Cornelia Andrews
McDonough,GA
Summary
Hardworking and knowledgeable Customer Service Representative that is well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.
Overview
15
15
years of professional experience
Work History
Customer Contact Representative
Internal Revenue Service, IRS
Chamblee, GA
11.2021 - Current
- Works 40 hours weekly, works overtime weekly when available. Currently a GS-0962-07 and will become a GS-0962-08 in November 2024.
- Protects confidentiality of taxpayer information within the confines of disclosure laws, rules, and regulations.
- Assigns, updates and closes cases on Examination Returns Control System (ERCS), Audit Information Management System (AIMS) and Report Generation System (RGS) as necessary. Establishes controls on ERC's for collateral records and returns requisitioned in Technical Services.
- Requests and reviews Integrated Data Retrieval System (IDRS) printouts and transcripts, as necessary, to aid in processing cases. Makes preliminary determinations regarding the type of case and the appropriate actions to be taken.
- Completes procedural and limited technical review of certain Examination cases involving simple tax issues. Decides whether conclusions reached by the examiner are in compliance with statutory provisions, procedural and policy requirements.
- Reviews and completes procedural review of non-docketed Appeals cases (i.e. statutes, protests) and takes appropriate case closing actions.
- Interprets and applies applicable portions of basic tax law and regulations, and basic collection techniques and enforcement actions, to advise, inform and collect taxes along with 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.
- Explains what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes in cases involving: varied sources of income including self-employment, itemized personal and business expense deductions, or carryover/carry back of capital losses and investment credit from prior years, or comparable issues requiring reference to the tax code and precedent.
Customer Service Representative
Asurion Call Center
Houston, TX
06.2021 - 11.2022
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Explained benefits, features and recommendations to maximize client retention.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Financial Service Professional
Self Employed
Gainesville, FL
09.2017 - 06.2021
- Promoted insurance and products to individuals and businesses and analyzed and determined financial viability and productivity of target products and services.
- Analyzed client capital structures and plans and recommended products and financial strategies to meet needs.
- Interviewed clients to determine income, expenses, financial objectives and risk tolerance in order to develop successful financial plans.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Mentor
Alachua County School Board
Gainesville, FL
10.2015 - 05.2017
- Promoted parent and teacher partnerships and communications to support students educational goals.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Assisted with development of daily living, communication and social skills in parents of preschoolers.
Secretary
Leon County Schools Transportation
Tallahassee, FL
12.2013 - 09.2015
- Received and routed incoming calls and correspondence to promote timely communication.
- Coordinated communications, including taking calls, responding to emails and interfacing with clients.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Maintained office safety by screening visitors, updating logs and issuing temporary passes.
- Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
- Sorted and distributed business correspondence to correct department or staff member, reducing dropped communications and enabling faster responses to key requests.
- Maintained organized filing system of paper and electronic documents.
Customer Service Representative
NCO
Houston, TX
07.2009 - 11.2013
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assessed customer needs and upsold products and services to maximize sales.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Reviewed account and service histories to identify trends and issues.
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
Education
Associate of Science - Information Technology
Pearl River Community College
Poplarville, MS05.1996
Skills
- Business Development
- Microsoft Access
- Scheduling Software
- Web Browser Software
- Data Entry Software
- Microsoft Office
- Active Listening
- Active Learning
- Complex Problem-Solving
- Time Management
Timeline
Customer Contact Representative
Internal Revenue Service, IRS
11.2021 - Current
Customer Service Representative
Asurion Call Center
06.2021 - 11.2022
Financial Service Professional
Self Employed
09.2017 - 06.2021
Mentor
Alachua County School Board
10.2015 - 05.2017
Secretary
Leon County Schools Transportation
12.2013 - 09.2015
Customer Service Representative
NCO
07.2009 - 11.2013
Associate of Science - Information Technology
Pearl River Community College
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