Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Monique Curry

Philadelphia,PA

Summary

Accomplished Lead Customer Service Representative at the Internal Revenue Service (IRS), adept in customer account management and resolution. Excelled in enhancing team performance and service quality through expert coaching and skills enhancement. Renowned for multitasking, organization, and a positive personality, significantly contributing to organizational goals and customer satisfaction.

Overview

3
3
years of professional experience

Work History

Lead Customer Service Representative

Internal Revenue Service, IRS
Philadelphia, PA
05.2024 - Current
  • Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints,
  • Made appropriate account corrections to resolve customer problems
  • Participated in training to enhance job skills and knowledge
  • Motivated the team members to reach the organizational goals
  • Provides coaching as needed to improve skill sets
  • Monitored team performance and provided feedback for improvement.
  • SME for Streamline Team and works closely with P&A
  • Conducts Team meetings and advocate for the team needs in absence of the unit manager
  • Currently I am instructing New Hires

Customer Service Supervisor

Internal Revenue Service, IRS
Philadelphia, PA
10.2024 - 11.2024
  • Researched and prepared reports required by management or governmental agencies.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
  • Provided day-to-day leadership to cultivate environment that exemplified company values.
  • Addressed leave issues

Lead Customer Service Representative

Internal Revenue Service, IRS
Philadelphia, PA
04.2022 - 05.2024
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Ensured compliance with applicable laws, regulations and organizational policies.
  • Monitored team performance metrics and identified areas for improvement.
  • Assisted in resolving escalated customer complaints.
  • Conducted team meeting in the absence of the unit manager
  • Coached to improve skill sets
  • Continued training to enhance job skills and knowledge

Skills

  • Multitasking and organization
  • Customer account management
  • Customer complaint resolution
  • Team task delegation
  • Customer correspondence
  • Attention to detail
  • Team member training
  • Willingness to lead
  • Positive Personality
  • On the Job Instructor
  • Embedded Quality Review: reviewing employees' closed work
  • Customer Service with International and Domestic Taxpayers
  • SME Streamline Program
  • Work on TAS cases
  • Classroom Instructor

Accomplishments

  • Performance Award 11/17/2024
  • Time off Award 08/25/2024
  • Time off and Performance Award 11/05/2023
  • Manager's Award 07/30/2023
  • Time off and Performance Award 11/06/2022
  • Special Act Award 08/28/2022
  • Time off Award 06/05/2022
  • Time off and Performance Award 11/08/2020
  • Time off Performance Award 11/10/2019
  • Manager's Award 08/04/2019
  • Time off Performance Award 11/25/2018
  • Time off Performance Award 11/12/2017
  • Time off Performance Award 10/30/2016
  • Time off Performance Award 10/18/2015
  • Performance Award 02/22/2015
  • Time off and Performance Award 03/19/2014
  • Performance Award 08/26/2012

Timeline

Customer Service Supervisor

Internal Revenue Service, IRS
10.2024 - 11.2024

Lead Customer Service Representative

Internal Revenue Service, IRS
05.2024 - Current

Lead Customer Service Representative

Internal Revenue Service, IRS
04.2022 - 05.2024

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Monique Curry