ANGELA SMITH
Memphis,Tennessee
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
Memphis, TN
01.2024 - Current
- Resolved customer complaints in a timely manner by addressing root causes of the issue.
- Advises taxpayers of the enforcement actions that may be taken if they fail to meet commitments to file return and/or pay tax liabilities and encourages voluntary compliance with tax laws.
- Interprets and applies applicable portions of basic tax law and regulations, and basic collection techniques and enforcement actions, to advise, inform, assess, and collect taxes, and associated liabilities.
- Answered incoming calls from customers and provided assistance with billing questions, and other customer service related issues.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Maintained strong call control and quickly worked through scripts to address problems.
Service Center Support (Part Time)
FedEx Freight
Memphis
05.2021 - Current
- Oversee all processing documents of daily operations of the service center
- Data entry information for proper documents for shipping and reports
- Provide accurate information for customer problems and resolution and communicate with operations teams that issues have been resolved
- Schedule freight delivery appointments
- Generate freight bills and corrected bills when needed
- Ensure drivers Hours-of-Service logs are properly filled out
- Comply with all applicable regulations and company policies and procedures
- Perform other related duties as required.
Lead Customer Service Representative
Nickey Warehouse
Memphis
07.2001 - Current
- Directed all processes of day to day office functions in inbound shipments, production, inventory control, outbound shipments, creation of BOL’s, data entry, filing, accounts payable and equipment certifications
- Implement new processes for receiving and shipping
- Create documents to accurately account for day to day inventory
- Investigate and resolve customer inquiries and complaints in a timely manner
- Operate PC and RF scanning based system with high level of accuracy
- Train and mentor administrative assistants throughout the company
- Design and implemented new procedures and processes for warehouse production reports
- Produce weekly, monthly and yearly activity reports.
Education
W.D. Callian Center
MemphisGeneral Studies -
Shelby State Community College
MemphisHamilton High School
MemphisSkills
- Shipping and Receiving
- Quality Control/ Inventory
- RF Scanning and Loading/ Unloading
- Camelot
- AS400
- SAP
- WMS systems
- Customer Service
- Word Perfect
- Excel
- Word
- Power Point
- Internet
- Data Entry
- Filing alpha and numeric
- Communication
- Critical thinking
- 10 key
- Medical Terminology
- Inbound and Outbound Calling
- Paperwork Processing
- Research
- Data Collection
- Call Management
- Typing proficiency
- Active Listening
Timeline
Customer Service Representative
Internal Revenue Service, IRS
01.2024 - Current
Service Center Support (Part Time)
FedEx Freight
05.2021 - Current
Lead Customer Service Representative
Nickey Warehouse
07.2001 - Current
W.D. Callian Center
General Studies -
Shelby State Community College
Hamilton High School