Michaela Thompson
Cincinnati,OH
Summary
Dynamic customer service professional with a proven track record at the IRS, excelling in high-pressure environments. Skilled in problem-solving and effective communication. I enhanced customer satisfaction by efficiently resolving inquiries and improving service levels. Known for empathy and a detail-oriented approach, I consistently met performance goals while delivering exceptional support. Driven and motivated to provide friendly customer experiences. Dedicated to exceeding service goals and understanding customer desires through effective communication skills and abilities, as well as providing customized solutons.
Overview
15
15
years of professional experience
Work History
Contact Representative GS-0962-07-/1
Internal Revenue Service, IRS
10.2022 - 09.2025
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to tax payers.
- Provided exceptional service and excellent customer care by proactively addressing customers needs and concerns.
- Demonstrated empathy when addressing sensitive situations.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency daily and performance by meeting adherence goals.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and promptly resolved taxpayer inquiries.
- Processed amended returns, payment transfers, and written requests.
- Provided account transcripts and EIN information per tax payer request.
Parking Attendant
ABM Industries
07.2021 - 01.2023
- Answered general questions about parking fees, facilities, and directions.
- Promoted a welcoming atmosphere by greeting each customer upon arrival, offering assistance when needed throughout their visit.
- Kept parking lot clean and well-maintained to provide safe and attractive lot to customers.
- Demonstrated excellent multitasking abilities while balancing responsibilities such as fee collection, space assignment, and customer inquiries.
- Facilitated vehicle flow by managing traffic control and parking in designated areas.
- Patrolled parking areas in order prevent vehicle damage and property theft.
Patient Care Coordinator
RDI Corporation/ Miracle Ear
12.2021 - 12.2022
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Provided product detail and information.
- Worked with customers to deliver excellent and direct individualized patient care.
- Maintained call flow, answering inbound calls and transferring to appropriate departments when necessary.
Activity Coordinator
Communicare Of Clifton
02.2016 - 08.2019
- Developed customized activity plans for diverse groups, ensuring inclusivity and accessibility for all participants.
- Maintained and ordered supplies for activities.
- Coordinated special events like holiday parties or themed days that fostered a sense of community among participants.
- Maintained open lines of communication between staff members to ensure seamless coordination of all aspects of the programming process.
- Kept activity rooms and equipment organized and clean.
Customer Service Representative
Convergys
08.2010 - 12.2014
- 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.
- Responded to customer requests for products, services, and company information.
- Maintained focus on addressing customer needs and resolving concerns.
- Provided efficient and prompt technical support for customers on inbound calls.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Genarl Studies
Newport High School
Newport, KY05-2005
Skills
- Goal oriented
- Empathy and patience
- Data entry proficiency
- Assertiveness
- Customer service
- Problem-solving skills
- Call center customer service
- Resolving issues
- Customer communications
- Verbal and written communication
- Inbound phone call management
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Appointment scheduling
- Quality control
- Call control
- Quality assurance
- Performance improvement
- Technical support
- Professional phone voice
Timeline
Contact Representative GS-0962-07-/1
Internal Revenue Service, IRS
10.2022 - 09.2025
Patient Care Coordinator
RDI Corporation/ Miracle Ear
12.2021 - 12.2022
Parking Attendant
ABM Industries
07.2021 - 01.2023
Activity Coordinator
Communicare Of Clifton
02.2016 - 08.2019
Customer Service Representative
Convergys
08.2010 - 12.2014
Genarl Studies
Newport High School
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