Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Certification
Timeline
Generic

Jessica Iglesias-Cruz

Ronkonkoma,NY

Summary

Detail-oriented professional well-known for promoting positive environments for learners. Reliable and dedicated with excellent interpersonal skills. Expert in various subjects and multiple teaching methods. Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Instructor Cadre

Internal Revenue Service, IRS
Holtsville, NY
06.2024 - Current
  • Maintained accurate records of student attendance, assessments and progress reports.
  • Adapted instructional materials to meet the needs of diverse learners.
  • Evaluated effectiveness of instructional materials including software programs or handouts.
  • Established objectives for lessons, modules, and projects.
  • Prepared instruction through lesson plans to address student's assessed needs, goals and objectives.
  • Conducted lectures, demonstrations and group activities in order to enhance learning experience.
  • Coordinated and facilitated training, encouraging group participation.
  • Engaged students through lecture and discussion, increasing classroom interaction to build inclusive learning environment.
  • Met with department team members to work on curriculum planning and assessment methods.
  • Trained new customer service representatives on varies programs such as AP20, and Amended Returns (Form 1040-X) and DUPF,XRET as well training students on the Internal Revenue IDRS system, AMS and IRMS to obtain knowledge of the various systems and customer service skills.
  • Instructed a team of 15+ Customer Service Representatives ensuring they provided excellent customer service at all times.
  • Developed and implemented customer service standards to ensure quality customer service.
  • Follow company policies regarding customer service standards.
  • Developed strategies for improving customer service experience.

Costumer Service Representative

Internal Revenue Service, IRS
Holtsville, NY
11.2021 - Current
  • Communicated with taxpayers, representatives, and stakeholders regarding tax issues both orally and in writing.
  • Applied IRS principles, practices, and procedures to determine tax liabilities and penalties.
  • Utilized interviewing techniques to obtain essential information from taxpayers.
  • Managed confrontational situations by effectively de-escalating irate taxpayers.
  • Educated taxpayers on outstanding balances
  • Maintained knowledge of IRS updates and secured sensitive personal data during interactions.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to taxpayer needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable, and courteous service.
  • Asked probing questions to determine service needs and accurately input information into the Disclosure tool to access IDRS systems.
  • Answered incoming calls providing frontline customer support or assistance with taxpayer
  • Kept records of taxpayer's interactions or transactions, thoroughly recording details of inquiries.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Adjusted bills and refunded money to resolve taxpayers amended returns.
  • Answered customer inquiries and provided accurate information regarding tax accounts and general information.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved complex problems by working with other departments to provide solutions that meet taxpayer needs.
  • Resolved math error cases by researching discrepancies and correcting problems.
  • Maintained current knowledge of procedures, policies and directives by reviewing and reading all IRM updates and Alerts daily in addition to reviewing the Embedded Quality Website.
  • Worked on the teams 4442 referral spreadsheet to ensure timely resolutions to taxpayers.
  • Has knowledge of IRS principles, practices, and procedures, such as taxpayer rights, enforcement policies and practices, payment processing and pertinent appeal procedures.
  • Maintained high levels of customer service satisfaction.

Education

High School Diploma -

Sachem North Highschool
Lake Grove
01-2013

Some College (No Degree) - Criminal Justice

Briarcliffe College
Patchogue, NY

Skills

  • Communication skills
  • Classroom management
  • Customer service
  • Curriculum development
  • Problem solving
  • Active listening
  • Conflict resolution
  • Data management
  • Internal revenue service
  • Computer skills
  • Problem-solving skills

Languages

Spanish
Professional

Accomplishments

I have been recognized by taxpayers on my efficiency and have been added to the Honor Roll board for the month of March 2025. I have been awarded bilinguals award three years consecutively. I have been awarded 80 hours as time off for my exceptional performance. I have been awarded monetary award for my performance as a bonus for 2024. I have received all my grade promotions as Fully Successful since I started my career in service. I have coached employees to help guide in improving quality of cases. I have coached employees on phones as well as skill ups. I have coached teams skilling up on paper cases for Pittsburgh. I have filled in as instructor lead for new hires implementing the Internal Revenue Service Guidelines.

Certification

  • Integrated Data Retrieval System (IDRS), Accounts Management System (AMS), Correspondence Imaging System (CIS), Integrated Automation Technology (IAT), IRM On-line / SERP, Telephone Transfer Guide (TTG), Document 6209, Employee User Portal (EUP), Remittance Transaction Research System (RTR), Reasonable Cause Assistance (RCA), Transcript Delivery System (TDS), Technical Communication Documents (TCDs), Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft Publisher, Microsoft PowerPoint, Microsoft Visio, Adobe Professional, SharePoint, Snag-It, Oracle, Saba, Single Entry Time Reporting (SETR), EWorkforce Management (EWFM), Training Room Information Management Skills (TRIMS), ASPECT Phone System. Skills included Toll Free Phones (Refund Inquiry), TPP (Taxpayer Protection Program) Phones, Paper Program XRET, 1040-X MEFA, Paper Program TPRQ (TPRQ, MATH, PLTY, REFM, PYMT),

Timeline

Instructor Cadre

Internal Revenue Service, IRS
06.2024 - Current

Costumer Service Representative

Internal Revenue Service, IRS
11.2021 - Current

High School Diploma -

Sachem North Highschool

Some College (No Degree) - Criminal Justice

Briarcliffe College

Similar Profiles

CREATE PROFILE
Jessica Iglesias-Cruz