Cynthia Gerrick
Sheffield Lake,OH
Summary
Dependable and ambitious Client Services Representative seeking the position of Internal Revenue Service Gatekeeper. Offering a proven track record of exceptional performance in maintaining compliance standards, resolving inquiries and ensuring smooth operations. Committed to providing excellent customer service and contributing to the efficient function of the organization. Highly organized and detail-oriented professional with over a 25 year career in all types of client services. Experienced with requests included in chats, phone calls and emails. Works efficiently both independently and as a team player on both an instructor cadre and a subject matter expert cadre.
Overview
2026
2026
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service
Cleveland, OH
11.2021 - Current
- Utilized excellent problem solving skills to research and resolve complex tax related issued, ensuring compliance with IRS guidelines.
- Maintained strict confidentiality and security protocols while handling sensitive tax payer information, ensuring data protection and privacy.
- Collaborated effectively with tax professionals and cross functional teams to provide guidance and support, ensuring accurate and timely tax information.
- Proficient in using various IRS software and systems, effectively navigating and utilizing available resources to provide accurate information and assistance to taxpayers.
- Currently a certified instructor for various job related classes.
- Current member of the subject matter expert cadre.
- Received multiple manager awards for consistently meeting or exceeding performance targets, including high accuracy rates and excellent customer satisfaction ratings.
Client Support Representative
Asurint
02.2020 - 10.2021
- Responds to all client inquiries and asks appropriate questions to facilitate a speedy resolution.
- Conduct case creation and management
- Delivers outstanding service to clients to maintain and establish relationships for future business opportunities.
- Performs excellent customer service by managing phone calls, live chats and emails to ensure availability for assistance.
- Research complicated cases without prompting to provide more comprehensive service to clients.
- Remains courteous and calm at all times, even during moments of intense candidate displeasure.
Verification Representative
Asurint
02.2019 - 02.2020
- Processed 50 + inbound & outbound telephone calls to verify education history/educational degrees.
- Performed and processed personal and professional reference interviews.
- Verified accuracy of the candidates' background information utilizing various internet sites and databases.
- Answered candidate telephone calls promptly and professionally to avoid on-hold wait times.
- Directed candidates and clients to appropriate departments for additional support.
- Carefully managed confidential and sensitive information daily.
Bank Teller/Customer Service
Chase Bank
2 2015 - 02.2019
- Managed and processed deposits, withdrawals, transfers and check cashing; verified and updated client identification, implemented KYC signature and clients account information; processed loan payments; and reviewed, investigated and transcribed client transactions.
- Provided an elevated client experience to generate a loyal clientele.
- Educated clients on online service offerings and mobile apps. Helped account holders access technology to enhance banking convenience via multiple self-service channels.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Directed calls to appropriate individuals and departments.
- Qualified to count and balance cash drawer with 100% accuracy.
Office Manager
Star Stamping Co
7 1997 - 10 2013
- Utilized excellent problem solving skills to research and resolve complex tax related issued, ensuring compliance with IRS guidelines.
- Maintained strict confidentiality and security protocols while handling sensitive tax payer information, ensuring data protection and privacy.
- Collaborated effectively with tax professionals and cross functional teams to provide guidance and support, ensuring accurate and timely tax information.
- Proficient in using various IRS software and systems, effectively navigating and utilizing available resources to provide accurate information and assistance to taxpayers.
- Currently a certified instructor for various job related classes.
- Current member of the subject matter expert cadre.
- Received multiple manager awards for consistently meeting or exceeding performance targets, including high accuracy rates and excellent customer satisfaction ratings.
Education
2 years - Commercial Art
Cuyahoga Community College Western Campus
Parma, OH1997
High School Diploma - undefined
Holy Name High School
Parma Heights, OH1995
Skills
- Experienced in taxpayer relations
- Attention to detail and accuracy
- Exceptional in maintaining and organizing confidential information
- Multi-task Management
- Strong interpersonal skills
- Demonstrates composure under pressure
- Outstanding communication and interpersonal abilities
- Proficient in using various IRS software and systems
- Critical Thinking
- Problem-solving abilities
Awards
- TOA Manager Award
- Manger Award - Treasury
- Ind Specl/Serv Award
- TOA Manager Award
Timeline
Customer Service Representative
Internal Revenue Service
11.2021 - Current
Client Support Representative
Asurint
02.2020 - 10.2021
Verification Representative
Asurint
02.2019 - 02.2020
2 years - Commercial Art
Cuyahoga Community College Western Campus
High School Diploma - undefined
Holy Name High School
Bank Teller/Customer Service
Chase Bank
2 2015 - 02.2019
Office Manager
Star Stamping Co
7 1997 - 10 2013