DOMINIQUE WINFREY
Memphis,Tn
Summary
Dedicated and highly organized professional with a strong background in customer service, data entry/data analytics, and building positive relationships with team members and business functions. I am proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction and business goals. I am seeking a full time position that allows me to utilize my expertise to directly and efficiently address company concerns head-on, develop proactive solutions and implement corrections with efficiency and willingness to learn.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service
10.2022 - Current
- Answer incoming calls regarding tax payer accounts
- Review case files to ensure that all prescribed documents are present, complete and consistent with case file information.
- Respond to federal tax notices by preparing written responses.
- Analyze data consistent with the applicable tax laws and regulations to resolve and process a variety of Appeals, Amended Returns, and Individual Tax Returns.
- Take expeditious corrective action to process adjustments to the taxpayer's account.
- Analyze and verify the taxpayer's account history.
- Determines and initiates a variety of adjustment documents for case issuance af statutory notices.
- Reviews and issues statutory notices of deficiency.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Actively listened to customers, handled concerns quickly and de-escalated major issues.
- Answered constant flow of taxpayer calls with minimal wait times.
- Updated account information to maintain customer records.
Customer Service Representative
Advertising Checking Bureau
05.2021 - 10.2022
- Assisting customers with mail-in and online rebate information.
- Demonstrated and provided excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer service concerns while maintaining a calm friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate a excellent customer service experience.
Customer Service Representative
Teleperformance USA
12.2018 - 05.2021
- Assisting customers by answering product related IT issues.
- Maintained up-to-date knowledge of product and service changes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Educated customers about technical concerns and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Returns Clerk
Diamond Comic Distributors Inc.
09.2018 - 04.2020
- Checked packaging to verify good quality, no damage and acceptable appearance.
- Unloaded, inspected, and stored damaged and returned products.
- Improved documentation accuracy by carefully recording details of returned items in the database for future reference and analysis.
- Identified critical distribution issues and reported to team leader or supervisor.
- Attached identifying tags to track returned items and put back into re-saleable stock.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Ensured proper disposal or recycling of non-sellable returned items in accordance with environmental regulations and company policies.
Customer Service Representative
Independent Bank
09.2017 - 09.2018
- Assist customers to secure financing while purchasing a vehicle from a dealership.
- Review customers account information.
- Input data and account information for accuracy.
- Process new loans and manage communication regarding account status.
Customer Service Representative
Talent Force Disney Store Call Center
08.2016 - 09.2017
- Answer inquiries by clarifying desired information; Researching, Locating, and Providing Information.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Customer Service Specialist
Home Depot
11.2011 - 10.2016
- Documented customer correspondence in online look-up to track requests,work orders and solutions.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
High School Diploma -
Wooddale High School
Memphis, TN05.2010
Skills
- Microsoft Office
- De-escalation Techniques
- Customer Service
- Written Communication
- Oral Communication
- Organization
- Time Management
- Problem-Solution
- Confidential File Processing
- Debt/Credit Card Payment Processing
- Database Entry
- Detail Oriented
Technical Skills
- Software: Microsoft Office 365(Excel,Word,Powerpoint and Teams)
Accomplishments
- Certificate of Recognition
Timeline
Customer Service Representative
Internal Revenue Service
10.2022 - Current
Customer Service Representative
Advertising Checking Bureau
05.2021 - 10.2022
Customer Service Representative
Teleperformance USA
12.2018 - 05.2021
Returns Clerk
Diamond Comic Distributors Inc.
09.2018 - 04.2020
Customer Service Representative
Independent Bank
09.2017 - 09.2018
Customer Service Representative
Talent Force Disney Store Call Center
08.2016 - 09.2017
Customer Service Specialist
Home Depot
11.2011 - 10.2016
High School Diploma -
Wooddale High School
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