Qualonda Green-Collins
Jackson,TN
Summary
Professional with significant experience in customer service and administrative support, prepared for leadership roles. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in communication, conflict resolution, and process improvement. Known for reliability, problem-solving abilities, and results-driven mindset.
Overview
11
11
years of professional experience
Work History
Lead Contact Representative
Internal Revenue Service, IRS
12.2014 - 09.2025
- Led team in resolving taxpayer inquiries, enhancing customer satisfaction and operational efficiency.
- Developed and implemented training programs for new representatives, improving onboarding experience.
- Analyzed case data to identify trends, facilitating proactive solutions for recurring issues.
- Collaborated with cross-functional teams to streamline processes, reducing response times significantly.
- Monitored performance metrics, providing feedback to staff to ensure compliance with IRS standards.
- Reduced response times by implementing efficient call handling strategies that expedited issue resolution.
- Boosted customer satisfaction by addressing inquiries and resolving issues efficiently.
- Developed strong relationships with clients, fostering a positive rapport for future interactions.
- Provided constructive feedback to team members, promoting personal growth and professional development within the department.
- Maintained detailed records of customer interactions, ensuring accurate documentation and tracking of all requests.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Maintained customer accounts.
- Fulfilled management duties in the absence of the team manager.
Education
High School Diploma -
Pearl Cohn Business Magnet High School
Nashville, TN05-2006
Skills
- Customer relationship management
- Team leadership
- Training program development
- Performance metrics analysis
- Call handling strategies
- Problem resolution
- Data entry
- Documentation management
- Issue escalation procedures
- Staff feedback and coaching
- Customer account management
- Inquiry investigation
- Conflict resolution
- Proactive communication
- Call center experience
- Policy enforcement
- Task delegation
- Teamwork and collaboration
- Multitasking Abilities
- Customer service
- Problem-solving abilities
- Proficient in Microsoft Office, Excel, Word etc
- Organizational skills
- Verbal and written communication
Accomplishments
- Achieved 4.8 rating out of 5.0 by completing lead tasks with accuracy and efficiency.
- Supervised team of 15 plus staff members.
- Documented and resolved customer issues which led to complete and correct customer accounts. Which allowed customer to be paid and or debt cleared.
Timeline
Lead Contact Representative
Internal Revenue Service, IRS
12.2014 - 09.2025
High School Diploma -
Pearl Cohn Business Magnet High School