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Dionne Drummer
Kansas City
Summary
Dynamic Lead Customer Service Representative at the IRS, recognized for enhancing customer satisfaction through effective complaint handling and team member training. Leveraged problem-solving skills to exceed first-call resolution targets, while fostering a collaborative environment that improved service delivery and operational efficiency. Able to adapt in an everchanging atmosphere. Committed to delivering exceptional support with a positive attitude. Thorough, skilled researcher with first-rate communication skills. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles. Hardworking and highly dependable.
Overview
30
30
years of professional experience
Work History
Lead Customer Service Representative
Internal Revenue Service, IRS
01.1996 - 09.2025
- Resolved customer inquiries and complaints with a focus on first-call resolution.
- Provided accurate information regarding products, services, and policies to enhance customer experience.
- Trained new team members on procedures and best practices for handling customer calls.
- Collaborated with cross-functional teams to improve service delivery and escalate urgent issues.
- Analyzed call data to identify trends and recommend process improvements for efficiency.
- Mentored junior representatives, fostering a supportive learning environment and promoting teamwork.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our organization.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Achieved high-quality service by adhering to policies and written procedures during each interaction.
- Maintained a thorough knowledge of tax law and services to provide accurate information to customers.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding the organizations operations, policies and services.
- Backed up other customer service managers.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
Central Computers Unlimited
Kansas City, MONo Degree -
Penn Valley Community College
Kansas City, MONo Degree -
Longview Community College
Kansas City, MOSkills
- Complaint handling
- Team member training
- Call management
- Work prioritization
- Customer service
- Customer support
- Data entry
- Written and oral communication
- Multitasking and organization
- Time management
- Problem-solving
- Positive attitude
Affiliations
Member of Memorial Baptist Church
Interests
Timeline
Lead Customer Service Representative
Internal Revenue Service, IRS
01.1996 - 09.2025
High School Diploma -
Central Computers Unlimited
No Degree -
Penn Valley Community College
No Degree -
Longview Community College
Team Hawk Awards, Manager On The Spot Award, and Performance Award
Based on my job performance and leadership abilities, I have been recognized by my supervisor multiple times throughout my government career with Team Hawk Awards, Manager On The Spot Awards and Performance Awards. I consistently received a Performance Award since 2003.