Marian Saunders
Jacksonville,USA
Summary
Diligent worker with a strong research and customer service background seeking an opportunity to develop my data management and process improvement skills. Dependable and willing to take on added responsibilities to meet team goals and expand professional acumen. Hardworking and passionate toward data gathering, identifying trends and translating those into actionable solutions. Able to multitask, learn new systems, and adapt to ever changing work strategy landscapes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Bilingual Contact Representative (English/Spanish)
Internal Revenue Service
10.2009 - 01.2014
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to taxpayers.
- Educated taxpayers on tax compliance, identity theft safeguards, billing, payment processing, as well as support policies and procedures.
- Performed complex account research and data corrections in accordance to agency's guidelines.
- Carried out clerical duties such as confidential facsimile transmission and mail correspondence of tax return information to authorized parties.
- Adapted communication style based on individual preferences or cultural backgrounds of taxpayers, ensuring clear understanding and high-level of satisfaction.
Bilingual HRM Problem Resolution Representative II (English/Spanish)
Convergys
10.2008 - 09.2009
- Addressed employee questions and managed claims related to payroll, taxes, position management, benefits, garnishments, recruiting and compensation in order to better their work life experience.
- Conducted thorough follow-up calls to ensure complete resolution of customer concerns, reinforcing trust in the company's services.
- Utilized CRM tools efficiently for tracking cases and updating account information accurately during each interaction.
- Escalated critical issues promptly to appropriate departments for swift resolution, minimizing negative impact on customer experience.
- Participated in cross-functional teams aimed at improving overall business performance through continuous improvement initiatives related to problem resolution processes.
Bilingual Relay Operator (English/Spanish)
Communication Services for the Deaf
07.2006 - 09.2008
- Enhanced communication accessibility by interpreting and transcribing phone calls for deaf and hearing-impaired clients.
- Demonstrated strong attention to detail while transcribing calls, ensuring that messages were accurately conveyed between parties without loss of context or meaning.
- Ensured adherence to strict compliance standards by following established protocols when dealing with highly-sensitive calls or situations involving law enforcement agencies.
- Maintained strict confidentiality of client information while adhering to company policies and federal regulations.
- Adapted quickly to new software systems for call transcription, increasing productivity while ensuring accuracy in relaying messages between parties.
- Contributed to the team''s efficiency by consistently exceeding call handling targets and maintaining low error rates.
Education
Bachelor of Science - Psychology
University of North Florida
Jacksonville, FL12.2023
Skills
- Experience with Microsoft Office, Excel, SPSS
- Account Management
- Database Research
- 65 WPM
- Teamwork and Collaboration
- Administrative and Office Support
- Document and Records Management
- Process Improvement
Certification
- Medical Interpreting Training (English-Spanish) - 2024
- Group 2 Social Behavioral Research Investigators and Key Personnel, CITI Program, 2022-2025 (Credential ID 51976828)
Timeline
Bilingual Contact Representative (English/Spanish)
Internal Revenue Service
10.2009 - 01.2014
Bilingual HRM Problem Resolution Representative II (English/Spanish)
Convergys
10.2008 - 09.2009
Bilingual Relay Operator (English/Spanish)
Communication Services for the Deaf
07.2006 - 09.2008
Bachelor of Science - Psychology
University of North Florida