Jhirmeciah Lewis
Killeen,TX
Summary
Dedicated professional with a strong background in customer service and troubleshooting. Proven track record of achieving high-quality standards and resolving complex issues efficiently.
Overview
10
10
years of professional experience
Work History
Tax Examining Clerk
Internal Revenue Service
01.2024 - 08.2024
- Reviews and analyzes internal documents and/or taxpayer returns, prepares coded entries to amend and complete records, refers questionable returns and documents to appropriate areas to determine corrective action.
- Processes individual or small business returns and cases that involve relationships among different accounts that span more than a single tax period. Assign Employee Identification Numbers (EIN) and temporary Social Security Numbers (SSN). Requests and interprets taxpayer information. Perfects documents and initiates research to correct missing or inaccurate account information, inquiries to third parties, and changes to taxpayer accounts to correct errors.
- Compiles and maintains functional and/or assigned area records or reports to provide status of work.
- May serve as a technical advisor, on-the-job (OJT) coach, classroom instructor, or reviewer to provide technical assistance on systemic problems and inconsistencies in the Internal Revenue Manuals (IRM).
Contact Representative
Kelly Services
10.2018 - 01.2024
- Achieve 100% on quality for inbound call observations (Goal 80%)
- Conduct troubleshooting to resolve issues and complaints for resolution
- Maintain confidentiality and discretion with financial and personal identifiable information (PII)
- Manage assigned project - Telework experience for Contact Center Representatives
- Successfully handle inbound customer service inquiries via email, fax and phone media channels
Customer Support Consultant II
Idexx Laboratories
05.2017 - 10.2018
- Completed and submitted requisition form filing
- Conducted coordination and troubleshooting of FedEx shipments Identified and assigned training resource for after-hours support and vacation coverage.
- Interim lead: supported team, distributed work, answered questions and facilitated training.
- Performed administrative work (prepared parcel deliveries, timecards and managed SPAR system)
- Received and processed add-on requests
- Resolved laboratory issues and routed consultants and technical issues to designated staff
- Retrieved and completed verification of submitted requisition forms
- Reviewed specimen orders and corrected processing errors
- Successfully handled inbound customer service inquiries via fax and phone media channels
- Supported Pathologist and gathered information to resolve customer issues
Specimen Processor
Idexx Laboratories
03.2014 - 05.2017
- Adhered to laboratory protocols with receiving, identifying and accessioning of specimens
- Handled inbound calls and supported in-person site visits with customers and visitors
- Processed random urine chemistries with utilization of centrifuge machine
- Reviewed and processed all assigned specimens and urine drug screens within 24 hours
- Successfully achieved processing goal - Processed 67-72 requisitions per hour (Goal: 67 per hour)
- Successfully facilitated timely test performance
- Utilized various office machines and computers for calls and performance of standard work
Education
High School -
Kingsburg High School
Memphis, TennesseeSkills
- Analytics
- Appointment Scheduling
- Customer Service
- Data Entry
- Employee Engagement
- Inbound & Outbound Calls
- Leadership
- Training
- Troubleshooting
References
Available upon request.
Timeline
Tax Examining Clerk
Internal Revenue Service
01.2024 - 08.2024
Contact Representative
Kelly Services
10.2018 - 01.2024
Customer Support Consultant II
Idexx Laboratories
05.2017 - 10.2018
Specimen Processor
Idexx Laboratories
03.2014 - 05.2017
High School -
Kingsburg High School