Anita Kern
St. Louis,MO
Summary
Seasoned professional with a proven track record in enhancing customer satisfaction and streamlining operations, notably at the Internal Revenue Service. Expert in conflict management and communications, adept at leveraging interpersonal skills to resolve customer issues efficiently. Achieved significant improvements in customer service procedures, demonstrating a strong ability to manage and analyze data for optimal service delivery.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Contact Representative
Internal Revenue Service, IRS
Saint Louis, MO
07.2024 - 11.2024
- Processed orders for customers using an automated system.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Responded to customer complaints and escalated issues when necessary.
- Created new customer accounts and maintained existing ones in accordance with established procedures.
- Provided top quality control and eliminated downtime to maximize revenue.
- Maintained accurate documentation of all interactions with customers in a customer relationship management database.
- Greeted customers and provided them with assistance upon request.
- Analyzed customer feedback to identify areas for improvement in customer service procedures.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Attended training sessions aimed at enhancing knowledge of relevant software applications and systems used in the contact center environment.
- Collaborated with accounting staff to ensure timely preparation of filings.
- Reviewed financial records, such as income statements and documentation of expenditures, to determine forms needed to prepare returns.
- Furnished taxpayers with sufficient information and advice to verify correct tax form completion.
- Created reports summarizing the details of all filings made during the year.
- Assisted with audits conducted by Internal Revenue Service agents.
- Answered questions from taxpayers and assisted individuals with completing tax forms.
- Audited calls to evaluate quality, accuracy, and service levels of interactions.
- Identified areas of non-compliance with federal, state, and local laws.
- Examined accounting systems and records to determine appropriateness of methods and controls.
- Assisted in resolving taxpayer disputes with the IRS through negotiation or litigation.
- Developed strategies for auditing taxpayers in compliance with IRS regulations.
- Collected taxes, monitored payment plans and imposed deadlines on delinquent taxpayers.
- Investigated suspicious activities reported by other agencies or individuals.
- Discussed and explained various tax forms with taxpayers.
- Set up and monitored payment plans and processed payments.
- Conducted independent field audits and investigations of income tax returns to verify information provided.
- Conducted audits of individual, corporate, and partnership income tax returns.
- Checked completeness of information when processing applications and transactions.
- Interpreted complex tax codes to ensure accurate filing of taxes by clients.
- Maintained up-to-date contact information for each case under review.
- Reviewed historical data to check compliance with internal and regulatory standards.
Community Support Specialist
BJH Behavioral Health
02.2023 - 05.2024
- Developed appropriate treatment plans focusing on each individual's needs.
- Referred clients to substance abuse treatment programs and outpatient dual diagnosis treatment programs.
- Interviewed patients or members via phone or in-person to gather personal and sensitive information and determined eligibility for various outreach programs.
- Implemented behavior modification techniques when needed to modify inappropriate behaviors exhibited by clients.
- Empowered patients and families to negotiate with resource providers and make decisions on own behalf.
- Engaged in crisis intervention when needed by providing emotional support and calming techniques while ensuring safety of all involved parties.
- Maintained accurate records and documented client data in company databases.
- Located and listed households and conducted interviews.
- Developed strength-based, solution-focused individualized goal and action plan to promote permanent housing and self-sufficiency.
- Provided assertive community-based rehabilitation and case management services to high-risk mentally ill patients.
- Worked with law enforcement and local child advocacy centers to conduct forensic interviews for abused children.
- Engaged in crisis intervention procedures to prevent or facilitate hospitalization.
- Assisted clients with daily living skills such as cooking, cleaning, budgeting, and transportation needs.
- Followed and evaluated individualized support care plans to increase personal development.
- Maintained accurate records of services provided and submitted required reports on a timely basis.
Public Safety Officer
Barnes Hospital
04.2019 - 02.2023
- Provide security services to patients, visitors, staff, and the public
- Patrol the building and its grounds, monitor all activity in and out of the hospital, and endeavor to prevent vandalism, theft, fire, and disturbances within the facility
- Prepared detailed incident reports following investigations.
- Responded to complex public safety situations and supported restoration of order and safety.
- Verified identification cards from visitors entering restricted areas.
- Attended training sessions related to public safety issues such as first aid and CPR certification courses.
- Monitored and investigated suspicions persons and situations and unusual activities.
- Provided escorts for individuals who requested assistance after dark hours.
- Investigated suspicious activities, disturbances, thefts, or other criminal activity.
- Inspected buildings and grounds to detect signs of intrusion or vandalism.
- Monitored traffic flow on campus, providing directions and responding to emergency situations as needed.
- Prepared detailed reports on incidents, accidents, and investigations for legal and administrative use.
- Managed access control to secure buildings and sensitive areas to prevent unauthorized entry.
- Monitored security systems, cameras, and alarms to detect and respond to violations.
- Investigated suspicious activities and persons, making arrests as necessary.
CSR - Customer Service Representative
Walgreens
10.2020 - 05.2021
- Helped customers with complaints and questions, gave customers information about products and services, took orders, and processed returns
- I also refilled prescriptions
- Prevented key account losses by researching discrepancies and correcting problems.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Correctional Officer
City of St. Louis
St. Louis, MO
12.2012 - 04.2019
- Enforced rules and keep order within the jail
- Supervised the activities of inmates
- Inspect the facility to ensure that they meet security and safety standards
- Searched inmates for contraband items
- Reported inmate conduct
- Escort and transport inmates
- Assist with processing inmates who entered and exited the facility
CSR - Customer Service Representative
Kmart (Closed)
St. Louis, MO
01.2009 - 03.2016
- Assisted customers with a warm and professional attitude
- Processed customer transactions, exchanges, and refunds
- Assisted customers with questions
Education
Associate - Criminal Justice
Saint Louis Community College
St. Louis, MOHigh school diploma or GED -
BBA - Social Work
Maryville University of Saint Louis
St. Louis, MOSkills
- Security
- Microsoft Word
- Communications
- Cash handling
- Law Enforcement
- Loss Prevention
- Conflict Management
- Surveillance
- CCTV
- Crisis Intervention
- Writing Skills
- Management
- Hospital Experience
- Crisis Management
- Employee evaluation
- Typing
- Customer service
- Supervising Experience
- Organizational Skills
- Intelligence Experience
- Behavioral Health
- Cashiering
- Interviewing
- Communication skills
- Cash register
- Administrative experience
- Computer skills
- Office experience
- Data entry proficiency
- Goal oriented
- Assertiveness
- Strong interpersonal skills
- Empathy and patience
- Call logging
- Complaint resolution
- Communicating with clients
- Gathering information
- Problem-solving skills
- Account management
- Calm disposition
- Appointment scheduling
- Logging call information
- Inbound phone call management
- Resolving issues
- Customer support
- Data entry
- Answering questions
- Customer communications
- Credit adjustments
- Customer account updates
- Building rapport
- Professional phone voice
- Payment processing
- Report preparation
- Call handling
- Verbal and written communication
- Interpersonal skills
Certification
- Baton Permit, 04/19-9/2023
- Adult and Pediatric First Aid/CPR/AED, 05/23, 05/25
- OC Certification
- Armed Security License, 04/19, 09/23
- Basic Life Support (BLS), Present
- CPI Certification, Present
- Nonviolent Crisis Intervention NVCI, 06/23, 06/24
- Class E, 02/23, 05/29
- Driver's License
Additional Information
Filing experience
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Contact Representative
Internal Revenue Service, IRS
07.2024 - 11.2024
Community Support Specialist
BJH Behavioral Health
02.2023 - 05.2024
CSR - Customer Service Representative
Walgreens
10.2020 - 05.2021
Public Safety Officer
Barnes Hospital
04.2019 - 02.2023
Correctional Officer
City of St. Louis
12.2012 - 04.2019
CSR - Customer Service Representative
Kmart (Closed)
01.2009 - 03.2016
Associate - Criminal Justice
Saint Louis Community College
High school diploma or GED -
BBA - Social Work
Maryville University of Saint Louis