Ashley Levesque
Derry,NH
Summary
Accomplished Lead Contact Representative at the IRS, adept in CRM software and exceptional customer service, significantly reduced response times and enhanced team performance. Leveraged problem-solving and excellent communication to achieve high customer satisfaction, demonstrating strong teamwork and policy enforcement without exceeding a numerical percentage.
Experienced with managing high-volume customer interactions and leading teams. Utilizes effective communication techniques to resolve conflicts and improve client satisfaction. Track record of implementing process improvements to enhance operational efficiency.
Professional in customer service management with robust experience leading contact center teams. Recognized for driving operational efficiency and enhancing client satisfaction through effective communication strategies. Known for collaborative approach and adaptability in dynamic environments, leveraging problem-solving and leadership skills.
Overview
9
9
years of professional experience
Work History
Lead Contact Representative
Internal Revenue Service, IRS
06.2024 - Current
- Reduced response times by implementing efficient call handling strategies that expedited issue resolution.
- Maintained detailed records of customer interactions, ensuring accurate documentation and tracking of all requests.
- Developed strong relationships with clients, fostering a positive rapport for future interactions.
- Optimized scheduling practices to ensure adequate coverage during peak hours without compromising employee morale or budgetary constraints.
- Assisted in the creation of performance metrics to ensure continuous improvement in customer service efforts.
- Achieved high levels of customer satisfaction through consistent delivery of superior service and prompt resolution of issues.
- Enhanced overall team performance by sharing best practices and initiating ongoing training opportunities for staff members.
- Implemented new training procedures, resulting in higher quality service from team members.
Tax Examining Technician
Internal Revenue Service, IRS
01.2021 - 06.2024
- Updated tax records to reflect changes in client circumstances.
- Reviewed tax returns for accuracy by verifying information against IRS guidelines.
- Maintained up-to-date knowledge of current tax legislation, allowing for accurate interpretation and application of relevant laws during examinations.
- Recommended curriculum choices and created lesson plans to maximize effectiveness of instruction.
- Utilized multimedia strategies to facilitate learning and increase student engagement.
Contact Representative
Internal Revenue Service, IRS
03.2016 - 01.2021
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
Education
High School Diploma -
Shawsheen Valley Technical High School
Billerica06-2011
Skills
- Call center experience
- Task delegation
- Policy enforcement
- CRM software
- Teamwork
- Customer service
- Problem-solving
- Time management
- Excellent communication
- Stress tolerance
Languages
English
Native or Bilingual
Certification
- NH Driver's License
- Certified Instructor of Adult Employees
Timeline
Lead Contact Representative
Internal Revenue Service, IRS
06.2024 - Current
Tax Examining Technician
Internal Revenue Service, IRS
01.2021 - 06.2024
Contact Representative
Internal Revenue Service, IRS
03.2016 - 01.2021
High School Diploma -
Shawsheen Valley Technical High School
Accomplishments
- Supervised team of 16 staff members.
- Lead a classroom of over 30 staff members.
- Reviewed consistently as Exceeding expectations.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Career advancementCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchQuote
Judge a man by his questions rather than his answers.
Voltaire
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