JACQUELINE LIKAM
Austin
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Internal Revenue Service, IRS
Austin, TX
06.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for customers and the company.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintaining and ensuring that inventory is worked.
- Complying with organization policies and standards.
- Following safety and hygiene protocols.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive client feedback.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Monitoring and documenting case resolutions.
Tax Examiner
Internal Revenue Service, IRS
Austin, TX
03.2021 - 06.2023
- Ensured timely processing of returns through efficient workload management and attention to detail.
- Communicated with taxpayers in writing.
- Ensure metrics and data are up-to-date and accurate
- Collaborated with team members to enhance overall efficiency and effectiveness within the department.
- Managed high-volume caseloads, maintaining organization and prioritization to meet tight deadlines.
- Resolved complex tax issues through diligent research and effective communication with taxpayers.
- Research issues and make corrections.
- Process, audit and adjust accounts and information in the system.
Caregiver
CareFor
Austin, TX
07.2018 - 07.2019
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient's personal space.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted patients with self-administered medications.
Psychiatric Nurse Assistant 1
Austin State Hospital
Austin, TX
01.2014 - 01.2015
- Educated patients and families about mental health, diagnoses and treatment options.
- Explained useful coping methods to relieve depression and anxiety.
- Deescalated agitated patients using verbal interventions before resorting to physical restraints or seclusion when necessary.
- Developed successful discharge plans to help continuity of care upon patient release.
- Collaborated with interdisciplinary team members for effective treatment planning and optimal patient outcomes.
- Provided direct quality care to patients by monitoring, recording and evaluating psychiatric conditions.
- Monitored vital signs, nutritional intake and signs and symptoms of complications to report deviations to supervisor.
- Evaluated the efficacy of implemented care plans through regular monitoring of patient progress toward established goals.
- Contributed to a positive work environment by fostering open communication, teamwork, and mutual respect among colleagues and patients alike.
Data Entry Clerk
ManPower
Austin, TX
01.2011 - 12.2011
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved the database to keep records of essential organizational information.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
- Sorted documents and maintained organized filing process.
Education
Associate of Science (AS) - Healthcare Administration
Herzing University
Austin, TX02.2020
Vocational Nursing License (LVN) -
Cybertex Institute of Technology
Austin, TX10.2016
Skills
- Customer service
- Strong communication skills
- Ability to lift and carry objects
- Ability to work in a sterile environment
- Recordkeeping and documentation
- Respectful and compassionate
- Ability to adhere to safety protocols
- Microsoft Word
- Ability to follow manufacturer's instructions
- Active listening, maintaining privacy and confidentiality
- Problem resolution
- Multitasking and organization
Healthcare Work History
- CareFor, Caregiver, Austin, TX, 07/18-07/19
- Austin State Hospital, Psychiatric Nurse Assistant 1, Austin, TX, 01/14-12/15
- Austin State Supportive Living Center, Food Service, Austin, TX, 01/13
Administrative Experience
- Likam Resident, Household Manager, Austin, TX, 08/15-present
- ManPower, Data Entry Clerk, Austin, TX, 01/11
- Socopaho, Customer Service Support & Administrative Assistant, Douala, Douala, Cameroon, Africa, 12/08-11/09
- Fetlait, Human Resources Consultant-Employee Relations, Cameroon, Africa, 12/06-11/08
Healthcare Administrative Skills
- Interacts with patients, visitors, physicians and office staff, and other hospital personnel in a professional manner that exemplifies the facility’s mission and core values.
- Communicates patient information to all appropriate healthcare providers and levels of management and employees, as well as manually and electronically while keeping patient information confidential and abiding by HIPPA standards.
- Exercise data entry skills to enter patient information and orders electronically with Typing Speed of 40 wpm.
- Acts as a centralized communication facilitator for the patient care areas.
- Answer telephone in a courteous and professional manner and routes telephone calls to the appropriate individual/department while prioritizing the flow of patient information to all areas.
- Proven ability to analyze problems and situations and recommend appropriate courses of action.
- Ability to create a work atmosphere which encourages trust, innovation and high performance.
- Skilled with computers including Microsoft Office Suite, Internet Browsers, etc.
Certification
- Texas Driver's License
- CPR/AED Certification
- Basic Life Support
Languages
English
Full Professional
French
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Internal Revenue Service, IRS
06.2023 - Current
Tax Examiner
Internal Revenue Service, IRS
03.2021 - 06.2023
Caregiver
CareFor
07.2018 - 07.2019
Psychiatric Nurse Assistant 1
Austin State Hospital
01.2014 - 01.2015
Data Entry Clerk
ManPower
01.2011 - 12.2011
Associate of Science (AS) - Healthcare Administration
Herzing University
Vocational Nursing License (LVN) -
Cybertex Institute of Technology