materials.
- Identified process inconsistencies and developed effective best practice initiatives.
- Encouraged employees weekly and monthly by recognizing their efforts and accomplishments.
- Fostered friendly competition between the teams by displaying their Quality rates on a report card.
Contact Representative
Department of the Treasury, Internal Revenue Service
Chamblee, GA
03.1994 - 01.2001
- Handled daily high volume of inbound calls with poise and professionalism.
- Adjusted communication style to match the caller's level of understanding and provided informed solutions to challenges.
- Demonstrated empathy when addressing sensitive tax issues.
- Informed callers about the reasons for their balances, clarified penalties and interest charges, offered payment alternatives, outlined return filing obligations, and suggested measures to avoid future issues.
- Exceeded call site guidelines for levels of service, quality measures, and handle time.
- Maintained up-to-date knowledge of procedural changes and developed job aids.
Education
No Degree - Communications
Georgia State University
Atlanta, GASkills
- Call center experience
- Active listener
- Effective communication
- Calm and professional under pressure
- Teamwork and collaboration
- Problem-solving abilities
- Multitasking Abilities
- Microsoft Word, Outlook, Excel, PowerPoint
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 flowchart development of Balance Due Processing, and at the end of the trial period, steps were eliminated nationwide from the Internal Revenue Manual.
- Developed initiatives to increase Customer Satisfaction closer to goal of 94%.
- Consistent yearly evaluations with ratings of Outstanding; numerous Managerial and Performance awards; Gallatin Award (highest service award) at retirement.
- Collaborated with employees across the country in Task Groups, Summits, Business Reviews; developed training material, rewrote sections of the Manual; served as Instructor for new hires, continuing education classes, Classroom Instructor Trainer, and Train the Trainer Instructor.
References
References available upon request.
Timeline
Lead Contact Representative
Department of the Treasury, Internal Revenue Service
02.2019 - 12.2020
Quality Lead
Department of the Treasury, Internal Revenue Service
01.2009 - 01.2019
Contact Representative
Department of the Treasury, Internal Revenue Service
03.1994 - 01.2001
No Degree - Communications
Georgia State University