Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jennifer Castro

Austin

Summary

Dynamic customer service professional with extensive experience at the IRS, adept at resolving complex issues with empathy and critical thinking. Proven track record in enhancing team productivity and morale while implementing effective management strategies. Skilled in data entry and active listening, fostering a culture of excellence and customer satisfaction.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

Internal Revenue Service, IRS
10.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes, conflicts, and adjustments.
  • Resolved tax payer issues with empathy.
  • Handled escalated calls efficiently, finding satisfactory resolutions.
  • Responded to customer requests for products and services.
  • Complete account adjustments after completing thorough research and following compliance.
  • Work effectively with the team as a back up lead, assisting with customer and account issues.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

North Texas Supervisor

Security Finance
01.2007 - 02.2023
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Implemented cost-saving measures, significantly reducing operational expenses.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
  • Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings.
  • Negotiated with vendors to secure cost-effective contracts, resulting in significant budget savings.
  • Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
  • Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
  • Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
  • Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
  • Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
  • Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Created and managed project plans, timelines and budgets.
  • Supported creation of detailed, technical financial models to value potential acquisition targets.

Education

Medical Assistant - Nursing Administration

Allied Health Careers
Austin, Texas
05-2003

High School Diploma -

Echelon Academy At Austin
Austin, Texas
05-2002

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Management

Languages

Spanish
Full Professional

Timeline

Customer Service Representative

Internal Revenue Service, IRS
10.2023 - Current

North Texas Supervisor

Security Finance
01.2007 - 02.2023

Medical Assistant - Nursing Administration

Allied Health Careers

High School Diploma -

Echelon Academy At Austin

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