Jack Miller
Customer Service/Office operations
Fresno,CA
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
Fresno, CA
01.2001 - 03.2023
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Mentored junior team members and managed employee relationships.
- Answered customer inquiries and provided accurate information regarding products and services.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Updated databases with new and modified customer data.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Identified needs of customers promptly and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Mentored new employees on procedures and policies to maximize team performance.
Education
High School Diploma -
Central High School
Fresno, CA06-2000
Skills
- Information Security
- Inbound and Outbound Calling
- Product Knowledge
- Appointment Scheduling
- Active Listening
- Critical Thinking
- Prioritization
- Customer Relations
- Research
- Building Rapport
- Account Management
- Problem Resolution
Accomplishments
- Received performance awards year after year
- Was selected to travel to service centers out of state to help roll out the implementation of a new software program.
- Was selected as a work lead for new hires.
Timeline
Customer Service Representative
Internal Revenue Service, IRS
01.2001 - 03.2023
High School Diploma -
Central High School