Kelijha R. Williams
Cheviot,Ohio
Summary
Experienced Customer Service Representative with a strong background in managing customer inquiries, resolving issues, and maintaining a positive customer experience. Skilled in using data processing systems, analyzing customer records, and communicating effectively with a wide variety of stakeholders. Proven ability to make sound judgments in resolving complex matters. Highly organized, with strong multitasking abilities and a commitment to excellence in all professional endeavors.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service (Federal Job)
Covington, KY
06.2022 - Current
- Utilize IRS data processing systems to obtain account information and assist with tax-related inquiries
- Make determinations using sound judgment regarding controversial matters, assessing the intent of errors in records
- Communicate with individual taxpayers, representatives, professional stakeholders, and government officials to resolve issues
- Analyze and evaluate records, advising on actions necessary to achieve voluntary compliance with tax regulations
- Explain future actions necessary to achieve compliance, including tax liabilities and assessments
- Efficiently working taking large volume of calls 70 to 100 calls per day with positive attitude and focusing on customer accuracy and satisfaction.
- Disclosure skills to keep customers identity and account information protected.
Picking/Packing Associate
UPS
West Chester, OH
07.2020 - 01.2022
- Conducted research on assigned tasks, analyzing instructions to initiate picking items and packing materials to fulfill work orders
- Scanned and verified orders, entering information into a database to ensure order accuracy
- Verified all orders and utilized computerized tools to manage inventory and prepare shipments
- Documented relevant data and updated systems for future inquiries
Store Sales Associate
City Trends
Cincinnati, OH
05.2019 - 06.2021
- Responded to in-person and phone customer inquiries, providing assistance and resolving issues as needed
- Engaged in cash handling transactions, ensuring smooth customer purchase experiences
- Provided explanations for shipment order status and available pick-up times to customers and effective data entry tracking.
- Completed assignments with a focus on delivering excellent customer service and satisfaction
Interviewer
City Council
Cincinnati, OH
06.2018 - 05.2019
- Conducted interviews with community members to gather feedback on programs and services for youth development
- Contributed to the development of new community programs aimed at enhancing youth engagement and opportunities
- Gathering information and setting up interviews with city council and other reps to effectively find ways to support and build our community with planning engaging events, expanding homeless services, and growing our education system.
Education
Some College (No Degree) - Some College (No Degree)
University of Cincinnati Blue Ash
Blue Ash, OHDiploma -
Woodward Career Technical High School
Skills
- Call documentation
- Date entry and maintenance
- Active listening
- Customer accuracy
- Verbal and written communication
- Analytics thinking and problem solving
- Time management
- Self management
- Research skills through data collection
- Computer proficiency
- Customer service
- Call management
- Call center experience
- Account management
Timeline
Customer Service Representative
Internal Revenue Service (Federal Job)
06.2022 - Current
Picking/Packing Associate
UPS
07.2020 - 01.2022
Store Sales Associate
City Trends
05.2019 - 06.2021
Interviewer
City Council
06.2018 - 05.2019
Some College (No Degree) - Some College (No Degree)
University of Cincinnati Blue Ash
Diploma -
Woodward Career Technical High School