Brianna Garcia
San Angelo,TX
Summary
Results-driven, detail-oriented professional with federal government clearance and over 7 years of experience in collections, customer service, and administrative support. Brings a diverse background in financial, health, and beauty environments. A natural leader with strong skills in customer relations, administration, and scheduling. Dedicated to maintaining data security and customer satisfaction while meeting performance goals. Adept at handling sensitive information, working independently in remote settings, and navigating financial systems under strict federal standards. Well-versed in industry regulations and asset protection strategies..
Overview
11
11
years of professional experience
1
1
Certification
Work History
Quality Service Representative
ConServe-3rd Party- IRS Collections Contractor
09.2022 - Current
- Manage inbound and outbound calls for IRS accounts, guiding consumers through payment options and resolving account concerns.
- Assist taxpayers in understanding and completing IRS forms such as Offer in Compromise (OIC), Abatement Requests, and Transcript Requests for personal and business accounts.
- Document interactions and case updates in detail, ensuring 100% compliance with federal retention and privacy regulations.
- De-escalate customer concerns and retain taxpayer engagement through clear, empathetic communication.
- Demonstrate professionalism, attentiveness, and clarity on every call; monitored for compliance with IRS standards including tone, accuracy, and respectful handling.
- Retain and apply extensive knowledge of IRS laws, regulations, and compliance protocols to ensure every customer interaction meets strict federal standards and procedural accuracy.
- Achieve or exceed all performance metrics including talk time, voicemails, payment goals, and arrangement completions.
- Ensure full adherence to government compliance and data protection guidelines in all interactions and recordkeeping.
Collection Agent
Western Shamrock Corporation
San Angelo, TX
12.2016 - Current
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Provided clerical support to company employees by copying, scanning, faxing and filing documents.
- 5 years experience in Microsoft office
- Knowledge of TLOxp system for skip tracing and other techniques to locate customer using.
- Corresponded with clients through email, telephone or postal mail.
- Achieved performance goals on consistent basis monthly and annually.
- Helped my department in generating over $1 million on yearly basis
- Maintained high volume of calls and met demands of busy and productive group.
- Operated both inbound and outbound calls
- Processed debtor payments and updated accounts to reflect new balance.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Permanent Make-up Artist
Self-employeed
San Angelo, TX
12.2021 - 08.2022
- Executed diverse permanent makeup techniques, ensuring client satisfaction and natural results.
- Developed personalized treatment plans based on individual client needs and preferences.
- Maintained strict hygiene protocols to ensure safety and compliance with industry regulations
Teller
Wells Fargo
San Angelo, TX
12.2015 - 11.2016
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
Customer Service Representative
Sitel
San Angelo, TX
04.2014 - 12.2015
- Operated in credit card campaign.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Operated in insurance enrollment campaign.
- Evaluated business and individual customer needs and financial situations to propose individualized policy recommendations.
- Explained features, advantages and disadvantages of various policies to promote insurance sales.
Education
No Degree - Nursing
Howard College
San Angelo, TXSkills
- Microsoft Office (5 years) and Multitask Software
- IRS Collections (via ConServe Contractor)
- Compliance with FDCPA and IRS Protocol
- Payment Guidance and Account Resolution
- Form & Document Guidance (Abatement, OIC, Transcripts)
- Self-Motivated
- Positive Attitude and Energetic
- Digital Recordkeeping
- Organizational Skills
- Inventory Management Procedures
- Problem Anticipation and Resolution
- Electronic Calendar Management
- Flexible and Adaptable
- Negotiation and Resolution
- Data Entry and Database Software
- Payment Scheduling
- Money Handling
- Call and Email Handling
Certification
PMU Lip Blushing Shading Technique
Timeline
Quality Service Representative
ConServe-3rd Party- IRS Collections Contractor
09.2022 - Current
Permanent Make-up Artist
Self-employeed
12.2021 - 08.2022
Collection Agent
Western Shamrock Corporation
12.2016 - Current
Teller
Wells Fargo
12.2015 - 11.2016
Customer Service Representative
Sitel
04.2014 - 12.2015
No Degree - Nursing
Howard College
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