GRACE SUMO
Dallas,TX
Summary
Detail-oriented Customer Service and Claims Specialist with 4 years in call center operations and customer account management. Skilled in communication and critical thinking, leveraging CRM and insurance software to resolve complex policy inquiries. Focused on enhancing client satisfaction through tailored solutions and effective policy management.
Overview
8
8
years of professional experience
Work History
irs agent
Internal Revenue Service, IRS
Dallas, Texas
11.2025 - Current
- Conducted audits to ensure compliance with tax regulations and policies.
- Reviewed tax returns for accuracy and completeness before processing.
- Assisted taxpayers in resolving inquiries regarding tax obligations and filings.
- Researched tax laws to stay updated on changes affecting taxpayer services.
- Facilitated communication between taxpayers and government officials for issue resolution.
- Managed case files and maintained documentation in secure electronic systems.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Maintained accurate records of all customer interactions, processed customer accounts and filed documents.
Claims Representative
Alacrity Solutions Inc
Irving, TX
09.2024 - 06.2025
- Resolved customer inquiries regarding policies, claims, and billing issues, achieving first-call resolution for most problems and reducing supervisor escalations by 15%.
- Engaged with approximately 45 customers daily, delivering clear and friendly support.
- Collaborated with insurance adjusters to review claims.
- Used different insurance and customer service software to manage claims and improve the customer experience.
- Worked with insurance adjusters when claims needed to be reviewed or investigated.
- Trained new team members on how to handle claims, follow customer service steps, and use company systems.
Sales Representative
Genpact
Dallas, TX
03.2023 - 06.2024
- Developed creative sales strategies that led to strong revenue growth and improved the company's visibility in the market.
- Consistently delivered outstanding customer service, earning high satisfaction ratings and building lasting customer relationships.
- Collaborated with marketing teams to launch targeted email campaigns that significantly increased customer engagement and response rates.
- Regularly surpassed sales goals, demonstrating a solid record of achievement and strong performance under pressure.
Quality Assurance
Lone Star Overnight
Dallas, TX
10.2022 - 03.2023
- Conducted detailed inspections of outbound packages to ensure compliance with company standards and customer specifications, reducing delivery errors by 15%.
- Monitored operational workflows across sorting and distribution centers to identify process inefficiencies and recommend corrective actions.
- Collaborated with cross-functional teams including logistics, customer service, and IT to resolve quality issues and enhance service reliability.
- Maintained accurate documentation of quality checks, incident reports, and corrective measures in accordance with company and regulatory guidelines.
- Utilized CRM and QA tracking systems to analyze trends, generate performance reports, and support continuous improvement initiatives.
- Trained new team members on quality protocols and best practices, fostering a culture of accountability and precision.
- Implemented rigorous testing protocols to enhance product quality, resulting in a significant reduction in customer complaints.
Customer Service Representative
Walmart
Dallas, TX
03.2018 - 09.2022
- Provided friendly and efficient service to customers, assisting with purchases, returns, and inquiries to ensure a smooth shopping experience.
- Handled transactions accurately using point-of-sale systems, including cash, credit, and mobile payments.
- Resolved customer concerns with empathy and professionalism, contributing to high satisfaction scores and repeat business.
- Maintained organized front-end operations, including managing lines, restocking supplies, and supporting team members during peak hours.
- Trained new associates on company policies, customer service standards, and register procedures to support team performance.
- Promoted store loyalty programs and special offers, helping increase customer engagement and sales.
Education
High School -
Mesquite High School
Mesquite, TXSkills
- Tax Compliance Strategies
- Tax Filing Management
- Regulatory Compliance
- Microsoft Office
- CRM proficiency
- Customer Engagement
- Customer service
- Problem Solving
- Critical Thinking
- Time Management
- Communication
- Safety compliance
Timeline
irs agent
Internal Revenue Service, IRS
11.2025 - Current
Claims Representative
Alacrity Solutions Inc
09.2024 - 06.2025
Sales Representative
Genpact
03.2023 - 06.2024
Quality Assurance
Lone Star Overnight
10.2022 - 03.2023
Customer Service Representative
Walmart
03.2018 - 09.2022
High School -
Mesquite High School