Genea Leonard

Customer Service Representative

Internal Revenue Service, IRS

08.2022 - Current

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Streamlined call center processes for improved efficiency and reduced wait times.
Resolved customer complaints with empathy, increasing loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for customers and the company.
Assisted customers in navigating the company website and improving overall user experience.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
Achieved high-quality service by adhering to company policies and procedures during each interaction.
Reduced call resolution time through efficient problem-solving and communication skills.
Enhanced customer satisfaction by resolving complex issues promptly and professionally.
Consistently met or exceeded performance goals, contributing to the overall success.
Participated in ongoing training sessions, continuously enhancing knowledge and customer service skills.
Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering client inquiries.
Helped a large volume of customers daily with a positive attitude and focused on customer satisfaction.
Addressed customer account discrepancies and concerns.
Learned and maintained an in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Educated customers on company systems, form completion, and service access.
Investigated and resolved customer inquiries and complaints quickly.
Met customer call guidelines for service levels, handle time and productivity.