Chaquanna Branch
Richmond,Ca
Summary
- Professional with background in customer service and administrative support. Proven ability to manage high-volume calls and resolve issues efficiently. Known for strong collaboration skills and focus on achieving results in dynamic environments. Dependable and adaptable to changing needs, with excellent communication and problem-solving abilities.
- Experienced with customer service and administrative tasks. Utilizes communication and problem-solving skills to address inquiries effectively. Track record of maintaining positive client relationships and ensuring customer satisfaction.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
Work History
Contact Representative / Collection Representative
Internal Revenue Service
03.2020 - 10.2024
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Knows IRS systems very well (idrs and ams) Command codes etc
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
- Previous experience in a customer support role
- Track record of over-achieving quota
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Customer focus and adaptability to different personality types
- Ability to multitask, set priorities and manage time effectively
- 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
- Researches and analyzes all available information applicable to specific and well-defined collection issues and takes corrective actions needed to close accounts
- Explains actions taken
- Contacts taxpayers and/or their representatives in response to IRS contacts regarding a limited number of delinquent situations
- Provides explanations to specific inquiries initiated by individuals, generated by notices, or internally generated assignments
- 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
Part Time Security Officer / Supervisor / On Call Supervisor
Allied Universal Security Services
12.2015 - 05.2024
- Oversee the daily work flow
- Schedule and assign tasks for security officers at my assigned site
- Dispatch
- Politely assisted customers via telephone
- Communicated with vendors regarding tow availability and special orders
- Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing problems
- Scheduling and dispatching drivers, work crews, vehicles or equipment to appropriate locations according to predetermined schedules, customer requests or immediate needs
- Relaying information such as work orders or other messages to and from work crews, field inspectors, supervisors or emergency personnel
- Using telephones, two-way radios or text messages to contact employees or emergency personnel
- Speaking with supervisors or customers to resolve problems, requests for services or equipment
- Preparing daily work such as schedules
- Preparing work orders for crew or receiving work orders from work crews
- Being in charge of communications within company assigned territories
- Keeping and organizing work requests, customer requests, completed work requests, charges for work performed, expenses for services performed, inventory records and other information
- Patrol site
- Monitor CCTV
- Write daily activity reports
Family Emergency Shelter
The Salvation Army Garden St
02.2023 - 09.2023
- Manage a client caseload that includes Child Welfare and FTC clients
- Responsible for completing a psychosocial assessment and developing an appropriate treatment plan to support the family in achieving their goals
- Provide families with child welfare system advocacy as well as advocacy/referrals to other legal services
- Work with clients to complete requirements set by Child Welfare Dept., meet with Child Welfare, attorneys, and treatment programs when indicated, and maintain open communication with Child Welfare
- Responsible for meeting with clients regularly, conducting home, treatment program, or jail visits when necessary
- Attend CFTs, provider meetings, and family counseling
- Complete transitional housing application with client when required
- Connect clients with necessary community services and monitor their progress
- Provide crisis intervention and support to families as needed
- Provide education to families about issues such as substance use, domestic violence, mental health and parenting
- Assist each family to establish and maintain a continuum of services to promote stability and assist each family in achieving their identified goals, such as: Sustained Recovery, Employment or other vocational training, Budgeting skills, School enrollment for all school-aged children, Child care for all preschool aged children, Education for basic living and parenting skills, Access to transitional and permanent housing, Access to benefits
- Collaborate with Mental Health and Substance Use specialists when appropriate
- Meet Case Manager minimum productivity agency requirements
- Conduct Triage Assessments to determine immediate needs of new and returning clients, make recommendations and provide immediate support as indicated
- Attend and participate in weekly case conferences
- Promote a positive, professional attitude towards clients, families, staff members, outside providers and volunteers
Temp Case Manager
Robert Half Staffing Agency
04.2022 - 07.2022
- Assessing clients’ physical and mental wellness, needs, preferences and abilities and using these to develop tailored care plans
- Working with clients, family and friend support networks and health care professionals to put care plans in place
- Listening to clients’ concerns and providing counseling or intervention as required
- Recording clients’ progress including charting referrals, home visits and other notable interactions
- Evaluating clients’ progress periodically and making adjustments as needed to improve outcomes
- Following up with discharged clients to ensure they were satisfied with services and they are still in good physical and mental health
- Compassionate and able to relate to different clients with various needs
- Motivational to encourage clients to follow their care plans
- Strong verbal and written communication skills to explain to clients, family members and friends and professionals the case and care plan and maintain good case records
- Critical thinking and problem solving to determine the best care plan for each client after assessing clients, analyzing notes from health care and social workers
- Flexibility to change care plans if they are not getting the best results
- Organization to manage several different cases at once
- Computer literacy to maintain and manage case records
Shelter Monitor / Access Point Specialist / Housing Navigation, Tenancy & Stabilization Specialist & Case Manager
Episcopal Community Services
02.2017 - 03.2021
- Answer Phones
- Greet Clients
- Give Out Breakfast / Dinner
- Make Round Around The Floor In Shelter
- Checked Clients in with Navigators and Case Managers
- Filed Documents that was completed from clients
- Help Case Managers / Housing Navigator with unfinished documents that are incomplete
- Help clients with getting important documents like (identification card, birth certificate, social Security card, disability forms, ADA requirement paperwork and Housing application)
- Have access to Uber and Lyft accounts for Case Managers and Housing Navigators to take clients to appointments and tours of apartments
- Maintained relationships with clients who are eligible for placement through the housing application and placement
- Provided clinical and supportive services to tenants in order to provide them with the support needed to promote stabilization and successful tenancy
- Advocated and linked tenants to eviction-prevention resources around the community
- Assisted tenants with housing recertification and Updated housing support and crisis response plans
- Supported tenants in household management skills and Provided support and education related to the psychological and practical transition of tenants into housing
Office Assistant
State Compensation Insurance Fund
07.2014 - 06.2019
- Answer phones / emails
- Take notes in meeting
- Monitored her personal and business calendar
- Schedule meetings
Education
Contra Costa College
03.2021 - 09.2024
High School - undefined
RALPH J BUNCHE HIGH SCHOOL
02.2012 - 06.2014
High School - undefined
COLLESUM PREP ACADEMY H.S.
08.2010 - 01.2012
Skills
Customer communications
Activities
Volunteer Work
Timeline
Family Emergency Shelter
The Salvation Army Garden St
02.2023 - 09.2023
Temp Case Manager
Robert Half Staffing Agency
04.2022 - 07.2022
Contra Costa College
03.2021 - 09.2024
Contact Representative / Collection Representative
Internal Revenue Service
03.2020 - 10.2024
Shelter Monitor / Access Point Specialist / Housing Navigation, Tenancy & Stabilization Specialist & Case Manager
Episcopal Community Services
02.2017 - 03.2021
Part Time Security Officer / Supervisor / On Call Supervisor
Allied Universal Security Services
12.2015 - 05.2024
Office Assistant
State Compensation Insurance Fund
07.2014 - 06.2019
High School - undefined
RALPH J BUNCHE HIGH SCHOOL
02.2012 - 06.2014
High School - undefined
COLLESUM PREP ACADEMY H.S.
08.2010 - 01.2012
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