Jawuan Harris
Jacksonville
Summary
- Career aspirations to work in a financial planning & advice capacity. Positive, empathetic, and dedicated to building strong customer connections. Knowledge of effective communication strategies and problem-solving abilities ensures satisfied and loyal clients. Capable of fostering meaningful relationships that enhance customer experience and drive retention.
Overview
6
6
years of professional experience
Work History
CUSTOMER RELATIONSHIP ADVOCATE
Fidelity Investment
07.2022 - 12.2022
- Demonstrate empathy and passion for helping people and ensure an excellent customer experience.
- Service varied customer needs, including balance inquiries, money movement, trading, and more.
- Answer income questions and provide resources to give customers a understanding and build confidence of company products.
- Ability to establish rapport and relationships with customers and the team through effective communication.
- Listening and compassion skills to support the challenges of diverse customers.
- Adaptability and flexibility in various work environments.
- Have relationship management skills through listening and supporting clients needs
- Ability to handle different types of situations and conversations driving towards a resolution suitable for all.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Reduced customer churn rates by proactively identifying at-risk accounts and implementing targeted retention strategies.
Revenue Officer
Internal Revenue Service
12.2023 - Current
- Collects delinquent tax and secures delinquent returns from taxpayers who have not resolved their obligations in response to prior correspondence or other contact.
- Determines actions necessary to bring taxpayers into full compliance. Takes enforced collection action where appropriate.
- lead special programs or projects.
- knowledge of a wide range business laws and the interrelationship between Federal and state laws
- Ability to handle different types of situations and conversations driving towards a resolution suitable for all.
- Conducts interviews with taxpayers (and/or their representatives) in different environments such as the business location, residence or office as part of the investigative process of collecting delinquent taxes and securing delinquent tax returns.
- Manages inventory of 75 cases at a time and completes required case actions in a timely manner.
- Counsel taxpayers on their tax filing, depositing and payment obligations, and provides guidance and service on a wide range of financial problems to assist the taxpayer in developing a plan of action to resolve all delinquencies.
- Developed strong working relationships with taxpayers, fostering trust and encouraging voluntary compliance.
Customer Service Representative
United States Treasury
10.2019 - 12.2020
- Company Overview: (This is a federal job)
- Comprehensive knowledge of and skill in applying the methods, precedents, and guidelines related to individual and business tax law, the IRM, the IRC, IRS collection techniques and enforcement actions, regulations, practices, tax forms, notices, bills, and other documents to fully advise the taxpayer of options available for meeting tax obligations.
- Effectively and professionally communicating specialized information orally or in writing with internal and external customers.
- Ability to meet and/or deal with all individuals including third party representatives, often in sensitive situations, including those where individuals are evasive, irate, and unwilling to accept the Service's position.
- Use sophisticated interviewing techniques to obtain and exchange information under sensitive conditions, e.g., reporting and disclosure requirements.
- Comprehensive knowledge of available on-line systems, research materials, technology, tools, and processing procedures, e.g., data security, knowledge of codes, their interrelationship and function to understand and resolve problems or issues.
- Understanding of IRS principles, practices, and procedures including taxpayer rights, enforcement policies and practices, payment processing and pertinent appeal procedures, as well as knowledge of service center and district office operations, processing, and procedures to work case.
- Knowledge of and skill in utilizing inventory management procedures to control casework and conduct research independently with little or no supervision.
- Familiar with investigative techniques and procedures sufficient to extract information from a variety of sources and make determinations as to the appropriateness and quality of information sources.
- Comprehensive knowledge of and skill in applying the methods, precedents, and guidelines related to individual and business tax law, the IRM, the IRC, IRS collection techniques and enforcement actions, regulations, practices, tax forms, notices, bills, and other documents to fully advise the taxpayer of options available for meeting tax obligations.
- Skillful in reviewing technical information updates to maintain a current knowledge of tax law and internal processing procedures
- Proficient in Accounts Management, Automated Questionable Credit Initial Case Processing, Taxpayer Protection Program and Economic Impact Payment programs.
- Prepared workshops and perform group presentations.
- Skilled with using IDRS, Skype, Saba, ELMS, ITM, ERAP, SharePoint, RTS, MS Office, Adobe Pro, Cisco Jabbar, AMS, SERP and UCCE Softphone.
- Hours per week: 40
Education
Bachelor's degree - Health Science, Rehabilitation Management and Services
Florida Agriculture and Mechanical University
Tallahassee, FL05.2019
Skills
- Teamwork and collaboration
- Customer relationship management
- Analytical problem-solving
- Adaptability and flexibility
- Organizational skills
- Skilled in simultaneous task execution
- Understanding customer needs
Timeline
Revenue Officer
Internal Revenue Service
12.2023 - Current
CUSTOMER RELATIONSHIP ADVOCATE
Fidelity Investment
07.2022 - 12.2022
Customer Service Representative
United States Treasury
10.2019 - 12.2020
Bachelor's degree - Health Science, Rehabilitation Management and Services
Florida Agriculture and Mechanical University
Availability
- Work Schedule: Full-time, Part-time, Shift work, Intermittent, Job sharing, Multiple Schedules
Desired locations
ALL, Florida, United States; Jacksonville, Florida, United States
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