Michelle D. Swinney
Griffin,GA
Summary
I am an outgoing individual with many years of experience in administrative and customer service. I seek to be part of a company that indulges in professional growth and offers a challenging, rewarding career while allowing me to utilize my knowledge and skills.
Overview
27
27
years of professional experience
Work History
Contact Service Representative
Internal Revenue Service
Tucker, GA
11.2025 - 04.2026
- Assisted taxpayers with inquiries, providing accurate information on tax regulations and procedures.
- Processed a high volume of taxpayer correspondence, ensuring timely responses and resolution of issues.
- Utilized IRS systems to update taxpayer accounts and maintain accurate records for compliance purposes.
- Participated in training sessions to stay updated on changing tax laws and IRS policies.
- Addressed complex tax-related questions from taxpayers, demonstrating strong problem-solving skills and knowledge retention.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
Delivery Driver
Spark/Walmart
Griffin, GA
12.2024 - 10.2025
- Delivered packages efficiently, ensuring timely arrival to customers' locations.
- Adapted quickly to changing schedules and customer requests during peak hours.
- Delivered packages to customers doorsteps and business offices.
- Maintained an upbeat, positive attitude in a busy, customer-focused environment.
- Maintained strong relationships with clients through proactive communication and personalized service.
- Communicated effectively with customers regarding delivery status and changes.
Contact Service Representative
Interal Revenue Service
Tucker, GA
06.2024 - 12.2024
- Assisted Business taxpayers in navigating complex tax regulations and procedures.
- Utilized IRS systems to access Business taxpayer information and provide accurate assistance.
- Maintained a professional demeanor under pressure while delivering excellent customer experiences.
- Built rapport with customers through active listening techniques, empathizing with their concerns, and offering appropriate solutions based on their needs.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Optimized workflow, multitasking between inbound calls, emails, and chat support.
Claim Processor
Corporate Temps
Norcross, GA
03.2019 - 12.2023
- Processed unemployment insurance claims efficiently, ensuring compliance with company policies and regulations.
- Managed a high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Followed up with customers on unresolved issues.
- Working with the department as a liaison between employers and employees involved in a job refusal.
- Verify the job refusal by contacting both parties and accurately reporting the reason for the refusal.
- Transferring payments from multiple systems to an Excel spreadsheet.
Secretary/Call Center Agent
Office of Insurance and Safety Fire Commissioner
Atlanta, GA
07.1999 - 01.2019
- Scheduled appointments and meetings for the Commissioner.
- Completed forms, reports, logs, and records to handle all documentation for Open Record Requests.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Demonstrated empathy and understanding when dealing with difficult situations,
- Ultimately, diffusing tension while finding satisfactory resolutions.
- Filled more than 100 phone calls throughout the day in a high-volume call center.
- Schedule hearings for the Commissioner.
- Verifying the license agent's information. Navigating through multiple screens.
- Performed various administrative duties such as making outbound calls, faxing, copying, printing, scanning, filing, mailing, and ordering office supplies.
- Maintained daily report documents, memos, and invoices.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Education
High School Diploma -
Southside Comprehensive High School
Atlanta, GAPowerpoint, Excel And MS Word
Office of Automation Service, Inc.
Atlanta, GA Skills
- Positive attitude
- Customer Service
- Attention to detail
- Dependable and reliable
- Manage details, and organize
- Fast and accurate typing skills (50 wpm)
- Flexibility and adaptability to change
- Ability to multitask Inbound and outbound calls
- Package handling
- Problem solving
- Multitasking
- Call center experience
Timeline
Contact Service Representative
Internal Revenue Service
11.2025 - 04.2026
Delivery Driver
Spark/Walmart
12.2024 - 10.2025
Contact Service Representative
Interal Revenue Service
06.2024 - 12.2024
Claim Processor
Corporate Temps
03.2019 - 12.2023
Secretary/Call Center Agent
Office of Insurance and Safety Fire Commissioner
07.1999 - 01.2019
High School Diploma -
Southside Comprehensive High School
Powerpoint, Excel And MS Word
Office of Automation Service, Inc.