Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kimberly A. Johnson Banks

Memphis,Tennessee

Summary

I am a Team player, manage to Exceed in Successful reviews, time off awards,

Overview

15
15
years of professional experience
1
1
Certification

Work History

Contact Representative

Internal Revenue Service, IRS
03.2024 - Current
  • Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
  • Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
  • Provided exceptional service by proactively addressing customers'' needs and concerns.
  • Improved customer satisfaction by resolving issues efficiently and professionally.
  • Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
  • Collaborated closely with other departments to ensure seamless support for customers throughout their journey with the company.
  • Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
  • Increased customer retention by expertly handling escalated issues in a timely manner.
  • Participated in regular professional development opportunities to enhance skills and stay compliant with service center guidelines.
  • Built lasting relationships with clients through effective communication and attentive service.

Contact Representative

Internal Revenue Services
11.2021 - Current
  • Completes contacts, i.e., conducts personal or telephone interviews with a wide range of individuals who have varying degrees of understanding, or with third party representatives, e.g., CPAs, practitioners, attorneys who possess a professional understanding provides full explanation to specific inquires initiated by the individual, generated by notices, or internally generated assignments
  • These inquires involve:
  • A body of law and regulations that covers one or more types of issues each having different conditions, reporting requirements, or other regulatory provisions that significantly affect and complicate the specific obligation involved
  • Regulations and policies subject to frequent legislative changes or administrative determinations, amendments or precedent decisions that affect specific conditions
  • Programs that include the full range of expectations, deductions, exclusions, coupled with business taxes involving different types of exemptions, deductions, exclusions, capital gains taxes, excise taxes, employment taxes, and others to advise, inform, assess, and collect taxes, and associated liabilities
  • Uses sophisticated interviewing techniques, the employee reviews individual circumstances and goals, and advises on the most advantageous way to meet them
  • Elicits sensitive, personal financial information, e.g., innocent spouse determinations, bankruptcies, or draws out information the individual may attempt to withhold, e.g., additional
  • Sources of income, overpayments, to ensure compliance with reporting and disclosure requirements
  • Make determinations and uses sound judgement concerning controversial matters in reporting as appropriate the degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent
  • Develops, analyzes, and evaluates information involving the research of records and the nature of each inquiry the way it was presented to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each individual or fulfill regulatory requirements
  • Explains what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes in cases involving: varied sources of income, including self-employment, itemized personal and business expense deductions, or carryover/carry back of capital losses and investment credit from prior years, or comparable issues requiring reference to the tax code and precedents
  • Performs other duties as assigned
  • Comprehensive knowledge of and skill applying the methods, precedents, and guidelines related to individual and business tax law, the IRM, the IRC, IRS collection techniques and enforcement actions, regulations practices, tax forms, notices, bills, and other documents to fully advise the taxpayer of options available for meeting tax obligations
  • This includes knowledge of and skill in reviewing technical information updates to maintain a current knowledge of tax law and internal processing procedures
  • Skill in effectively and professionally communicating specialized information orally or in writing with internal and external customers
  • Skill in meeting and/or dealing with all individuals including third party representatives, often in sensitive situations, including those where individuals are evasive, irate, and unwilling to accept the service’s position
  • Skill in using interviewing techniques to obtain and exchange information under sensitive conditions, e.g., reporting and disclosure requirements
  • Comprehensive knowledge of available on-line systems, research materials, technology, tools, and processing procedures, e.g., data security knowledge of codes, their interrelationships and function to understand and resolve problems or issues
  • Knowledge of IRS principles, practices, and procedures including taxpayer rights, enforcement policies and practices, payment processing and pertinent appeal procedures, as well as knowledge of service center and district office operations, processing, and procedures to work case
  • Knowledge of and skill in utilizing inventory management procedures to control casework and conduct research
  • Knowledge of investigative techniques and procedures sufficient to extract information from a variety of sources and make determinations as to the appropriateness and quality of information sources

Quality Assurance DEA Clerk

Eversana
12.2019 - 11.2021
  • Assist with quality assurance teams and returns department to ensure compliance with DEA and FDA requirements are being met
  • Worked in a high-profile facility in caged/vaulted area that carries C1, C2, C3, C4, and C5 drugs
  • Assist in all transfers and acquisitions of controlled substances to ensure timely, accurate, and compliant transfers within registered facilities
  • Conducts internal quality audits and facilitates Regulatory Inspection activities and responses
  • Reviewed cycle count audits of finished goods inventory, investigate inventory discrepancies and in-transit losses, and report findings to the DEA as necessary

Handler

Volt workforce Solutions
01.2014 - 02.2015
  • Process orders, enter airway bills numbers into system
  • Provide customers with information about other products and services my employers offer
  • Record, update, and maintain customer account information
  • Add and delete supplies as they are shipped and received
  • Worked closely with leads and supervisor
  • Prepared damage claims for supplies with little or expired shelf life

PCA

Resource One Medical
08.2010 - 03.2014
  • Work closely with patients
  • Help patients with basic care services such as bathing, grooming and feeding
  • Give patients social and emotional support
  • Provide vital information on patient condition to nurses and other medical personnel

Pharmacy Technician (Externship)

Kroger
03.2010 - 05.2011
  • Help patients who are dropping off or picking up prescription orders
  • Create and update patient’s health and insurance information
  • Assist the pharmacist with filling and labeling prescriptions
  • Communicate with prescribers and their agents to obtain refill authorizations
  • Prepare the pharmacy inventory

Education

Diploma - Pharmacy Technology

Remington College
Memphis, Tennessee
04.2011

Skills

  • Goal oriented
  • Empathy and patience
  • Data entry proficiency
  • Assertiveness
  • Social perceptiveness
  • Cross-cultural sensitivity
  • Strong interpersonal skills
  • Customer service
  • Problem-solving skills
  • Call center customer service
  • Resolving issues
  • Customer communications
  • Verbal and written communication
  • Inbound phone calls
  • Cash handling
  • Answering questions
  • Customer support
  • Communicating with clients
  • Gathering information
  • Data entry
  • Product knowledge
  • Customer service optimization
  • Technical troubleshooting
  • Interpersonal skills
  • Customer relationship management
  • Appointment scheduling
  • Quality control
  • Documentation and reporting
  • Training experience
  • Complaint resolution
  • Payment processing
  • Call control
  • Quality assurance
  • Calm disposition
  • Performance monitoring
  • Logging call information
  • Inbound phone call management
  • Building rapport
  • Performance improvement
  • Call center operations
  • Sales expertise
  • Data gathering
  • Technical support
  • Account management
  • Sales closing
  • Proficient in software
  • Product upselling
  • Report preparation
  • Account updating
  • Database research
  • Prospecting skills
  • System documentation
  • Delivery tracking
  • Brand representation
  • Quality assurance controls
  • Record preparation
  • Number WPM
  • E-commerce
  • Product or service expertise
  • Credit adjustments
  • Call handling
  • Call control skills
  • Customer account updates
  • New teller training
  • Proficiency in type software
  • Typing number wpm
  • Software CRM system expert
  • Caller accomodations
  • Call documentation skills
  • Analytical
  • Script adherence
  • Professional phone voice
  • Call controlling
  • Providing customer support
  • CallSelect
  • Quality assurance optimization
  • Call logging
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Calm and professional under pressure
  • Reliability
  • Excellent communication
  • Computer skills
  • Understanding customer needs
  • Customer service excellence
  • Organizational skills
  • Team collaboration
  • Shipping and receiving
  • Calm under pressure
  • Active listening
  • Effective communication
  • Adaptability and flexibility

Certification

  • BLS Certification
  • HIPAA/OSHA
  • NPTA Sterile Products Certification
  • Registered with the Tennessee State Board of Pharmacy

Timeline

Contact Representative

Internal Revenue Service, IRS
03.2024 - Current

Contact Representative

Internal Revenue Services
11.2021 - Current

Quality Assurance DEA Clerk

Eversana
12.2019 - 11.2021

Handler

Volt workforce Solutions
01.2014 - 02.2015

PCA

Resource One Medical
08.2010 - 03.2014

Pharmacy Technician (Externship)

Kroger
03.2010 - 05.2011

Diploma - Pharmacy Technology

Remington College

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Kimberly A. Johnson Banks