Jolene Rice-Walker
Kansas City,MO
Summary
Dynamic customer service professional with a proven track record at the Internal Revenue Service, excelling in conflict management and problem resolution. Recognized for enhancing customer satisfaction through effective communication and empathy. Skilled in data entry and maintaining accurate records, consistently meeting production and quality standards.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Interal Revenue Service
Kansas City, MO
01.2019 - Current
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Maintained a high level of professionalism when dealing with difficult customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided exceptional customer service to ensure customer satisfaction.
- Prevented key account losses by researching discrepancies and correcting problems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Utilized various software and tools to streamline processes and optimize performance.
- Answered customer inquiries and provided accurate information regarding products and services.
- Updated and maintained databases with current information.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Identified needs of customers promptly and efficiently.
RAVIS/IVES Clerk
United States Department of Treasury
Kansas City, United States
01.2016 - Current
- Company Overview: Internal Revenue Service
- My primary job is to process applications that enable the taxpayers to receive copies of their tax documents
- I am required to meet production standards and quality standards weekly
- I have been able to assist taxpayers by returning their phone calls and answering questions on how to properly fill out the 4506 T's
- I assist the manager by filling in as a work leader when needed
- I have helped with the new hires by being an OJI
- I assist other members of the team by printing off needed documents and setting up their computers to allow secure printing
- I have been assisting the taxpayers who are applying for disaster relief by processing forms submitted by the small business association
- Internal Revenue Service
- My primary job is to process applications that enable the taxpayers to receive copies of their tax documents
- Entered data into computer systems accurately and efficiently.
Counselor Technician
Rediscover
Kansas City, United States
02.2013 - 01.2016
- I worked with clients who are struggling to remain drug free and sober
- Job duties include transporting clients to meetings
- Using office equipment to have materials to teach classes regarding relapse prevention
- Helping clients learn assertive communication skills
- Assisting clients with medication management
- Using the computer to document services provided
Youth Specialist
State of Missouri, Division of Youth Services
Lawson, United States
01.2011 - 04.2012
- Worked with young ladies who have been placed in the custody of the Division of Youth Services due to a variety of reasons
- Job duties included: documenting their day to day activities and interactions with others
- Helping the ladies with their school work and their program work
- Passing medications
- Ensuring the safety - physical and emotional safety of each group member
- Helping the ladies learn to communicate and work together as a group to accomplish certain tasks or goals
- Writing monthly assessments on how the individual young lady was progressing towards meeting her goals
- Working as a team member with other staff and effectively communicating the needs that the group may have
Education
Bachelors - Psychology, General, Non-Professional General Legal Studies (Undergrad)
Drury University
Springfield, MO, UNITED STATESAssociates - Liberal Arts/Sciences, General Study, & Humanities
Longview Community College
Lee's Summit, MO, UNITED STATESEducation and special education
Avila University
Kansas City, MOMedical Billing And Coding
Penn Valley Community College
Skills
- Computer Operating
- Conflict Management
- Copy Machine
- Customer Service
- Internet
- Knowledgeable
- Legal Terminology
- Medical Terminology
- Microsoft Word
- Problem resolution
- Data entry
- Time management
- Customer relationship management
- Effective communication
- Active listening
- Call documentation
- Research
- Reliability
- Administrative and office support
- Issue and complaint resolution
- Filing
- Inbound call management
- Documentation
- Phone etiquette
- Empathy and patience
- Data entry accuracy
- Relationship building
Volunteer Wok
- Assisted with distributing food to assist people in need.
- Assisted at the Independence Animal Shelter and the Kansas City Pet project.
- Volunteered with the yearly Hospital Hill race. Provided materials to the runners and check them in.
Foster Care
- Provided a home for children.
- Received specialized training to work with children who had severe behavioral issues.
- Worked with birth family on skills to assist them with their children.
- Kept details notes.
- Transported the children to their medical appointments, court appearances, and family visitation.
References
References available upon request.
Timeline
Customer Service Representative
Interal Revenue Service
01.2019 - Current
RAVIS/IVES Clerk
United States Department of Treasury
01.2016 - Current
Counselor Technician
Rediscover
02.2013 - 01.2016
Youth Specialist
State of Missouri, Division of Youth Services
01.2011 - 04.2012
Bachelors - Psychology, General, Non-Professional General Legal Studies (Undergrad)
Drury University
Associates - Liberal Arts/Sciences, General Study, & Humanities
Longview Community College
Education and special education
Avila University
Medical Billing And Coding
Penn Valley Community College
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