DONNA RIGBY
Moriches,NY
Summary
Accomplished at the Internal Revenue Service, I led customer service initiatives, achieving performance targets and enhancing satisfaction. Expert in call management and team mentorship, I streamlined operations and fostered collaborative success. Skilled in account management and complaint resolution, my leadership contributed to significant service improvements. Excellent oral and written communication.
Overview
24
24
years of professional experience
Work History
Lead Customer Service Representative
Internal Revenue Service, IRS
02.2008 - 02.2025
- Led a team of customer service representatives in a large call center, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Monitored team for adherence to their schedule.
- Collaborated with cross-functional teams to escalate complex issues and provide timely resolution for taxpayers.
Supervisory Contact Representative
Internal Revenue Service, IRS
01.2015 - 05.2015
- Prepared team for filing season readiness.
- Organized schedules, set specific goals, and provided feedback for them to reach those goals.
- Allocated tasks for each team member based on their strengths.
- Administrative duties completed to make sure employees were input for grade increases.
- Composed and input annual and mid-year appraisals.
- Developed employees that were interested in moving forward in their career path.
Contact Representative
Internal Revenue Service, IRS
01.2001 - 02.2008
- Answered inbound calls and made outbound calls to customers.
- Responded to and resolved phone and paper inquiries regarding refunds, balances owed, missing payments, and other account issues.
- After verifying the taxpayer or representative had proper authorization for account access, updated account information and adjusted for errors made.
- Left history on the account in order to maintain accurate records of customer contacts, issues raised, and actions taken.
- Resolved issues and handled customer complaints.
Education
St Joseph's College, Suffolk Cty Comm Coll, SUNY
Suffolk County, NYSkills
- Team member training
- Call management
- Work prioritization
- Call center experience
- Account management
- Customer correspondence
- Complaint resolution
Timeline
Supervisory Contact Representative
Internal Revenue Service, IRS
01.2015 - 05.2015
Lead Customer Service Representative
Internal Revenue Service, IRS
02.2008 - 02.2025
Contact Representative
Internal Revenue Service, IRS
01.2001 - 02.2008
St Joseph's College, Suffolk Cty Comm Coll, SUNY
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