Latisha Black
Supervisory Contact Representative
Cleveland,Ohio
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Supervisory Contact Representative
Internal Revenue Service (This is a federal job)
Cleveland
03.2023 - Current
- Focuses on issues that affect the assigned business unit relative to the incumbent's areas of expertise
- Establishes and maintains a cooperative working relationship with managers; meets with managers to discuss various HR strategies
- Provides strategic consultative advisory services on a wide range of initiatives, issues and problems with management and customer HR offices.
Lead Tax Examiner Technican
Internal Revenue Service
Cleveland
07.2022 - Current
- Distributes, balances, monitors, and reports on workload in accordance with established workflow or job specialization
- Assures equitable distribution among employees and timely accomplishment of assigned workload.
CONTACT REPRESENTATIVE
INTERNAL REVENUE SERVICES (This is a federal job)
CLEVELAND
12.2014 - Current
- Coordinating the release and non-release of information on all taxpayer requests for case files under the Taxpayer First Act
- Independently analyzes and appropriately applies applicable laws and policies governing the disclosure of information
- Prepares letters to transmit the redacted file to the taxpayer or authorized representative and physically mails or electronically transmits the materials to these parties.
Lead Contact Representative
Internal Revenue Service
Cleveland
12.2014 - Current
- Perform work that is of the same kind and level as the employees being led
- Distribute, balance, monitor, and report on workload under established workflow or job specialization
- Applying policies and procedures to identify problems and respond to questions.
Subject Matter Expert
Internal Revenue Service (This is a federal job)
Cleveland
06.2021 - 09.2021
- As a SME I planned, organized, and led phases of multi-functional efforts to evaluate plans and proposals of projects involving broad areas of work processes, operational practices, and integration between various functional areas.
Skills
Goal-Oriented
Data entry proficiency
Social Perceptiveness
Cross-cultural sensitivity
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Result through effectively helping with Task.
- Supervised team of Number staff members.
- Resolved product issue through consumer testing.
- Documented and resolved Issue which led to Results.
- Collaborated with team of Number in the development of Project name.
Timeline
Supervisory Contact Representative
Internal Revenue Service (This is a federal job)
03.2023 - Current
Lead Tax Examiner Technican
Internal Revenue Service
07.2022 - Current
Subject Matter Expert
Internal Revenue Service (This is a federal job)
06.2021 - 09.2021
CONTACT REPRESENTATIVE
INTERNAL REVENUE SERVICES (This is a federal job)
12.2014 - Current
Lead Contact Representative
Internal Revenue Service
12.2014 - Current