La Shawn M Macklin
Clovis,CA
Summary
Dedicated Customer service representative motivated to maintain taxpayer satisfaction and contribute to company success. Reliable and driven, with strong time management and prioritization abilities. Experienced with troubleshooting, tech support, and customer care. Knowledgeable with major customer service software, handling customer complaints, and maintaining a positive and friendly disposition.
Overview
50
50
years of professional experience
Work History
Contact Service Representative
Internal Revenue Service
Fresno, Ca
01.1987 - Current
- Maintain friendly and positive attitude at all times even with unhappy and unruly taxpayers.
- Answer 40+ calls daily, assisting taxpayers directly or by transferring to appropriate application line using Telephone Transfer Guide
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns.
- Compile full compliance check always ensuring that nothing is left unresolved.
- Mastered effectively listening to taxpayers needs, which require understanding, empathy, tact, and courtesy towards taxpayers concerns.
- Exceptional verbal communications are very clear, accurate, complete, and concise.
- Major team player and willing to share knowledge .
- Cross trained and provided back up for other Customer service representatives when needed.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Supervisory Tax Examining Technician
Internal Revenue Service, Wage And Investments
Fresno, CA
03.2022 - 09.2022
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Developed and maintained relationships with employees through program development.
- Delivered feedback to Upper management regarding employee performance and training needs.
- Approved regular SETR submissions for employees.
- Applied feedback to develop process improvements and support long-term business needs.
- As front-line Manager, I maintained unit consisting of Tax Examining technicians skilled in Centralized Authorization File/Power of Attorney (CAF/POA) program for FY22. My Team consisted of 14 employees and 1 Lead. I started 120-day detail March 13, 2022, during this time, I have evaluated work performance of employees based on priorities, organizational goals work performance. I have completed monthly employee reviews using EQRS for CAF to ensure accuracy of work. I provided advice, counsel and instruction to employees on both work and administrative matters. I completed leave counseling utilizing Manager suite monthly, and SETR reviews quarterly. I evaluated employees work and recommended ways to improve performance. I created ways to acknowledge employee's performance and take disciplinary actions when improvement was needed. I instructed and advised employees of work and administrative issues. I provided recommendations on candidates for promotion and assignments within 120-day detail March 13, 2022, I have evaluated work performance of employees based on priorities, organizational goals work performance. I have completed monthly employee reviews using EQRS for CAF to ensure accuracy of work. I provided advice, counsel and instruction to employees on both work and administrative matters. I completed leave counseling utilizing Manager suite monthly, and SETR reviews quarterly. I evaluated employees work and recommended ways to improve performance. I created ways to acknowledge employee's performance and take disciplinary actions when improvement was needed. I instructed and advised employees of work and administrative issues. I provided recommendations on candidates for promotion and assignments within organization. I listened to complaints and offered ways to resolve them. If I was unable to resolve issue, I elevated issues or grievances to appropriate authority. I found ways to improve productivity, work processes while increasing quality of work directed. I applied communication techniques to interact with my employees in order to promote clear understanding, improve productivity, teamwork and resolve any issues.
Office Assistant III
Fresno Unified School District
Fresno, Ca
01.1996 - 06.2009
- Prepared professional business correspondence, including letters, invoices, and basic contract language.
- Helped project managers coordinate resources and paperwork necessary to complete assignments.
- Office personnel with software, hardware, and equipment issues.
- Greeted visitors at front desk, answered questions, and directed guests to specific office personnel.
- Built positive relationships with office personnel and customers to strengthen connections.
- Managed high volume of testing material with near-perfect accuracy by 90% for English, Math and Science departments for Fresno Unified school district.
- Spearheaded multi-line telephone system to answer questions, route calls, and take messages.
- Handled file demands, scanning, indexing, and storing physical records.
- Eliminated security risks by shredding old records and confidential information.
- Scheduled appointments, meetings and events in comprehensive master calendar.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Delivered clerical support by handling range of routine and special requirements.
Education
Associate of Arts - Computerized Accounting
Alaska Computer Institute
Anchorage Ak1990
High School Diploma -
Roosevelt High School
Fresno CA1986
Skills
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Upbeat and Positive Personality
- Strong Effective Verbal and Written Communication skills
- Calm and Professional Under Pressure
- Strong Analytical and Problem Solving Skills
- Responding to Difficult Customers
- Data Entry and Maintenance
Accomplishments
- I am a graduate of the Local Leadership Resource Program (LLRP).
- I am working to enhance my leadership skills.
- Leadership is a very important function to achieve organizational goals to develop and maximize productivity and instill a positive workplace culture so that a team can thrive and work harmoniously.
- I am a current participant in the Frontline Leader Readiness Program (FLRP)
Timeline
Supervisory Tax Examining Technician
Internal Revenue Service, Wage And Investments
03.2022 - 09.2022
Office Assistant III
Fresno Unified School District
01.1996 - 06.2009
Contact Service Representative
Internal Revenue Service
01.1987 - Current
Associate of Arts - Computerized Accounting
Alaska Computer Institute
High School Diploma -
Roosevelt High School
Summary of Experience
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Excel
- IDRS COMMAND CODES
- CC NAMEE, NAMEI/B/Q, NAMES
- CC ENMOD, EICMP, ENREQ, ERINV
- CC RTVUE, REQ77, REQ54, ACTON
- CC IMFOL, BMFOL, INOLES
- CC IRPTR, MFREQ, MFTRA, SUMRY, TXMOD, TRPRT, CFINK, RFINK
- CC AMDISA, COMPA, DDBCK, DDBKD, DUPED, DUPOL
- CC FFINQ, FIEMP, IMFOL, STAUPS, TERUP, UPTIN, TRDBV, INTST, MESSG
***REFERENCES UPON REQUEST****
Summary of Experience
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Excel
- IDRS COMMAND CODES
- CC NAMEE, NAMEI/B/Q, NAMES
- CC ENMOD, EICMP, ENREQ, ERINV
- CC RTVUE, REQ77, REQ54, ACTON
- CC IMFOL, BMFOL, INOLES
- CC IRPTR, MFREQ, MFTRA, SUMRY, TXMOD, TRPRT, CFINK, RFINK
- CC AMDISA, COMPA, DDBCK, DDBKD, DUPED, DUPOL
- CC FFINQ, FIEMP, IMFOL, STAUPS, TERUP, UPTIN, TRDBV, INTST, MESSG
***REFERENCES UPON REQUEST****
Summary of Experience
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Excel
- IDRS COMMAND CODES
- CC NAMEE, NAMEI/B/Q, NAMES
- CC ENMOD, EICMP, ENREQ, ERINV
- CC RTVUE, REQ77, REQ54, ACTON
- CC IMFOL, BMFOL, INOLES
- CC IRPTR, MFREQ, MFTRA, SUMRY, TXMOD, TRPRT, CFINK, RFINK
- CC AMDISA, COMPA, DDBCK, DDBKD, DUPED, DUPOL
- CC FFINQ, FIEMP, IMFOL, STAUPS, TERUP, UPTIN, TRDBV, INTST, MESSG
***REFERENCES UPON REQUEST****
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