Holly Maffett
San Marcos,TX
Summary
Dynamic Supervisory Contact Representative with the IRS, recognized for enhancing customer satisfaction through effective problem-solving and quality control. Leveraged strong interpersonal skills and data entry proficiency to implement process improvements, resulting in increased efficiency and retention. Committed to delivering exceptional service while fostering a culture of continuous learning and collaboration.
Overview
25
25
years of professional experience
Work History
Supervisory Contact Representative
Internal Revenue Service, IRS
01.2001 - Current
- Provided accurate information to taxpayers regarding tax regulations and filing procedures.
- Resolved customer inquiries effectively, ensuring compliance with IRS standards and guidelines.
- Assisted in training new representatives on IRS systems and customer service protocols.
- Implemented process improvements that enhanced the efficiency of taxpayer assistance operations.
- Collaborated with cross-functional teams to streamline communication and workflow processes.
- Analyzed taxpayer needs to deliver tailored solutions and improve overall satisfaction rates.
- Led initiatives to enhance quality control measures, ensuring accuracy in taxpayer interactions.
- Mentored junior representatives, fostering a culture of continuous learning and performance excellence.
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- 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.
- Collaborated closely with other departments to ensure seamless support for customers throughout their journey with the company.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Participated in regular professional development opportunities to enhance skills and stay current on industry trends.
- Increased customer retention by expertly handling escalated issues in a timely manner.
- 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.
- Guided customers through troubleshooting processes with patience and understanding, ultimately resolving technical issues quickly and efficiently.
- Demonstrated empathy when addressing sensitive situations, creating trust between the company and clientele.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Created and maintained detailed database to develop promotional sales.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and backed up other customer service managers.
Education
GED -
Harford Community College
Bel Air, MD05-1986
Skills
- Goal oriented
- Empathy and patience
- Data entry proficiency
- Assertiveness
- Cross-cultural sensitivity
- Strong interpersonal skills
- Customer service
- Social perceptiveness
- Problem-solving skills
- Call center customer service
- Resolving issues
- Customer communications
- Verbal and written communication
- Answering questions
- Customer support
- Communicating with clients
- Gathering information
- Data entry
- Customer service optimization
- Product knowledge
- Interpersonal skills
- Customer relationship management
- Quality control
- Documentation and reporting
- Training experience
- Complaint resolution
- Call control
- Quality assurance
- Calm disposition
- Performance monitoring
- Logging call information
- Building rapport
- Performance improvement
- Call center operations
- Data gathering
- Account management
- Proficient in [software]
- Report preparation
- Account updating
- Database research
- Prospecting skills
- System documentation
- Quality assurance controls
- Record preparation
- Credit adjustments
- Analytical
- Call logging
- Call controlling
- Call documentation skills
- Call handling
- Quality assurance optimization
- Call control skills
- Professional phone voice
- Caller accomodations
- Providing customer support
- Customer account updates
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Customer service excellence
- Organizational skills
- Team collaboration
- Calm under pressure
- Active listening
- Effective communication
- Adaptability and flexibility
Timeline
Supervisory Contact Representative
Internal Revenue Service, IRS
01.2001 - Current
GED -
Harford Community College
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