Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kathleen E Degnan

Buffalo,NY

Summary

Professional in customer service management with robust experience leading contact center teams. Recognized for driving operational efficiency and enhancing client satisfaction through effective communication strategies. Known for collaborative approach and adaptability in dynamic environments, leveraging problem-solving and leadership skills.

Overview

27
27
years of professional experience

Work History

Lead Contact Representative

Internal Revenue Service
07.2024 - Current
  • Company Overview: This is a federal job
  • This is a federal job
  • Assisted in the creation of performance metrics to ensure continuous improvement in customer service efforts.
  • Reduced response times by implementing efficient call handling strategies that expedited issue resolution.
  • Implemented new training procedures, resulting in higher quality service from team members.
  • Evaluated existing processes and systems, recommending improvements that increased efficiency within the department.
  • Collaborated with cross-functional teams to provide comprehensive solutions for complex customer concerns.
  • Facilitated open lines of communication between management and staff members to foster a collaborative work environment conducive to success.
  • Mentored junior contact representatives, providing guidance on best practices and techniques for successful customer engagement.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Sought ways to improve processes and services provided.
  • Responded proactively and positively to rapid change.
  • Maintained up-to-date knowledge of product and service changes.
  • Streamlined communication processes for improved team collaboration and productivity.

Contact Representative

Internal Revenue Service
10.2009 - 07.2024
  • Company Overview: This is a federal job
  • Provide assistance to Taxpayers and their representatives via telephone regarding various matters for EIN, Employment Taxes and Business Tax Returns.
  • Provide resolutions to various questions e.g. filing requirements, how payments are applied, moving miss applied payments, removing or sustaining penalties.
  • Use sound judgment to ensure Taxpayer is compliant and aware of tax liability and how they are assessed and when payments are due and if not in compliance verify if honest mistake make or result of willful neglect.
  • Use appropriate research tools, IDRS, SERP, IRM, Doc 6209 to analyze and evaluate information provided by the taxpayer to resolve account inquires or to develop solutions to ensure the Taxpayers understanding and future compliance.
  • Advise the Taxpayer of the requirement to remain compliant with Current and future tax liability. Provide resources available to Taxpayer to assist with compliance such as IRS.Gov, Pub 15 and other Business publications.
  • Receive incoming telephone calls from tax payers and their agents on a variety of tax account issues.
  • Use appropriate skills to obtain information form Taxpayers to verify disclosure to avoid disclosing to unauthorized parties.
  • Provide unauthorized parties with correct method to obtain Taxpayer account information via IRS forms.
  • Use of System IDRS to review Taxpayer accounts for answers to questions and assure there are no other outstanding issues the taxpayer may not be aware of.
  • Advise Taxpayers how to resolve issues such as balance due, filing requirements and use of payment systems to keep current.
  • Utilize tools AMS, IAT Tools, SERP, Elite, TCD's, Online 6209, RTR to provide Taxpayers with correct answers to questions.
  • Review of IRMs, IRC to ensure Taxpayer is receiving correct and sound information and to verify information provide is up to date.
  • Review IRS systems to keep abreast of any and all changes to Tax account and procedure updates.
  • Appropriately refer Taxpayer to another source via 4442 when unable to resolve taxpayer issue on phone call.
  • Provide letters via Correspondex to inform Taxpayers account issues have been resolved or provide the steps needed to resolve issue when not discussed while taxpayer was on the telephone.
  • Remind taxpayers the importance of being compliant while working with them to recover back due amounts.
  • Be prepared for any variety of issue during the course of a days work. Utilize available research resources, i.e.. SERP, TCD, IRM, and Doc 6209 to provide Taxpayers with correct information and give Taxpayer confidence in the service.
  • Starting with 2020 I have covered the lead line assisting other representatives with technical issues they were unable to resolve on their own.
  • Starting with 2021 I have assisted with new hire onboarding process. I have been Technical contact regarding Webex program when new hires were required to use personal technology prior to receiving IRS issued Technology. I would also assist new hires with setting up and obtaining ol5081 and BEARS approvals and setting up IRS systems before deploying them to work remotely.
  • February 2021 to May 2021 I was a backup for our Team lead while she was on a detail. I would complete teams E4442 and Hummer list duties.
  • I also covered the NEW HIRE OJI line assisting newly trained CRs with taking calls. I would direct to appropriate IRMS and job aids to follow Site procedures. I would assist CRs with developing appropriate research path to help them more efficiently assist taxpayers.
  • Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.

Pull up Lead Contact Representative

Internal Revenue Service
01.2023 - 02.2023
  • Company Overview: This is a federal job
  • When with Team 108 I was able to work one on one with CRs who were recently out of OJI and Training for Application 25 and still needed Certification for Applications 42. Prior to meeting one on one with CRs, I would review recorded Calls to determine strengths and weakness to provide effective coaching. I would provide appropriate IRMS and Job aids to guide CR to improving on the weaknesses and encourage to keep building on their strengths
  • Discuss best Practices with new Hires and review research paths and guide to help with effective call control.
  • Work with more seasoned CR in a coaching environment because of a CER review that resulted in a Failed call. I was able to review the Call with the CR and discuss errors and work with CR on how to prevent similar errors in the future.
  • Resolved technical issues as the result of Site realignment. I needed to assist with getting new team members assigned to TEAM 108 fax inboxes, assuring they had access to tools such as CII, RTR and EUP. I would assist CRs with BEARS input to request new authorizations when needed or assist with input of OS GET SERVICES tickets when unable to address issue directly.
  • Fix TEAM members print Settings too PDF so out Clerk was able to retrieve and print emailed source documents.
  • Escalate issues that I could not resolve for technical issues I would review IT4U site or reach out to Site FUNCO for additional direction. I would also utilize knowledge of Team member who served on the Tech Savvy onboarding team for issue that plagued CR who recently returned to service from extended leave.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Proactively identified potential problems, implementing effective solutions before they escalated into larger concerns.
  • Collaborated with cross-functional teams to provide comprehensive solutions for complex customer concerns.
  • Evaluated existing processes and systems, recommending improvements that increased efficiency within the department.

Pull UP Lead Contact Representative

Internal Revenue Service
10.2022 - 02.2023
  • Company Overview: This is a federal job
  • TEAM 307 October 24, 2022- January 3rd, 2023 While Under Rhonda Dunn I was responsible to reviewing Application 42 Calls for new Hire Certification for Phones. To perform this duty, I attended a Lead training showing us how to utilize the Verint and EQRS systems.
  • I utilized provided Job aids and IRMS while scoring New Hires recently trained in application 42. While reviewing calls I would for CRs ability to complete Disclosure properly and well as any Procedural or Customer accuracy Errors. I was able to complete 2 calls for 15 CRs during my time with Team 307. I was not able to work with CRs one on one who needed more development due to All CRs going into Application 25 training shortly after Reviews being completed. I was then moved to a new TEAM 108 when Perm Lead Assigned to TEAM 307.
  • While Temporary LEAD for both TEAM 307 and 108, I would Cover LEAD Line as well as TEAM questions via TEAMS. I would keep track of issues using the Lead Assistance Tracker. I would forward a copy of guide to Both Manager and Rebekah Mingo at the end of the week. While working on Lead Line I would assist CRs with locating appropriate IRMS or Job Aids best suited to answer their inquiry. I would place IRM references into chat for them to save for references or links to the Job Aids on the BAM website.
  • I would also work each TEAMS E4442 cases that came into the inbox daily. Reviewing each E4442 for correctness prior to forwarding to appropriate area to complete case. In the event of an incorrect referral, I would email CR, advising them that they would have a rejected referral in their inventory and provided IRM references and steps needed to correct the referral.
  • If in house referrals where received, I would complete the case and email CR steps needed to complete case for future reference or address questions with whole Team in the Weekly Gate Meeting.
  • I would also cover Gate Meetings for both teams. With TEAM 307 which was mainly new hires just coming out of OJI from Application 42 training. We would cover any gate notes pertaining to the EIN line. I would concentrate on Covering IRMS 21.7.13.3.9.1 Form SS-4 Application Status 21.7.13.3.4.1 Modernized Internet EIN (Mod IEIN) 21.7.1.4.7.1 Employer Identification Number (EIN) Verification and Requests for Letter 147C, EIN Previously Assigned And discuss best practices to be sure CRs would choose appropriate IRM regarding the caller's purpose for calling.
  • For TEAM 108 gate meetings we would cover the Lake Effect notes and any Issues Team Members would bring up for discussion. We also covered Topics such as Disclosure and Best Practices so our Seasoned CR could share with our newly Trained CRS.
  • Collaborated with cross-functional teams to provide comprehensive solutions for complex customer concerns.
  • Reduced response times by implementing efficient call handling strategies that expedited issue resolution.

Massage Therapist

Katie Degnan, LMT
10.1998 - 05.2013
  • Company Overview: Self Employed
  • Educate community on benefits of massage therapy through providing chair massage at various community events.
  • Increased client satisfaction by providing exceptional service and maintaining a clean, comfortable environment.
  • Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
  • Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
  • Demonstrated knowledge of anatomy and physiology to better understand body and inform massage techniques.
  • Enhanced client relaxation by utilizing a variety of massage techniques tailored to individual needs.
  • Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
  • Provided clear, concise instructions to clients to prepare for massage services.
  • Utilized deep tissue, Swedish and myofascial massage therapy techniques to provide options to customers.
  • Researched new techniques to stay up to date with trends and developments in massage therapy industry.
  • Evaluated client conditions to recommend appropriate massage therapy methods.
  • Fostered a positive and calming atmosphere in the treatment room, allowing clients to feel comfortable and at ease during their sessions.
  • Achieved high levels of customer satisfaction with empathetic listening skills and clear communication about treatment plans.
  • Expanded knowledge of various modalities through continuing education courses, enhancing skillset as a therapist.
  • Received consistent positive feedback from clients after implementing new stretching techniques into massage sessions.
  • Increased repeat client bookings by delivering exceptional customer service and follow-up care advice.

Temp Agent

Adecco
04.2010 - 07.2010
  • Input passport applications via data entry program.

Retail Customer Service and Sales Supervisor

HSBC BANK USA, NA
02.1998 - 12.2008
    • Monitor Associate phone calls and provide constructive feedback.
    • Provide additional training to strengthen Associates Customer Service and Sales skills with weekly team meetings.
    • Handle and resolve Complex Customer issues.
    • Subject Matter expert on Sales procedures.
    • Design and implement sales contest to motivate staff and increase sales volume.

Sales Senior Representative

HSBC BANK USA, NA
07.1999 - 08.2006
  • Handle peer questions regarding bank procedures and product information.
  • Sell Term and whole Life insurance via telephone.
  • Provide training to peers regarding Sales promotions and updated policy and procedure.
  • Collaborate with customer service department to improve CSR cross sell abilities.

Sales Representative

HSBC BANK USA, NA
02.1998 - 08.1999
  • Handle customer inquires for New account openings via inbound calls.
  • Expand bank relationships for both new and existing customers by cross selling appropriate bank products.
  • Contact new and existing customers on an outbound basis to provide promotional products and services.
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
  • Led training sessions for new sales representatives, enhancing team expertise and performance.

Education

Technical or occupational certificate - Massage Therapy

New York Institute of Massage
Williamsville, NY
07.1998

Some college (no degree) - Biology, Chemistry

SUNY Brockport
Brockport, NY

Skills

  • Task delegation
  • Policy enforcement
  • Teamwork and collaboration
  • Customer service
  • Problem-solving skills
  • Time management
  • Attention to detail
  • Calm and professional under pressure
  • Reliability
  • Policies and procedures adherence
  • Written communication
  • Time management abilities
  • Conflict resolution
  • Problem-solving abilities

Timeline

Lead Contact Representative

Internal Revenue Service
07.2024 - Current

Pull up Lead Contact Representative

Internal Revenue Service
01.2023 - 02.2023

Pull UP Lead Contact Representative

Internal Revenue Service
10.2022 - 02.2023

Temp Agent

Adecco
04.2010 - 07.2010

Contact Representative

Internal Revenue Service
10.2009 - 07.2024

Sales Senior Representative

HSBC BANK USA, NA
07.1999 - 08.2006

Massage Therapist

Katie Degnan, LMT
10.1998 - 05.2013

Retail Customer Service and Sales Supervisor

HSBC BANK USA, NA
02.1998 - 12.2008

Sales Representative

HSBC BANK USA, NA
02.1998 - 08.1999

Technical or occupational certificate - Massage Therapy

New York Institute of Massage

Some college (no degree) - Biology, Chemistry

SUNY Brockport

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Kathleen E Degnan