Summary
Overview
Work History
Education
Skills
Timeline
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Chelsea Freeland

Ogden,UT

Summary

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

5
5
years of professional experience

Work History

Tax Examining Technician

Internal Revenue Service, IRS
Ogden, UT
02.2022 - 08.2024
  • Verified that all required documents were included in submitted tax returns.
  • Maintained records of taxpayer interactions according to departmental policy and IRS regulations.
  • Assisted other departments with special projects as needed.
  • Processed requests for abatements or refunds according to established policies and procedures.
  • Participated in training sessions related to changes in federal and state tax laws.
  • Assisted taxpayers in understanding their rights and responsibilities under the law.
  • Developed strategies for resolving complex cases involving multiple entities.
  • Prepared correspondence to taxpayers and employers regarding discrepancies found in filed returns.
  • Examined accounting systems and records to determine appropriateness of methods and controls.
  • Conferred with taxpayers and representatives to discuss issues, laws, and regulations related to returns and address problems.
  • Checked completeness of information when processing applications and transactions.
  • Set up and monitored payment plans and processed payments.
  • Discussed and explained various tax forms with taxpayers.
  • Performed data entry from paper documents, emails, and other sources into computer systems.
  • Utilized specialized software applications related to the job role.
  • Ensured compliance with all relevant rules and regulations governing data entry activities.

Customer Service Representative

Home Depot
Ogden, UT
02.2020 - 09.2021
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Provided accurate information about products and services to customers.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved customer complaints promptly and efficiently.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Answered customer inquiries via phone, email, and chat.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Demonstrated excellent multitasking skills by efficiently managing multiple requests at once.

Tax Clerk

Internal Revenue Service, IRS
Ogden, UT
01.2021 - 08.2021
  • Participated in meetings with other departments to discuss taxation strategies that are compliant with existing laws.
  • Identified discrepancies in financial information provided by clients and took corrective action when necessary.
  • Analyzed complex financial documents such as bank statements, ledgers, and account records.
  • Collaborated with colleagues to provide guidance on complex issues related to taxes.
  • Maintained detailed records of all audit activities conducted within assigned area.
  • Identified discrepancies between reported income and expenses, as well as any other irregularities.
  • Reviewed tax returns to ensure accuracy and compliance with applicable laws, regulations, and policies.
  • Responded to inquiries from taxpayers regarding their accounts or payments due.
  • Participated in training sessions designed to stay abreast of current tax laws.
  • Negotiated payment plans with delinquent taxpayers when needed.
  • Evaluated financial statements for completeness and accuracy prior to submitting them for review.
  • Scanned documents into a digital format for archiving.
  • Delivered mail within the facility using carts or vehicles as required.
  • Filed documents in appropriate folders or records management systems.
  • Sorted incoming mail for distribution to staff, departments and external customers.

Patient Service Representative

Intermountain Healthcare
Salt Lake City, UT
09.2020 - 12.2020
  • Prepared letters and documents for mailing as requested by supervisor or physician staff.
  • Responded promptly to emails from patients regarding appointment changes or cancellations.
  • Provided customer service by answering patient questions and addressing concerns.
  • Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
  • Reviewed patient accounts for accuracy on a regular basis.
  • Assisted with the completion of medical forms and records.
  • Inputted patient demographic data into electronic health record system.
  • Verified insurance information, collected payments, and scheduled appointments.
  • Processed referrals from primary care physicians to specialists for further treatment or evaluation.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Answered incoming calls in a professional manner.
  • Scanned documents into electronic health record system as needed.
  • Scheduled patient appointments and procedures.
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Provided helpful assistance by anticipating and responding to needs of patients and family members.
  • Obtained proper authorization and identification to release confidential medical records.
  • Scheduled and confirmed patient appointments with patients and healthcare professionals.
  • Coordinated with patients and healthcare professionals to meet patient needs.
  • Referred patients to appropriate professionals and services.
  • Utilized technology and specialized software to maximize productivity.
  • Documented and managed patient information in computer system.
  • Obtained insurance verification and authorization to submit financial clearance of patient accounts.
  • Registered patients by verifying records to update computer system and patient charts.
  • Verified demographics and insurance information to register patients in computer system.
  • Organized and maintained records by updating and obtaining both personal and financial information from patients.

Patient Service Representative

Sutter Health
West Valley, UT
06.2019 - 02.2020
  • Prepared letters and documents for mailing as requested by supervisor or physician staff.
  • Provided customer service by answering patient questions and addressing concerns.
  • Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information.
  • Participated in training sessions regarding new policies or procedures related to medical insurance processing.
  • Analyzed patient records to determine eligibility for coverage, benefit levels, and other related matters.
  • Resolved complex insurance issues by communicating with providers, patients, and third-party payers.
  • Performed administrative tasks such as filing paperwork, preparing reports, answering phones, scheduling appointments.
  • Handled third-party insurance processing tasks to assist patients.
  • Provided helpful assistance by anticipating and responding to needs of patients and family members.
  • Obtained proper authorization and identification to release confidential medical records.
  • Scheduled and confirmed patient appointments with patients and healthcare professionals.
  • Scanned completed forms, identification and insurance cards, maintaining patient documents folder.

Education

High School Diploma -

Two Rivers High School
Ogden, UT
05-2010

Associate of Science -

Weber State University
Ogden, UT

Skills

  • Data entry proficiency
  • Document review
  • Filing and data archiving
  • Administrative support specialist
  • Insurance verifying
  • Document filing
  • Appointment confirmation
  • Insurance verification
  • Scheduling
  • Multitasking and organization
  • Performance monitoring
  • Work assignment delegation
  • Conflict resolution
  • Attention to detail

Timeline

Tax Examining Technician

Internal Revenue Service, IRS
02.2022 - 08.2024

Tax Clerk

Internal Revenue Service, IRS
01.2021 - 08.2021

Patient Service Representative

Intermountain Healthcare
09.2020 - 12.2020

Customer Service Representative

Home Depot
02.2020 - 09.2021

Patient Service Representative

Sutter Health
06.2019 - 02.2020

High School Diploma -

Two Rivers High School

Associate of Science -

Weber State University

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Chelsea Freeland