Dennishia Toliver
Lee's Summit,Missouri
Summary
Knowledgeable and dedicated customer service professional specializing in quality, speed and process optimization. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Contact Representative
Internal Revenue Service
02.2017 - Current
- As a Contact Representative I am responsible for inputting accurate adjustments onto taxpayer's accounts
- Reasons for adjustments include, but are not limited to, math errors, credit transfers; tax penalties, and interest computations, while processing changes to tax return information
- I am able to resolve taxpayer's complaints by investigating issues using research tools such as IDRS, SERP, AMS, CIS and IRM to review accounts and compose responses
- I am competent to analyze and audit documents to research and resolve processing problems
- I provide information by collecting and summarizing various tax forms such as the 1040 series and other various tax forms to respond to taxpayer's requests
- I delegate and manage tax payer transactions, payments, invoicing, remittance, etc
- I Execute and manage assigned work within allotted time frames by processing and researching accounts through thoroughness, organization and attention to detail
- I am able to maintain control records for correspondence, and work assignments, establishing and following up on suspense dates
- I am able to gather and analyze automated or manual data and apply knowledge of training operations and systems
- Other skills and duties include utilizing problem solving skills by taxpayer focus, being proactive, and general math skills.
Customer Service Representative
TriWest Healthcare Alliance
08.2016 - 09.2017
- I am responsible for communicating effectively with Veterans to conduct telephone interviews that professionally provide full explanations to specific inquiries that are resolved both promptly and thoroughly
- Elicit sensitive, personal and financial information while staying within HIPAA regulations
- Provide quality service and support in a variety of areas including, but not limited to billing, scheduling, faxing, and contacting providers offices
- I am also able to Develop, analyze and evaluate information involving the research of records and the nature of each inquiry.
Pharmacy Technician
Optum RX
09.2014 - 07.2016
- I am responsible for working closely with the pharmacist to help prepare and give out prescription medication
- I assist in the intake of written or electronic prescriptions over the phone and in person
- I worked with health professionals and customers, accurately help mix medicines, count pills, measure medication, label and give instructions for medicine
- In addition to my regular duties, I also assist with billing insurance and handling payments
- I was the liaison between the public and pharmacists, helping set up consultations and recommendations.
Education
Associate Of General Studies -
East High School
Kansas City, MOSkills
- Time Management
- Telephone Etiquette
- Complaint Resolution
- Payment Processing
- Customer Service Optimization
- Resolving Issues
- Credit adjustments
- Inbound Phone Call Management
- Documentation and Reporting
- Account Management
- Appointment Scheduling
- Customer Support
Additional Information
TECHNICAL SKILLS Microsoft Office Suite (Word, PowerPoint, Excel, Access, and Outlook) IDRS, IAT Tool and Various Online Systems
Timeline
Contact Representative
Internal Revenue Service
02.2017 - Current
Customer Service Representative
TriWest Healthcare Alliance
08.2016 - 09.2017
Pharmacy Technician
Optum RX
09.2014 - 07.2016
Associate Of General Studies -
East High School