Jade Pryor
Memphis,TN
Summary
Dynamic Program Analyst with a proven track record at the Internal Revenue Service (IRS), enhancing first call resolution rates and exceeding performance metrics. Expert in CRM software and exceptional at customer service, I blend active listening with data entry proficiency to deliver outstanding customer experiences. Achieved significant improvements in customer satisfaction and operational efficiency.
Overview
7
7
years of professional experience
Work History
Program Analyst
Internal Revenue Service (IRS)
01.2021 - Current
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
Customer Service Representative
Great Beginnings Child Care
01.2019 - 01.2021
- 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 both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Inventory Specialist
Oreillys Auto Parts
01.2018 - 01.2019
- Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
- Performed data entry and completed proper paperwork.
- Completed physical inventory counts each month.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Participated in annual physical inventories to verify accuracy of records and identify any discrepancies that needed correction.
- Managed the return process for damaged or defective goods, ensuring prompt resolution for customers and minimizing financial loss for the company.
Education
High School Diploma -
Extended Learning Academy
Colorado Springs, CO05-2004
Skills
- CRM software
- Workload management
- Call handling
- Customer service
- Attention to detail
- Shipping and receiving
- Call center experience
- Resolving issues
- Customer communications
- Active listening
- Data entry
- Customer relations
- Invoice processing
- Data entry proficiency
- Billing systems and software
Timeline
Program Analyst
Internal Revenue Service (IRS)
01.2021 - Current
Customer Service Representative
Great Beginnings Child Care
01.2019 - 01.2021
Inventory Specialist
Oreillys Auto Parts
01.2018 - 01.2019
High School Diploma -
Extended Learning Academy
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