JAZMINE ORGERTRICE
ATLANTA,GEORGIA
Summary
Diligent Customer Service Specialist who brings top skills in customer service, data entry, and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. A motivated team player committed to contributing to company success goals.
Overview
9
9
years of professional experience
Work History
Customer Contact Representative
Internal Revenue Service, IRS
02.2024 - Current
- Interprets and applies applicable portions of basic tax law, regulations, and basic collection techniques and enforcement actions to advise, inform, assess, and collect taxes and associated liabilities.
- Researches and analyzes all available information applicable to specific and well-defined collection issues and takes corrective actions to close accounts. Explains actions taken. Contacts taxpayers and their representatives in response to IRS contacts regarding a limited number of delinquent situations. Provides explanations to specific inquiries initiated by individuals, generated by notices, or internally generated assignments.
- Advises taxpayers of the enforcement actions that may be taken if they fail to meet commitments to file return and/or pay tax liabilities and encourages voluntary compliance with tax laws.
Customer Service Specialist
ARISE
03.2021 - 02.2024
- Maintained a customer resolution rate of 95% over my tenure with the company
- Upheld quality control policies and procedures to increase customer satisfaction
- Participated in ongoing proprietary product training and certifications to become more of an asset and advance my knowledge in problem-solving, CRM software, and customer service
- Executed on-time and under-budget project management to resolve complex issues
- Led team engagement to assist cross-functional departments and achieve goals.
Dispatcher
EXPRESS MILE, LLC.
06.2019 - 01.2021
- Set attainable daily, weekly, and monthly goals and game plans for the grievance department
- Cross-trained new team members, resulting in a 17% increase in customer satisfaction ratings from when I was hired
- Engaged with customers through live chat, email, and phone to establish a relationship and ensure they feel satisfied with the service they received before ending the interaction
- Successfully multitasked while navigating various company service management system functions
- Volunteered to handle complaints and issues for managers during busy periods.
Customer Service Representative
Adecco
02.2017 - 06.2019
- Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax
- Coordinated internally with operations and logistics to maintain knowledge of new company products
- Trained new hires on products and services, best practices, and protocols to reduce process gaps
- Used quality assurance and operational data to ensure the accuracy of customer scripts and proper escalation of issues to the department supervisor
- Mentored new employees on procedures and policies to maximize team performance.
Customer Service Rep
Kroger
12.2015 - 01.2017
- Resolved a high-profile customer dispute, resulting in a positive resolution and a 10% increase in customer loyalty
- Developed and implemented a new customer service strategy that improved customer satisfaction scores by 25% and reduced customer complaints by 20%
- Trained and mentored a team of 10 new customer service representatives, resulting in a 30% decrease in training time and a 20% increase in team productivity.
Education
HIGH SCHOOL DIPLOMA -
CREEKSIDE HIGH SCHOOL
05.2012
Skills
- Working efficiently within a remote setting
- Project Management
- Call Center Environments
- Problem Resolution
- Google Suite
- Excel Spreadsheet
- Microsoft Teams
- Microsoft Office
- Customer service
- 55 wpm Typing Speed
- CRM Software
- Call Documentation
- Issue and Complaint Resolution
- Call center experience
- Data Entry
Timeline
Customer Contact Representative
Internal Revenue Service, IRS
02.2024 - Current
Customer Service Specialist
ARISE
03.2021 - 02.2024
Dispatcher
EXPRESS MILE, LLC.
06.2019 - 01.2021
Customer Service Representative
Adecco
02.2017 - 06.2019
Customer Service Rep
Kroger
12.2015 - 01.2017
HIGH SCHOOL DIPLOMA -
CREEKSIDE HIGH SCHOOL