Gary Munoz-Villarreal
Brentwood,NY
Summary
Committed, passionate, organized, and caring. Skilled at multitasking and handling a variety of situations. Improved problem solving and bilingual skills. Able to provide high quality service. Flexible Customer Service Representative offering 9 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Lead Contact Representative
Internal
Brookhaven, NY
08.2024 - Current
- 40 Hours worked weekly.
- Conducted training sessions for new employees on best practices for handling customer inquiries.
- Responded quickly and effectively to escalated customer concerns.
- Ensured all customer calls were logged accurately in the database system.
- Researched complex cases that required additional investigation or review by other departments.
- Reviewed existing processes for efficiency gains and recommended changes where appropriate.
- Participated in team meetings to provide updates on progress of open cases or discuss potential process improvements.
- Provided direct customer service to callers, including answering inquiries, resolving problems and obtaining information.
- Monitored performance metrics such as average handle time and first call resolution.
- Developed and implemented strategies to improve customer satisfaction by providing accurate, timely responses.
- Developed reports summarizing monthly performance metrics such as average handle time, call abandonment rate.
Contact Service Representative
Internal Revenue Service, IRS
10.2015 - 08.2024
- 40 Hours worked weekly.
- My mission is to provide excellent customer support to the American tax payer
- I assist the taxpayer in all their needs efficiently and professionally.
- Provided excellent customer service by answering inquiries, resolving problems and complaints in a timely manner.
- Assisted customers with product selection and answered questions regarding product availability, features and benefits.
- Utilized problem solving techniques to resolve customer complaints quickly and effectively.
- Handled incoming calls from customers regarding account balances, billing inquiries, order placement and other related issues.
- Performed outbound calls to follow up on customer satisfaction survey results or inquire about additional product needs.
- Researched complex tax issues to ensure accurate reporting of income and deductions.
- Analyzed financial documents to provide accurate advice on the best options for minimizing taxes owed.
- Analyzed financial records to ensure accuracy of tax documents.
- Researched current legislation related to taxation and prepared reports on findings.
Centralized Quality Review System
Internal Revenue Service, IRS
Brookhaven, NY
11.2023 - 03.2024
- 40 hours worked weekly.
- Collaborated with team members to enhance operational efficiency in managing taxpayer accounts, utilizing knowledge of IRS policies and procedures.
- Demonstrated exceptional oral and written communication skills through the preparation of clear and concise reports, correspondence, and training materials, ensuring accurate information dissemination to both colleagues and taxpayers.
- Conducted quality reviews of taxpayer interactions, providing constructive feedback to improve service delivery and adherence to IRS standards.
- Proficient in using the Microsoft Office Suite (Outlook, Excel, Word) for data analysis, report generation, and effective communication within the team.
- Leveraged internal programs such as IDRS, AMS, IAT, and RTR to perform research and resolve taxpayer issues efficiently.
- Utilized the Verint, Ultra, and Contact Recording systems to monitor and evaluate customer service calls, resulting in an increase in overall service quality.
- Implemented the Embedded Quality Review System and National Quality Review System in regular evaluations, delivering both evaluative and non-evaluative reviews that contributed to continuous improvement initiatives.
- Demonstrated exceptional oral and written communication skills through the preparation of clear and concise reports, correspondence, and training materials, ensuring accurate information dissemination to both colleagues and taxpayers.
- Strong analytical skills, with the ability to interpret complex tax regulations and apply them in practical scenarios.
Education
Bachelor of Arts - History
Stony Brook University
2015
Associate of Arts -
Suffolk Community College
2008
Skills
- Use of IDRS, AMS, RTR, SERP, Command Codes
- Possess a strong understanding of various IRS programs and procedures
- Customer service
- Conflict resolution
- Critical thinking
- Problem solving
- Attention to detail
- Policy enforcement
References
Sheena Gertilus (631) 748-3001 Former Manager, Steven Lee 1 (516) 698-5489 Former supervisor, Gregory Dunn (631) 336-0386 Friend.
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Lead Contact Representative
Internal
08.2024 - Current
Centralized Quality Review System
Internal Revenue Service, IRS
11.2023 - 03.2024
Contact Service Representative
Internal Revenue Service, IRS
10.2015 - 08.2024
Bachelor of Arts - History
Stony Brook University
Associate of Arts -
Suffolk Community College