Jacqueline Looney
Ogden,UT
Summary
Dynamic and goal-oriented professional with extensive experience at the IRS, excelling in debt collection and regulatory compliance. Proven track record in implementing effective payment plans and maintaining accurate records. Recognized for stress tolerance and exceptional customer service, consistently exceeding performance standards while training new hires to enhance team efficiency.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
9
9
years of professional experience
Work History
Collection Customer Service Representative
Internal Revenue Service, IRS
09.2023 - Current
- Entered taxpayer details and notes into system for interdepartmental access and review.
- Responded to taxpayer inquiries and provided detailed account information.
- Maintained accurate records of taxpayer accounts, payments and payment plans.
- Worked with taxpayers to create debt repayment plan based on current financial condition.
- Researched billing errors and discrepancies to initiate corrective action.
- Trained new hires in classroom and on the job instruction environments.
- Assisted with reviewing the calls of others to ensure quality and accuracy.
Captioning Agent
Sorenson Communications
01.2019 - 07.2023
- Generated error-free transcripts with skilled capturing and proofreading.
- Completed continuous capturing for lectures and classroom environments.
- Reviewed and edited transcribed reports and corrected material for spelling, grammar, and clarity.
- Developed and implemented strategies to improve transcription efficiency.
- Verified accuracy of transcribed material prior to finalization.
- Used headsets and transcribing software to take dictation of personal and business telephone calls.
Customer Service Representative
Bed Bath & Beyond
01.2017 - 01.2019
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
Chat Support Representative
T-Mobile
05.2016 - 12.2016
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Implemented and developed customer service training processes.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
Education
High School Diploma -
Fresno High School
Fresno, CANo Degree - Human Resources Management
Weber State University
Ogden, UTSkills
- Goal oriented
- Debt collection
- Stress tolerance
- Regulatory compliance
- Data entry proficiency
- Payment agreements
- Payment plan implementation
Timeline
Collection Customer Service Representative
Internal Revenue Service, IRS
09.2023 - Current
Captioning Agent
Sorenson Communications
01.2019 - 07.2023
Customer Service Representative
Bed Bath & Beyond
01.2017 - 01.2019
Chat Support Representative
T-Mobile
05.2016 - 12.2016
High School Diploma -
Fresno High School
No Degree - Human Resources Management
Weber State University