Augusto Reverol
Saint Johns,FL
Summary
Contact Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Bilingual Lead Contact Representative
Internal Revenue Service, IRS
06.2008 - Current
- Coach 16+ contact representatives, providing constructive feedback in English & Spanish about account adjustments, tax law and procedural inquiries to improve telephone contact engagement.
- Serve as knowledgeable resource for both coworkers and taxpayers, providing expert guidance on agency policies and procedures.
- Monitor and evaluate around 60+ e-4442/MMIA/4446 and Cat-D referrals on weekly basis, providing supporting references when amending or rejecting work not meeting established IRS standards.
- Prepare 16+ written reviews in reference to team’s Form 4442 & Unpostable transactions’ Inventory, addressing correct use of referrals techniques and recommend corrective actions to management to improve team’s performance.
- Assist management with administrative duties such as educate employees about adherence to schedules, security and work better practices.
- Use Microsoft Teams as instrument to teach and improve research paths in very fast-paced environment that constant demand delivering effective responses using minimal average handle time.
Contact Representative
Internal Revenue Service, IRS
03.1999 - 06.2008
- Bilingual customer service professional committed to balancing agency goals while helping all taxpayers and their representatives find satisfactory solutions to their tax issues. Resourceful problem solver who managed 20+ incoming calls daily, remaining calm in stressful situations and effectively assisting variety of taxpayers.
Education
Bachelor of Arts - Mass Communication
Universidad Católica Cecilio Acosta
Maracaibo - VENEZUELA08.1995
Skills
- Analytical Skills
- Spanish Fluency
- Employee Coaching
- Account Management
- Attention to Detail
- Multitasking
- Active Listening
- Adaptability and Flexibility
- Decision-Making
- Task Prioritization
Timeline
Bilingual Lead Contact Representative
Internal Revenue Service, IRS
06.2008 - Current
Contact Representative
Internal Revenue Service, IRS
03.1999 - 06.2008
Bachelor of Arts - Mass Communication
Universidad Católica Cecilio Acosta