Demitrious Benefield
Dallas,Texas
Summary
Seasoned Lead Customer Service Agent with background in high-volume customer service environments. Proven experience managing diverse teams, resolving complex customer inquiries, and fostering client relationships to boost loyalty. Strengths include problem-solving skills, team leadership abilities, and clear communication style. Previous work has resulted in improved operational efficiency and increased overall customer satisfaction.
Overview
6
6
years of professional experience
2003
2003
years of post-secondary education
Work History
Lead Customer Service Agent
IRS
07.2024 - Current
- As a lead specialist I assist my supervisor with anything that she needs assistance with.
- I'm the first point of contact for my team when they need help with any account information regarding refunds, balances, freeze codes.
- I also was the one to lead the team meetings to give them any new information and over any quality information.
- I did a lot of coaching with any team members that had received any bad grades on their midyear or annual reports.
- I also took calls from different apps and was able to assist the taxpayers with refunds, identity verification, tac appointments, some balance due issues, and tax law topics as well.
TAC Appointment Setter
IRS
01.2024 - 07.2024
- Taking App 55 calls, answering any questions and assisting the taxpayers with any issues they had to avoid a in person appt.
- Being that I am TPP trained as well as Accounts Management trained I am able to avoid a lot of in person appointments.
- With the correct letter and tax return information I was able to take care of the taxpayers identity verification over the phone and cut down on a lot of callbacks and transfers to that department.
- I was able to assist taxpayers with refund questions, some balanced due questions, credit transfers, math errors, vita site locations, ordering forms, explaining the letters we sent out to them, and a list of other things.
Taxpayer Protection Program Agent
IRS
06.2022 - 01.2024
- Taking inbound calls in the taxpayer protection program I was able to verify the taxpayers identity by using several different methods.
- We went through a series of questions using the disclosure tool and the high-risk tool as well.
- I was trained to go over current and past due tax return information to verify the identity of the taxpayer.
- I was trained to be able to mark a tax return as identity theft it was not filed by the taxpayer.
Customer Service Representative
IRS
08.2021 - 06.2022
- As a contact representative I took inbound calls from taxpayers, assisting them with different tax issues that they may have as far as refund status, payment information, verifying different information being requested, transferring to different departments if necessary in which I may not have been trained in all while keeping their information secure and protecting sensitive information.
- I answered questions in regards to stimulus payments and limited number of questions concerning the child tax credit.
- Any questions the taxpayers had regarding math errors or freeze codes I was able to give a detailed answer of why it was an issue.
- I was trained to explain the different processing timeframes for taxes being prepared and processed.
- Also, I was trained to work the taxpayer protection program verifying the taxpayers identity, verifying if the tax return filed was fraudulent or not, giving the necessary steps to the taxpayer to get their refund if the return was not fraudulent, taking all necessary actions to archive the tax return, advising customers what documentation was necessary to send in when we had questions about wages and employers, verified whether the documentation was received or not.
Seasonal Customer Contact Agent
IRS
10.2019 - 08.2021
- As a contact representative I took inbound calls from taxpayers, assisting them with different tax issues that they may have as far as refund status, payment information, verifying different information being requested, transferring to different departments if necessary in which I may not have been trained in all while keeping their information secure and protecting sensitive information.
- I answered questions in regards to stimulus payments and limited number of questions concerning the child tax credit.
- Any questions the taxpayers had regarding math errors or freeze codes I was able to give a detailed answer of why it was an issue.
- I was trained to explain the different processing timeframes for taxes being prepared and processed.
Education
Elecentro Middle College High School
Dallas, TXSkills
- Team leadership
- Coaching and mentoring
- Escalation management
- Customer correspondence
- Customer support
Timeline
Lead Customer Service Agent
IRS
07.2024 - Current
TAC Appointment Setter
IRS
01.2024 - 07.2024
Taxpayer Protection Program Agent
IRS
06.2022 - 01.2024
Customer Service Representative
IRS
08.2021 - 06.2022
Seasonal Customer Contact Agent
IRS
10.2019 - 08.2021
Elecentro Middle College High School