Rachel Rivas
Fresno,California
Summary
Dynamic and results-oriented professional with extensive experience at the IRS, excelling in customer service and administrative support. Demonstrated ability to manage high-stress situations and resolve customer complaints, enhancing loyalty and operational efficiency. Skilled in Microsoft Office Suite and active listening, adept at improving customer satisfaction and streamlining document management processes for optimal productivity.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
IRS
01.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
File Clerk
IRS
02.2007 - 01.2021
- Assisted with document scanning and imaging projects to support accurate file back-up.
- Identified and corrected inconsistencies in filing systems for increased accuracy.
- Examined, categorized, and sorted incoming documents.
- Created, implemented and monitored filing systems for easy retrieval of records.
- Sorted and classified documents into appropriate filing systems for increased traceability.
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
- Located and retrieved requested documents in accordance with established policies.
- Enhanced productivity by processing incoming mail and filing documents promptly, allowing for easy access when needed.
Education
High School Diploma - Basic Education
Sanger High School
Sanger, CA06.1998
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Paperwork processing
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Prioritization
- Clerical support
Certification
Award of year's of service in the Government
Certificate of Completion
Certificate for Teamwork
Certificate for assisting in other departments
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
IRS
01.2021 - Current
File Clerk
IRS
02.2007 - 01.2021
Award of year's of service in the Government
Certificate of Completion
Certificate for Teamwork
Certificate for assisting in other departments
High School Diploma - Basic Education
Sanger High School
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