Catrice McGlothin
Cincinnati,OH
Summary
Astute Customer Service professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Polite and professional applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
22
22
years of professional experience
Work History
Contact Representative
Internal Revenue Service
10.2008 - Current
- Identified and resolved business tax issues for tax administration through telephone contact, written correspondence and electronic mail correspondence.
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Provided a full range of administrative and technical assistance to individuals and businesses.
- Interpreted and provided solutions for a variety of tax processing regulatory requirements and procedures.
- Excellent verbal and written communication with individual taxpayers, their representatives, professional stakeholders and other government officials.
- Developed, analyzed, evaluated and solved information involving the research of records and the nature of phone and written inquiries.
- Provided education to achieve voluntary compliance by computing tax liability and advisement of probable assessment of taxes.
Data Entry Specialist
Internal Revenue Service
01.2006 - 12.2008
- Input alphanumerical and numerical data into specialized and highly sensitive computer database for the Internal Revenue Service.
- Exceeded production standards while maintaining 98% accuracy.
- Utilized 10 key and other methods to expedite input of business tax forms.
- Compiled data from source documents prior to data entry.
- Completed data entry and database updates with a focus on accuracy and efficiency.
- Executed data verification to ensure expedient error detection.
- Processed confidential tax form information.
- Verified that information in the computer system was up-to-date and accurate.
- Reviewed database entries to verify regulatory compliance.
- Identified, corrected and reported data entry errors.
- Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Contributed to team success by consistently meeting or exceeding performance targets in speed, accuracy, and output volume.
Mail Room Clerk
Internal Revenue Service
01.2002 - 12.2006
- Opened, complied, separated and batched business tax forms to be processed.
- Forwarded business tax forms and multiple forms of payment to be applied to business taxpayers accounts.
- Exceeded production with 100% accuracy.
- Received several production awards.
- Multitasked effectively in a fast-paced environment, prioritizing tasks appropriately to meet daily deadlines consistently.
- Enhanced customer satisfaction with timely and accurate delivery of parcels and mail to recipients within the organization.
Education
Associate of Arts - Business
University of Phoenix
Tempe, AZ2013
Skills
- Active listening skills
- Sharp problem solver
- Strong organizational skills
- Resolution-oriented
- Financial Services Industry Experience
- Time management
- Superior communication skills
- Adaptive team player
- Excellent multi-tasker
- Customer Relationship Marketing
- Goal-Oriented
- Assertiveness
- Data entry proficiency
- Social Perceptiveness
- Cross-cultural sensitivity
- Empathy and patience
Timeline
Contact Representative
Internal Revenue Service
10.2008 - Current
Data Entry Specialist
Internal Revenue Service
01.2006 - 12.2008
Mail Room Clerk
Internal Revenue Service
01.2002 - 12.2006
Associate of Arts - Business
University of Phoenix
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