Martria Adams
Internal Revenue Service 40 Hrs./wk.
Detroit,MI
12
years of professional experience
Customer-focused professional with extensive experience in delivering exceptional service to diverse clients. Skilled in assessing needs and providing effective solutions, while managing customer relations and resolving issues. Committed to enhancing service efficiency and satisfaction through process improvements.
Work History
Contact Representative GS-0962-07
10 Months- Engaged taxpayers to clarify delinquent account statuses and available compliance options.
- Demanded immediate payments while advocating for voluntary compliance with tax responsibilities.
- Analyzed statements to determine ability to resolve outstanding debts.
- Negotiated payment plans and executed lien filings effectively.
- Referred cases meeting taxpayer advocate criteria for specialized assistance.
- Guided customers through website navigation during purchase processes.
- Researched taxpayer data to develop effective communication strategies.
- Collaborated with central insolvency teams for thorough case management.
- Fulfilled customer requests by clarifying desired information and completing transactions.
- Provided technical support via telephone, email, and chat platforms.
Contact Representative GS-0962-06
1 Year- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Handled escalated calls by actively listening to individual customer needs and providing tailored solutions.
- Utilized active listening techniques to gain understanding of customer needs.
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
- Fulfilled customer requests by clarifying desired information and completing transactions.
- Managed incoming and outgoing communications with taxpayers regarding delinquent accounts.
- Educated taxpayers on necessary steps to achieve voluntary tax compliance.
- Educated taxpayers on steps for achieving voluntary tax compliance to promote understanding and adherence.
- Assessed taxpayer ability to pay delinquent accounts and executed closing procedures.
- Built positive relationships with customers through timely, accurate information and effective solutions to inquiries.
Contact Representative GS-0962-05
1 Year- Cultivated positive customer relationships through targeted communication strategies, enhancing customer satisfaction.
- Delivered technical assistance to taxpayers via telephone interactions, clarifying tax inquiries to promote compliance.
- Drafted determinations using sound judgment to resolve disputes and address delinquency matters.
- Drafted determinations with sound judgment, effectively resolving disputes and addressing delinquency matters to support taxpayer compliance.
- Utilized active listening techniques to assess customer needs effectively.
- Analyzed computerized records from multiple databases to identify discrepancies and ensure accuracy.
- Maintained confidentiality by safeguarding sensitive personal information.
Ward Clerk
6 Years 7 Months- Provided administrative support for nursing staff by managing filing, faxing, and photocopying tasks to maintain efficient operations.
- Serve as a liaison between patients and other departments, including scheduling appointments, providing information, and answering questions
- Maintain medical records in accordance with legal requirements
- Prepare and maintain patient charts and other documents
- Track and maintain patient information in the electronic medical record system
- Liaised between patients and departments by scheduling appointments, providing information, and addressing inquiries to enhance patient experience.
- Assisted with coding procedures and billing processes while ensuring compliance with HIPAA regulations.
- Scheduled patient tests and procedures, including lab work and x-rays, in accordance with physician orders to ensure timely care.
Customer Service Representative
1 Year 1 Month- Answer, resolve, track and document inbound/outbound calls from members and providers by engaging in active listening confirming or clarifying information and deescalating situations as necessary.
- Addressed callers' needs efficiently and accurately, ensuring timely and professional interactions that left them feeling supported and valued.
- Research and resolve inquiries from internal /external customers including Enrollment, eligibility, ID cards, clinic changes, demographic changes, benefit coverage, claims, payments, member reimbursement, and demonstrated knowledge of CAG policies, procedures, and regulations.
- Researched and resolved inquiries from internal and external customers regarding enrollment, eligibility, ID cards, clinic changes, demographic changes, benefit coverage, claims, payments, and member reimbursement, demonstrating thorough knowledge of CAG policies and regulations.
- Utilized software, databases, scripts, and tools to consistently meet and exceed call center metrics while delivering high-quality customer service.
- Perform additional duties as assigned by Management based on business demands.
- Analyze and collected customer information to prepare product or service reports.
- Analyze and collect customer information to prepare product or service reports.
- Performs additional duties as assigned by Management based on business demands.
Certified Nursing Assistant
1 Year 7 Months- Supported patients in daily living activities, enhancing comfort and dignity during dressing, bathing, and grooming.
- Prepared meals and assisted with feeding, ensuring dietary needs were met.
- Assisted patients with ROM exercises, other activities promoting recovery.
- Answered call lights to provide emergency treatment and assistance to patients.
- Collected blood samples and body fluids to prepare for diagnostic testing.
- Communicated with patients to determine need for assistance or social and emotional support.
- Documented vital signs, allergies, medications, and chief complaints, ensuring accurate patient intake and care continuity.
- Managing messages, lab results, and refill requests through Epic's tool
Education
Certified Medical Assistant - Medical Assistant
Skills
Taxpayer Assistance
Compliance Training
Data Analysis Tools
Data entry proficiency
AMS (Account Management Services)
IDRS software
Interrogate (Computer systems like IDRS and AMS
and files in systems)
Proficient with Microsoft Office 365
IRS Software Navigation
Documentation and reporting
Data Retrieval Techniques
Account Resolution Strategies
Tax Compliance Systems
Communicating with clients
Customer Service Training
Self Motivated
Team Oriented
Timeline
Contact Representative GS-0962-07
Internal Revenue Service 40 Hrs./wk.
11.2025 - CurrentRead More
Contact Representative GS-0962-06
Internal Revenue Service 40hrs Wk.
11.2024 - 11.2025Read More
Contact Representative GS-0962-05
Internal Revenue Service 40hrs Wk
11.2023 - 11.2024Read More
Ward Clerk
Manor of Farmington Hills 40hrs Wk.
05.2017 - 12.2023Read More
Customer Service Representative
National Health Plans & Benefits Agency 40hrs Wks.
04.2016 - 05.2017Read More
Certified Nursing Assistant
Westwood Rehabilitation Center
10.2014 - 05.2016Read More
Health Care Solutions And Career Group
Certified Medical Assistant from Medical Assistant
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