Carmen Beckley
Nashville,TN
Summary
Detail-oriented professional with extensive experience in remote customer support, data entry, file maintenance, and client account management. Skilled at serving as a reliable point of contact for high-volume inquiries, managing accurate records, and communicating clearly and professionally via email and phone. Known for anticipating client needs, resolving issues the first time, and maintaining accuracy under tight timelines. Motivated to contribute to a mission-driven organization that removes barriers and serves communities
Overview
16
16
years of professional experience
Work History
Revenue Customer Experience Specialist
Tennessee Department of Revenue, Vehicle Services Division
Nashville, TN
01.2025 - Current
- Serve as primary point of contact for taxpayers, businesses, and government officials via phone and email, managing account inquiries and updates in a high-volume environment
- Process add-ons, removals, and change requests for client accounts accurately and in a timely manner within the state's online system
- Maintain accurate electronic records and files, performing quality checks before finalizing any transaction
- Identify and resolve account discrepancies and access issues, clearly communicating next steps to clients
- Manage competing priorities and time-sensitive requests in a remote work environment
- Provide basic technical support for users experiencing issues with online access or system navigation, walking them through processes step by step
- Remote 80%
Program Analyst
Internal Revenue Service
Nashville, TN
01.2024 - 01.2025
- Managed and evaluated large volumes of data within federal systems to ensure accuracy and compliance
- Identified and resolved discrepancies; communicated findings and recommendations clearly to leadership
- Collaborated across teams to improve workflows and data-handling processes
Administrative Associate
Internal Revenue Service
Washington, DC / Nashville, TN
01.2016 - 01.2023
- Maintained accurate documentation, case files, and correspondence across multiple departments and tracking systems
- Coordinated scheduling, deadline tracking, and data verification processes under minimal supervision
Accounts Management Clerk
Internal Revenue Service
Baltimore, MD
01.2015 - 01.2016
- Researched and verified account documentation for accuracy
- Prepared and processed adjustments to resolve complex discrepancies
- Delivered clerical and technical support in a high-volume environment
Accounts Management Contact Representative
Internal Revenue Service
Nashville, TN / Baltimore, MD
01.2010 - 01.2015
- Handled hundreds of customer interactions weekly via phone and correspondence, resolving account questions and issues accurately and efficiently
- Performed data entry and financial adjustments while maintaining compliance with applicable policies
- Known for delivering clear, patient support and resolving issues thoroughly in a single interaction
Education
Master of Education - Educational Leadership
Tennessee State University
B.S. - Speech Communication, Mass Communication Emphasis
Tennessee State University
Skills
- Microsoft Excel
- Microsoft Outlook
- Microsoft Word
- Google Workspace
- Web-Based Data Entry Systems
- CRM & Case Management Tools
- Calendar Management
- Remote Collaboration Tools
- Records & File Management
- Data Accuracy & Quality Control
- Trend monitoring
CORE COMPETENCIES
- Client Account Management
- Remote Customer Support (Phone & Email)
- Data Entry & File Maintenance
- Microsoft Excel & Outlook
- Calendar & Schedule Management
- Quality Control & Accuracy
- Cross-Department Collaboration
- Written & Verbal Communication
- Time Management & Multitasking
- Problem Solving & Adaptability
Timeline
Revenue Customer Experience Specialist
Tennessee Department of Revenue, Vehicle Services Division
01.2025 - Current
Program Analyst
Internal Revenue Service
01.2024 - 01.2025
Administrative Associate
Internal Revenue Service
01.2016 - 01.2023
Accounts Management Clerk
Internal Revenue Service
01.2015 - 01.2016
Accounts Management Contact Representative
Internal Revenue Service
01.2010 - 01.2015
B.S. - Speech Communication, Mass Communication Emphasis
Tennessee State University
Master of Education - Educational Leadership
Tennessee State University