Diann Rollins

• Provided professional customer service to thousands of daily visitors, answered questions, resolved concerns, and delivered accurate information in a high volume environment.
• Assisted visitors with diverse accessibility needs, adapting communications to ensure understanding and comfort.
• Coordinated logistics for large groups using visitor management software and audio-visual systems to enhance visitor experience.
• Documented and communicated information accurately, collaborating with team members to resolve issues effectively.

• Managed email correspondence, enhancing customer service response efficiency through streamlined communication processes.
• Assisted customers with specialized requests, coordinating with team members to facilitate thorough research and resolution.
• Responded to written correspondence from members and educational institutions concerning orders, membership inquiries, and account- related requests.
• Performed accurate data entry for membership dues accounts and other confidential information using computer -based systems.

• Processed information and responded professionally to inquiries, maintaining accurate records to support customer needs.
• Assisted taxpayers and USDA clients with account and program inquiries.
• Executed administrative and customer service tasks, ensuring accuracy and confidentiality in all interactions.
• Reviewed federal records to resolve customer questions and update case notes.
• Explained IRS policies in clear, professional language.

Progressed through various customer service roles - Customer Service Supervisor

• Advanced through progressively responsible positions to become Customer Service Supervisor, overseeing customer service employees, audits, records, cash/accounts controls, and daily operations.
• Supervised over 50 employees across three stations, communicated procedures, addressed concerns, and ensured operational efficiency.
• Managed daily advance and nightly closeout deposits and performed cash/account reconciliation with strong attention to detail.
• Conducted monthly stamp-stock and weekly clerk audits, ensuring record accuracy, identifying discrepancies, and implementing corrective actions.
• Maintained Time and Attendance records and documentation related to employee actions , attendance, and operational requirements.
• Reviewed customer forms for completeness before counter visits, minimizing delays and repeat contact, while implementing a money-order and stamp-only line.
• Delivered safety talks, reinforced procedures, and handled employee and customer concerns professionally.
• Worked in a fast-paced environment requiring accuracy, organization, confidentiality, judgment, and consistent follow-through.