Mia Burnett
Morrow,GA
Summary
Accomplished New Hire Trainer at the Internal Revenue Service, IRS, renowned for elevating employee performance through standardized training and continuous development initiatives. Expert in coaching techniques and problem-solving, I've mentored employees to success, significantly enhancing customer service standards. My approach integrates motivational strategies with meticulous attention to detail, driving notable organizational improvements.
Overview
8
8
years of professional experience
1
1
Certification
Work History
New Hire Trainer
Internal Revenue Service, IRS
07.2024 - Current
- Increased consistency in employee performance evaluations by standardizing training materials across all departments.
- Implemented ongoing training initiatives for existing employees, promoting continuous professional development within the organization.
- Served as a trusted mentor to countless employees, guiding them through challenging transitions into their respective roles within the organization.
- Evaluated employee progress using various assessment methods, providing valuable feedback for future improvement efforts.
- Tested all training software and hardware prior to commencing training programs.
- Coordinated and prioritized required training courses for new hires.
Customer Service Representative
Internal Revenue Service, IRS
10.2019 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Chime Solutions
01.2017 - 12.2019
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
General Studies
Georgia Southern University
Statesboro, GASkills
- Collaborative learning
- Training delivery
- Coaching Techniques
- Motivational Techniques
- Customer Service
- Problem-Solving
- Attention to Detail
- Time Management
- Data Entry
- New Hire Training
Certification
- CompTIA Certification A+
Timeline
New Hire Trainer
Internal Revenue Service, IRS
07.2024 - Current
Customer Service Representative
Internal Revenue Service, IRS
10.2019 - Current
Customer Service Representative
Chime Solutions
01.2017 - 12.2019
General Studies
Georgia Southern University
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