Angelica Delgado Meza
Fresno,CA
Summary
Dedicated customer service representative with proven problem resolution skills, enhancing customer satisfaction and loyalty. Expertise in active listening and conflict resolution, ensuring compliance and clarity in complex inquiries.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
Fresno, CA
12.2020 - Current
- Resolved complex taxpayer inquiries, ensuring clarity and compliance with IRS regulations.
- Streamlined customer service processes, enhancing response times and service quality.
- Collaborated with cross-functional teams to improve service delivery and operational efficiency.
- Implemented quality control measures, maintaining high standards of accuracy in information dissemination.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Sales Assistant
South Bay Health & Insurance Services
Fresno, CA
09.2018 - 03.2020
- Assisted customers in selecting appropriate insurance products and services.
- Processed policy applications and maintained accurate client records using CRM systems.
- Educated clients on coverage options and benefits, enhancing customer understanding and satisfaction.
- Coordinated with underwriters to ensure timely policy issuance and adherence to compliance standards.
- Trained new hires on company policies, procedures, sales tactics helping them integrate seamlessly into the team.
Tax Examiner
Internal Revenue Service, IRS
Fresno, CA
02.2017 - 07.2018
- Analyzed tax returns for compliance with federal regulations, ensuring accuracy and adherence to guidelines.
- Reviewed taxpayer documentation and financial records to identify discrepancies and potential issues.
- Ensured timely processing of returns through efficient workload management and attention to detail.
- Communicated with taxpayers in writing.
- Increased tax compliance by thoroughly examining financial documents and identifying discrepancies.
Accounts Receivable Clerk
CMLS
Fresno, CA
02.2016 - 09.2016
- Managed accounts receivable processes to ensure timely invoicing and collections.
- Reconciled customer accounts, identifying discrepancies and resolving issues efficiently.
- Developed and maintained accurate financial records using accounting software systems.
- Collaborated with cross-functional teams to streamline billing procedures and enhance operational efficiency.
Customer Service Representative
Alorica
Fresno, CA
10.2013 - 02.2016
- Analyzed customer feedback to identify trends, recommending process enhancements for improved satisfaction.
- Led initiatives for knowledge management, creating resources that improved staff training effectiveness.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
Associate of Science - Clerical Administrative Medical Assisting
San Joaquin Valley College
Fresno, CA10-2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Relationship building
- Problem resolution
- Complaint resolution
- Conflict resolution
- Computer proficiency
- Professional telephone demeanor
- Customer satisfaction measurement
- Product knowledge
- Team development
Timeline
Customer Service Representative
Internal Revenue Service, IRS
12.2020 - Current
Sales Assistant
South Bay Health & Insurance Services
09.2018 - 03.2020
Tax Examiner
Internal Revenue Service, IRS
02.2017 - 07.2018
Accounts Receivable Clerk
CMLS
02.2016 - 09.2016
Customer Service Representative
Alorica
10.2013 - 02.2016
Associate of Science - Clerical Administrative Medical Assisting
San Joaquin Valley College