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
Call center customer service
Problem-solving skills
Empathy and patience
Data entry
Cash handling
Goal oriented
Resolving issues
Communicating with clients
Verbal and written communication
Call control
Data entry proficiency
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