Kiana Nelson
Cincinnati
Summary
Accomplished Tax Examining Technician and Manager with a proven track record at the Internal Revenue Service and Piada. Expert in tax law and audit management, adept at resolving conflicts and enhancing operational efficiency. Demonstrated ability to adapt to new technologies and lead teams to exceed performance goals while maintaining a professional environment.
Overview
8
8
years of professional experience
Work History
Customer Service Lead
Burlington
Cincinnati, OH
08.2025 - Current
- Led team to enhance customer satisfaction through effective issue resolution and proactive communication.
- Monitored service quality, ensuring adherence to company standards and improving overall customer experience.
- Trained new staff on operational procedures and customer service best practices, fostering a collaborative environment.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Mentored team members on conflict resolution techniques, resulting in reduced escalations and enhanced team performance.
Tax Examining Technician
Internal Revenue Service, IRS
Covington, KY
09.2024 - 09.2025
- Interpreted and applied federal and state tax codes for personal, business and corporate taxes.
- Adapted to new technology and software applications in a fast-paced environment. to new technology and software applications.
- Completed paperwork by reviewing and organizing documents for accuracy., recognizing discrepancies and promptly addressing for resolution.
- Neglected confrontational situations with taxpayers through effective negotiation and conflict resolution.
Customer Service Representative
Internal Revenue Service, IRS
Covington, KY
11.2019 - 03.2020
- Addressed customer requests for products, services, and company information to enhance customer satisfaction.
- Enhanced customer support through collaborative service environments and targeted operational initiatives.
- Provided prompt support to assist customers with inquiries and issues. to prioritize customer needs.
- Conducted investigations to identify and address issues effectively. accounting, service and delivery concerns.
- Responded proactively and positively to rapid change.
Manager
Piada
Cincinnati, OH
05.2018 - 10.2019
- Maintained organized and safe environment to support employee and patron well-being.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Resolved staff conflicts by actively listening to concerns and facilitating constructive dialogue.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to enhance engagement and productivity in their work.
Education
High School Diploma -
Withrow High School
CincinnatiSkills
- Customer satisfaction
- Customer complaint resolution
- Phone support
- Team leadership
- Conflict resolution
- Administrative duties
- Transaction processing
- Quality assurance
- Financial reporting
- Report preparation
Timeline
Customer Service Lead
Burlington
08.2025 - Current
Tax Examining Technician
Internal Revenue Service, IRS
09.2024 - 09.2025
Customer Service Representative
Internal Revenue Service, IRS
11.2019 - 03.2020
Manager
Piada
05.2018 - 10.2019
High School Diploma -
Withrow High School