Missy Durbin
Puyallup,WA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
16
16
years of professional experience
Work History
Quality Review
United States Treasury - Internal Revenue Service
09.2018 - 09.2025
- Reviewed completed calls for quality and accuracy.
- Maintained comprehensive documentation of quality review findings, enabling accurate tracking of trends and progress over time.
- Provided continuous quality review and suggested procedures and processes for program improvement.
- Provided insightful feedback to peers during review processes, enhancing final product quality.
Customer Service Representative
Department of Treasury - Internal Revenue Service
11.2009 - 09.2018
- Resolved customer inquiries through telephone communication, ensuring prompt and accurate information delivery.
- Collaborated with team members to streamline processes, enhancing overall service efficiency and customer satisfaction.
- Trained new staff on customer service protocols, fostering a knowledgeable workforce.
- Mentored junior representatives, sharing best practices that contributed to improved performance and morale within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Skills
- Customer service
- Customer satisfaction
- Teamwork
- Problem-solving
- Time management
- Reliability and punctuality
- Flexible schedule
Timeline
Quality Review
United States Treasury - Internal Revenue Service
09.2018 - 09.2025
Customer Service Representative
Department of Treasury - Internal Revenue Service
11.2009 - 09.2018
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