Crystal Sapp
Jacksonville,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Tax Law. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with coworkers and taxpayers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for learning new aspects of tax laws and gaining experience in different sections within IRS.
Overview
18
18
years of professional experience
Work History
Customer Contact Representative
Department Of Treasury, IRS
10.2007 - Current
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Updated account information to maintain customer records.
- Educated customers about taxability, deductibility and eligibility of certain credits and deductions.
- Educated customers concerning tax exempt/government entities on policies and procedures related to maintaining a tax exempt status.
- Managed high-volume inbound calls, prioritizing urgent matters for immediate attention.
- Participated in team meetings and training sessions to stay informed about tax law updates and changes
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Teacher/Assistant Site Coordinator
FCCJ, Alternatives Unlimited DBI Academy
08.2006 - 08.2007
- Created and developed lesson plans to meet students' academic needs.
- Scheduled conferences with parents to discuss students' progress and classroom behavior.
- Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
- Designed detailed learning plans for struggling students based on test, homework and assignment records.
- Registered student progress and attendance on database to enable tracking history and maintain accurate records.
Education
Bachelor of Science - Elementary Education
Bethune - Cookman University
Daytona Beach, FL05.2002
No Degree - Medical Assisting
Ultrasound Diagnostic School
Jacksonville, FL06.1996
Skills
- Computer Proficiency
- Account updating
- Complaint resolution
- Data Entry
- Customer inquiries
- Active Listening
Timeline
Customer Contact Representative
Department Of Treasury, IRS
10.2007 - Current
Teacher/Assistant Site Coordinator
FCCJ, Alternatives Unlimited DBI Academy
08.2006 - 08.2007
Bachelor of Science - Elementary Education
Bethune - Cookman University
No Degree - Medical Assisting
Ultrasound Diagnostic School
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