Summary
Overview
Work History
Education
Skills
References
Specializedexperience
Timeline
Generic

Dreamia Williams

Ellenwood,GA

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

19
19
years of professional experience

Work History

Supervisory Contact Representative

Internal Revenue Service
09.2022 - Current
  • Assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees
  • Introduces ways to improve production, work processes and to increase the quality of the work
  • Instructs employees on work and administrative matters
  • Detects developmental and training needs of employee, providing or arranging for needed development and training
  • Incorporates minor disciplinary measures such as warning and reprimands and recommends other actions in more serious cases
  • Plans work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules of completion of work
  • Applies communicative techniques to effectively and diplomatically interact with internal and external customers
  • Incorporates management techniques, methods, theories, principles and labor relations concepts, to assure optimum utilization of personnel, equipment and space for the accomplishment of all program objectives with combined technical and administrative oversight
  • Utilizes basic budget management principles and practices
  • Applies regulations, other official guidance and principles, including the latest procedures and techniques sufficient to oversee the planning, development and implementation of the technical aspects of programs specific to the position being filled
  • Performs or assists in performing operational reviews, prepares or assists in preparing program evaluations and provides guidelines pertaining to the effectiveness of line program operations in meeting established goals and objectives
  • Resolves complaints from employees, refers group grievances and /or more serious unresolved complaints as appropriate
  • Evaluates work performance of subordinates and makes recommendations for outstanding performances recognition and/or disciplinary action
  • Advises on program staffing; recommends changes in methods, procedures and techniques to improve baseline measures; and conducts studies of employee/organizational efficiency and productivity and recommends changes in improvements in organization, staffing, work methods procedures
  • Monitors employees using applications such as Aceyus, Verint and Real Time Adherence (RTA)
  • Notifies the SA staff of any discrepancies such as incorrect or missing employee data
  • Inputs, validates, and corrects employee’s timesheets on SETR
  • Initiates and approves Business Entitlement Access Request System (Bears) requests for employees
  • Monitors employees work performance using Sharepoint and Embedded Quality Review System (EQRS)
  • Reviews and adjusts employee’s schedules per eWorkforce Managment (EWFM)
  • Observes the number of employees who are ready and/or taking calls by using Unified Contact Center Enterprise (UCCE)
  • Identifies and prioritizes workable overage cases or cases requiring follow-up actions by reviewing the Automated Age Listing (AAL) for the team.

Lead Contact Representative

Internal Revenue Service
03.2022 - 09.2022
  • Maintains current knowledge of procedures, policies and directives, answers questions, and provides both classroom and OJT instruction to employees
  • Performs administrative duties in the absence of the manager
  • Amends or rejects work not meeting established standards and refers to supervisor any problems on meeting performance standards
  • Resolves simple informal complaints, refers others to supervisor, reports on performance, progress and training needs of employees and on disciplinary problems
  • Assures equitable distribution among employees and timely accomplishment of assigned workloads
  • Obtains or verifies information needed for agency determination by contacting other agencies, employers, schools, or other organizations or individuals
  • Actively listens and addresses taxpayer questions/inquiries while protecting taxpayer’s sensitive personal and financial information; examines current tax regulations to properly provide answers
  • Identifies, handles, and resolve issues such as taxpayer disputes and delinquencies
  • Researches and analyzes taxpayer information to determine needed corrective actions
  • Retrieves, researches, and inputs information on both the Automatic Collection System (ACS) and Integrated Data Retrieval System (IDRS)
  • Sets up payment installment agreements for taxpayers stressing the importance of complying with rules and regulations; collects payments from taxpayers for taxes owed
  • Prepares manual refunds as needed
  • Distributes, balances, monitors and reports on workload in accordance with established workflow or job specialization
  • Provides exceptional customer service
  • Identifies and corrects incomplete and erroneous data in agency records; initiates actions to resolve discrepancies
  • Prepares and routes necessary correspondence and narrative reports
  • Recommend effective operations consistent with policies and objectives
  • Utilizes inventory management procedures to control casework and conduct research.

Contact Representative

Internal Revenue Service
10.2016 - 03.2022
  • Acquired and applies advanced knowledge of Revenue Procedures and codes
  • Obtains or verifies information needed for agency determination by contacting other agencies, employers, schools, or other organizations or individuals
  • Advises 30-40 taxpayers on laws, regulations, and options through correspondence and telephone
  • Actively listens and addresses taxpayer questions/inquiries while protecting taxpayer’s sensitive personal and financial information; examines current tax regulations to properly provide answers
  • Adjusts approximately 20-30 taxpayer's accounts as required; educates taxpayers on required adjustments applied while ensuring complete understanding
  • Identifies, handles, and resolve issues such as taxpayer disputes and delinquencies
  • Researches and analyzes taxpayer information to determine needed corrective actions
  • Retrieves, research, and inputs information on both the Automatic Collection System (ACS) and Integrated Data Retrieval System (IDRS)
  • Sets up payment installment agreements for taxpayers stressing the importance of complying with rules and regulations; collects payments from taxpayers for taxes owed
  • Initiates 10-15 credit transfers and prepares manual refunds as needed
  • Assists taxpayers in preparing forms and documents needed to meet reporting requirements or to support claims or application for benefits
  • Explains administrative procedures, normal processing times, and legal recourses open to individuals, and proper procedures for filing a complaint alleging violation of applicable law or regulations, or for appealing a determination made by the agency
  • Provides exceptional customer service
  • Identifies and corrects incomplete and erroneous data in agency records; initiates actions to resolve discrepancies
  • Prepares and routes necessary correspondence and narrative reports.

Economic Support Specialist 1

Division of Family and Children Services
10.2014 - 10.2016
  • Interviewed 50-100 applicants and recipients to determine eligibility for the use of social programs and agency resources monthly
  • Provided courteous and efficient customer service to county residents as well as the general public
  • Processed over 1000 Medicaid applications
  • Received 50-60 telephone calls and transfer calls to appropriate department daily
  • Managed time and prioritized work demands effectively
  • Attended weekly, monthly, and quarter meetings and initiatives as necessary for the benefit of the division
  • Reviewed and edit client data in Success
  • Faxed, scanned, and photocopied necessary correspondence.

Paraprofessional

Clayton County Public Schools
11.2010 - 10.2014
  • Created a positive and supporting learning environment
  • Established close relationship with parents, students, guardians, and community members
  • Monitored and evaluated student’s performance and implemented steps to improve weak areas
  • Introduced varies teaching methods to meet the requirements of students
  • Created and maintained excel spreadsheets for activities regarding funding which included training, book request, office supplies, special event activities and special projects
  • Composed, edit, and develop letters, memos, reports, spreadsheets and all other correspondence on a need basis.

Executive Assistant Manager

Walgreens Pharmacy
08.2005 - 11.2008
  • Created and maintained excel spreadsheets for activities regarding funding which included training, office supplies, special event activities and special projects
  • Verified the accuracy of Walgreens invoicing for revenue earned
  • Maintained supervisor’s appointment calendar and travel arrangements, reminded supervisor and other staff of planned meeting
  • Managed 20-30 floor crew including pharmacy staff
  • Conducted employee orientation, development and training sessions annually
  • Managed accounts receivables for up to 100 customer accounts
  • Responded to 10-15 customer inquiries; resulting in complete customer satisfaction
  • Investigated over 10 fraudulent activity within the store.

Education

Masters in Business Administration -

University of Phoenix
Marietta, GA
01.2010

Bachelors of Science in Healthcare Management -

Albany State University
Albany, GA
01.2005

Skills

  • Extensive problem-solving skills
  • Interpersonal skills
  • Supervisory skills
  • Work process improvement
  • Quality control
  • Training and development
  • Budget management
  • Program evaluation
  • Employee performance evaluation
  • Communication skills
  • Time management
  • Research and analysis
  • Data retrieval and input
  • Administrative procedures
  • Exceptional customer service
  • Data management
  • Excel spreadsheet management
  • Document editing and development
  • Positive learning environment creation
  • Office management
  • Appointment scheduling
  • Travel arrangements
  • Staff management
  • Employee orientation and training
  • Accounts receivable management
  • Fraud investigation
  • Law and regulation compliance
  • Healthcare management
  • Business administration

References

  • Ms. Renada L. Cooper, Contract Specialist, Contracting, HQ, U.S. Army Special Operations Command, Fort Bragg, NC, (910)432-1503/DSN:239-1503, renada.cooper@socom.mil
  • Ms. Sandrae Phillips, Budget Analyst, Division of Workforce Development, (770) 262-4140, sphillips0901@gmail.com
  • Ms. Chanel Denkins, Fraud Analyst, Bank of America, (404)783-7417

Specializedexperience

Proficient in following the law, regulation, and agency policies with 8 years of the Federal Government experience.

Timeline

Supervisory Contact Representative

Internal Revenue Service
09.2022 - Current

Lead Contact Representative

Internal Revenue Service
03.2022 - 09.2022

Contact Representative

Internal Revenue Service
10.2016 - 03.2022

Economic Support Specialist 1

Division of Family and Children Services
10.2014 - 10.2016

Paraprofessional

Clayton County Public Schools
11.2010 - 10.2014

Executive Assistant Manager

Walgreens Pharmacy
08.2005 - 11.2008

Masters in Business Administration -

University of Phoenix

Bachelors of Science in Healthcare Management -

Albany State University

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Dreamia Williams