Monique Ayers
Grand Prairie,TX
Summary
Organized and self-motivated professional with strong written and oral communication skills. Proven ability to build relationships in diverse environments and adapt quickly to change. Experienced in Microsoft Office Suite, conflict resolution, and customer relationship management, ensuring high productivity and efficiency. Leadership style empowers colleagues to achieve optimal performance and fosters positive customer experiences.
Overview
11
11
years of professional experience
Work History
Contact Representative 40 Hours/week GS0962-08/3
Internal Revenue Service
Dallas, TX
10.2019 - Current
- Executed interpretation of taxpayer amendment requests with precision.
- Coordinated correspondence for missing account information to enhance processing accuracy.
- Delivered technical support primarily via telephone in a high-energy call center environment.
- Addressed complex customer inquiries requiring innovative solutions.
- Applied tax code expertise to clarify taxpayer responsibilities effectively.
- Protected sensitive personal and financial information through rigorous analysis.
- Utilized sound judgment in resolving taxpayer disputes and delinquency matters.
- Streamlined appointment scheduling while encouraging use of available self-help tools.
Account Representative
AXS/MMC Group
04.2015 - 01.2017
- Determines requirements by working with customers
- Answers inquiries by clarifying desired information; researching, locating, and providing information
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests
- Sells additional services by recognizing opportunities to up-sell accounts, explaining new features
- Responsible for inquiries about purchasing sports and various entertainment event tickets
- Handling customer accounts and processing payments for orders
Administrative Assistant
Murdock Notary
11.2013 - 04.2015
- Provide general administrative and clerical support including mailing, scanning, faxing and copying to maintain electronic and hard copy filing system; open, sort and distribute incoming correspondence
- Perform data entry and scan documents
- Assist in resolving any administrative problems
- Answer calls from customers regarding their inquiries
- Prepare and modify documents including correspondence, reports, drafts, memos and emails
- Schedule and coordinate meetings and appointments
- Maintain office supplies for department
- Responsible for notifying records or documents
Education
Associate in Applied Science - Occupational Therapy Assistant
Dallas College - El Centro And Mountain View Campuses
06.2021
High School Diploma - Texas Scholar Award
Desoto High School
DeSoto, TX01.2006
Skills
- Microsoft Office proficiency
- Data retrieval expertise
- Advanced research skills
- Effective verbal communication
- Strong writing skills
- Intermediate Excel proficiency
- Typing speed: 40 wpm
- Ten-key operation
- Customer service excellence
- Problem solving
- Conflict resolution
- Empathy and patience
- Data entry proficiency
- Interpersonal skills
- Account management
- Customer support delivery
- Call control techniques
- Verbal and written communication
- Information gathering
- Database research techniques
- Call handling expertise
- System documentation
Technical Experience - Skills
- MS Word
- MS PowerPoint
- Integrated Data Retrieval System (IDRS)
- Internet-Advanced, Search Engines, research
- MS Excel-Intermediate
- Typing 40 wpm
- Ten-key
- MS Outlook-For email and electronic fax communications
Timeline
Contact Representative 40 Hours/week GS0962-08/3
Internal Revenue Service
10.2019 - Current
Account Representative
AXS/MMC Group
04.2015 - 01.2017
Administrative Assistant
Murdock Notary
11.2013 - 04.2015
Associate in Applied Science - Occupational Therapy Assistant
Dallas College - El Centro And Mountain View Campuses
High School Diploma - Texas Scholar Award
Desoto High School
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