KAYANNA JACKSON
Philadelphia
Summary
Experienced professional seeking federal position to utilize expertise in customer service, administrative support, and tax assistance for meaningful contribution to organizational effectiveness and public service excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
CONTACT REPRESENTATIVE GS-0962-6/1
Internal Revenue Service
05.2023 - Current
- Address complex tax queries to enhance taxpayer satisfaction and reduce wait times
- Streamline processes and maintain audit-ready documentation
- Apply accounting principles for accurate record-keeping
- Collaborate with team members to resolve complex issues, improve client trust, and to enhance customer service experience.
- Conduct risk assessments and support fraud prevention efforts.
- Met customer call guidelines for service levels, handle time and productivity.
- Educate customers about billing, payment processing and support policies and procedures.
CUSTOMER SERVICE ASSOCIATE
Prudential Life Insurance
03.2022 - 09.2022
- Handled high-volume customer inquiries and ensured timely resolutions
- Processed insurance policy changes accurately and efficiently
- Optimized call routing to improve service delivery
- Used data insights to enhance procedures and customer interactions
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded proactively and positively to rapid change.
INTAKE SPECIALIST
United Communities of Southeast Philadelphia
05.2021 - 11.2021
- Managed intake processes and improved paperwork accuracy
- Implemented digital tracking systems to enhance efficiency
- Refined workflows to speed up client service and communication
- Explained eligibility requirements, application details, payment methods, and applicants' legal rights during intake assessment.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Completed intake assessment forms and filed clients' charts.
- Offered compassionate and attentive guidance to patients during crisis situations.
FRONT DESK REPRESENTATIVE
Sheraton Philadelphia Downtown
07.2018 - 04.2020
- Expedited guest registration to enhance satisfaction
- Streamlined communication across departments
- Led guest loyalty efforts to boost return visits
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Transcribed phone messages and relayed to appropriate personnel.
- Answered customer telephone calls promptly and appropriately handled needs.
- Collected room deposits, fees, and payments.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
GUEST SERVICES AGENT
The Independent Hotel
10.2017 - 05.2018
- Managed front desk operations and payment processing
- Collaborated with teams to optimize room usage and service
- Enhanced room service systems to improve guest experience
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Collected room deposits, fees, and payments.
- Answered guest inquiries and provided information regarding hotel services and amenities.
ADMINISTRATIVE ASSISTANT
Fogo de Chao Brazilian Steakhouse
01.2016 - 09.2017
- Coordinated staff schedules and improved workflow
- Liaised with vendors and managed inventory tasks.
- Maintained inventory of office supplies and placed orders.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Updated spreadsheets and databases to track, analyze, and report on performance, inventory and sales data.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Compiled and analyzed data to produce reports.
CREW MEMBER
Chipotle Mexican Grill
04.2013 - 01.2016
- Supervised and trained team members on food prep and safety
- Maintained cleanliness and customer service standards
- Streamlined kitchen processes and reduced waste
- Took orders, prepared meals, and collected payments.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Assisted other team members to achieve goals.
- Became familiar with products to answer questions and make suggestions.
- Prepared products following restaurant, health, and safety standards and procedures.
- Operated register to process payments and collect cash payment for order totals.
- Used proper techniques to prepare food and ingredients.
Education
Bachelor of Science - Health Policy and Administration
Pennsylvania State University - World Campus
State College, PA09-2025
Certificate - Nurse Aide Training
Community College of Philadelphia
Philadelphia, PA05.2023
High School Diploma -
Academy At Palumbo High School
Philadelphia, PA06.2012
Skills
- Patient Chart Management
- Information Dissemination
- Patient Confidentiality
- Medical Terminology
- Administrative Support
- Team Collaboration
- Microsoft Office
- Data Entry
- Customer Service
- Multitasking
- Communication Skills
- Data entry proficiency
Certification
- Adult and Pediatric First Aid/CPR, American Red Cross, 02/01/23, 02/01/25
- Basic Life Support (BLS), American Red Cross, 02/01/23, 02/01/25
Additional Duties
- Volunteered to conduct on-the-job training for new hires, guiding them through the scope and daily functions of the position.
- Provided extended one-on-one coaching to a new employee requiring additional support to meet performance expectations.
- Assisted peers by explaining complex procedures, adjustment guidelines, and ensuring proper case handling including closing, suspense, and rerouting actions.
- Regularly shared IRS Alerts and priority updates with the team to maintain awareness of policy and process changes.
Veterans Preference
No
Federal Experience
Yes – Internal Revenue Service
Awards
- Guest Relations Award Nominee – 2019 Stars of the Industry
- Dean's List – Penn State World Campus, College of Health and Human Development
Personal Information
Citizenship: United States
Timeline
CONTACT REPRESENTATIVE GS-0962-6/1
Internal Revenue Service
05.2023 - Current
CUSTOMER SERVICE ASSOCIATE
Prudential Life Insurance
03.2022 - 09.2022
INTAKE SPECIALIST
United Communities of Southeast Philadelphia
05.2021 - 11.2021
FRONT DESK REPRESENTATIVE
Sheraton Philadelphia Downtown
07.2018 - 04.2020
GUEST SERVICES AGENT
The Independent Hotel
10.2017 - 05.2018
ADMINISTRATIVE ASSISTANT
Fogo de Chao Brazilian Steakhouse
01.2016 - 09.2017
CREW MEMBER
Chipotle Mexican Grill
04.2013 - 01.2016
Bachelor of Science - Health Policy and Administration
Pennsylvania State University - World Campus
Certificate - Nurse Aide Training
Community College of Philadelphia
High School Diploma -
Academy At Palumbo High School
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