Ebony Sawyer
Cincinnati,OH
Summary
Dynamic Contact Representative with the IRS, skilled in problem-solving and performance improvement. Enhanced customer satisfaction through proactive issue resolution and effective communication. Trained new staff and developed comprehensive documentation, fostering team collaboration. Recognized for maintaining high productivity and quality under pressure while ensuring meticulous data entry and documentation.
Experienced with data analysis, statistical modeling, and business intelligence tools. Utilizes analytical skills to identify trends and provide actionable insights that support business decisions. Knowledge of data visualization techniques and effective communication ensures clear presentation of complex information to stakeholders.
Professional reviewer with high standard for quality and results. Reviewed diverse content, providing precise and valuable feedback to enhance overall quality. Known for strong team collaboration and adaptability to changing needs. Proficient in critical analysis and clear communication.
Overview
17
17
years of professional experience
Work History
Contact Representative
Internal Revenue Service, IRS
01.2008 - Current
- Proactively identified potential areas of improvement within the contact center''s operations, offering suggestions and helping to implement changes that led to enhanced customer experiences.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Guided customers through troubleshooting processes with patience and understanding, ultimately resolving technical issues quickly and efficiently.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Maintained strong attention to detail while reviewing numerous documents daily, ensuring consistent quality and accuracy.
- Conducted in-depth research to strengthen the overall quality and credibility of each review.
- Sustained high levels of productivity under tight deadlines by efficiently using available resources.
Education
Master of Science - Criminal Justice
University of Cincinnati
Cincinnati, OHSkills
- Goal oriented
- Empathy and patience
- Data entry proficiency
- Assertiveness
- Problem-solving skills
- Interpersonal skills
- Training experience
- Quality assurance
- Performance monitoring
- Performance improvement
- Report preparation
- Analytical
Performance Award 24
Performance award recipient every year from 2011 to Present.
Timeline
Contact Representative
Internal Revenue Service, IRS
01.2008 - Current
Master of Science - Criminal Justice
University of Cincinnati
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