Summary
Overview
Work History
Education
Skills
Coursework
Qualifications Summary
Professional Statement
Timeline
Generic

Donneshia Armstrong

Memphis,TN

Summary

Positive team player with strong customer service skills looking to utilize my education and past work experiences in an entry-level IT support position.

Overview

16
16
years of professional experience

Work History

Lead Tax Examiner

Internal Revenue Service, IRS
01.2024 - Current
  • Facilitated smooth communication between taxpayers and the IRS by addressing inquiries professionally and providing clear explanations regarding examination results.
  • Enhanced efficiency by streamlining tax examination processes and implementing time-saving strategies.
  • Spearheaded the development of a new audit process, resulting in increased compliance with relevant tax regulations.
  • Contributed to team-wide discussions on best practices for handling unique or challenging cases, leveraging personal expertise in complex situations.
  • Managed workload effectively through prioritization of tasks based on urgency, complexity, and deadline requirements.

Customer Contact Representative

Internal Revenue Service, IRS
01.2021 - Current
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Developed rapport with clients through active listening and empathetic responses, fostering trust and loyalty.
  • Educated clients on product features and benefits ultimately driving increased sales revenue.
  • Made cold calls to potential customers with information.
  • Reduced call wait times by efficiently handling inquiries and routing calls as needed.
  • Managed high-volume inbound calls, prioritizing urgent matters for immediate attention.

Customer Service Agent

Pizza Hut Call Center
09.2017 - Current
  • Provide excellent customer service, answer inbound and routed outbound calls, refund orders, accept payments and handle complaints

Custodian

ISS Cleaning Services
04.2017 - 08.2017
  • Cleaned office buildings and suites, sanitized workstations and bathrooms, dusted, and pulled and emptied trash

Package Handler

FedEx Ground
08.2010 - 10.2010
  • Loaded, unloaded and scanned freight

Custodian

ABM Janitorial Service
08.2008 - 09.2008
  • Cleaned floors, mopped hallways, dusted windows, and cleaned carpets

Education

A.A.S. - Computer Information Technology

Southwest Tennessee Community College
Memphis, TN
05.2020

Skills

  • Tax law expertise
  • Verbal and written communication
  • Multi-state tax returns
  • Research and documentation
  • Regulations and compliance

Coursework

  • Computer Applications
  • Unix/Linux OS
  • Microsoft Desktop OS
  • Beginning HTML & CSS
  • System Analysis
  • Windows Server Admin
  • Network Security
  • Database Concepts
  • CCNA I

Qualifications Summary

  • Basic PC System Set Up, Configuration & Troubleshooting
  • 80+ wpm Data Entry
  • VMware (Oracle, Fedora, VirtualBox, Remote Access)
  • Experience with Active Directory Files Working on a Shared Server
  • Windows 10 and Linux OS, Microsoft (Word, Excel, Access, PowerPoint, Outlook)
  • Excellent Customer Service, Effective Communication, Friendly and Professional Demeanor

Professional Statement

Positive team player with strong customer service skills looking to utilize my education and past work experiences in an entry-level IT support position.

Timeline

Lead Tax Examiner

Internal Revenue Service, IRS
01.2024 - Current

Customer Contact Representative

Internal Revenue Service, IRS
01.2021 - Current

Customer Service Agent

Pizza Hut Call Center
09.2017 - Current

Custodian

ISS Cleaning Services
04.2017 - 08.2017

Package Handler

FedEx Ground
08.2010 - 10.2010

Custodian

ABM Janitorial Service
08.2008 - 09.2008

A.A.S. - Computer Information Technology

Southwest Tennessee Community College

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Donneshia Armstrong