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
2008.06 - 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
1999.03 - 2008.06
- 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
2008.06 - Current
Contact Representative
Internal Revenue Service, IRS
1999.03 - 2008.06
Bachelor of Arts - Mass Communication
Universidad Católica Cecilio Acosta
Similar Profiles
Sierra PatinoSierra Patino
Supervisory Clerk at Internal Revenue Service, IRSSupervisory Clerk at Internal Revenue Service, IRS
Alexander PaduaAlexander Padua
Bilingual IRS Customer Service Representative at Internal Revenue Service, IRSBilingual IRS Customer Service Representative at Internal Revenue Service, IRS
Vanessa TovarVanessa Tovar
Customer Service Representative at Internal Revenue Service, IRSCustomer Service Representative at Internal Revenue Service, IRS