Rosalind Carrington
Remote Professional
Columbia,MD
Summary
With over 20 years of experience in customer service, building client relationships, providing tailored solutions based on customer needs, and managing programs, this result-driven professional is adept at working remotely and consistently delivering high-quality results. They excel at effectively managing workload and staying organized without direct supervision. Skilled in utilizing digital tools and technology to collaborate, communicate, and meet deadlines, this individual is committed to fostering a team-oriented environment and working collaboratively with colleagues, clients, and teams to achieve high-performance outcomes.
Overview
11
11
years of professional experience
3
3
Certifications
Work History
Executive Assistant
INTERNAL REVENUE SERVICE (IRS)
05.2024 - Current
- Serves as staff support to Physical Security Specialists and Management Program Analysts.
- Serves in dual roles as Staff Support and Budget POC for 12 buildings with over seven million dollars in contract funding.
- Prepares Security Work Authorizations (SWA's) through IFS-Integrated Financial System for non-procurement shopping carts.
- Performs administrative duties with tracking a variety of controls, preparing reports, and projects applicable to Physical Security Specialists and Management Program Analyst.
- Complies data collection and research through different internal systems on various subject matters for Security Specialist projects.
- Manages Performance Management evaluation deadlines in HR Connect and conducts weekly SETR-time keeping reviews for 17 staff members.
- Uses a variety of computer software programs involving the application of word processing, spreadsheets, slide-presentation, and statistical database programs to input, update, retrieve, gather, and generate data or reports.
- Communicates clearly, orally and in writing.
- Ability to multitask by work independently or in a group to effectively meet project deadlines.
- Assists with reviewing a variety of written documents for accuracy.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Organized and coordinated conferences and monthly meetings.
Customer Service Specialist
INTERNAL REVENUE SERVICE (IRS)
11.2021 - 05.2024
- Conducted monthly interviews with over 1000 taxpayers monthly by authenticating every caller with high levels of security probes to maintain client privacy before accessing accounts.
- Provided customer service on multiple lines inclusive of Taxpayers Protection Program, Identity Theft and Accounts Management resulting in over 1000 cases handled per month.
- Researched, analyzes an extensive electronic database of literature for processes and procedures on solving taxpayer's issues in Taxpayers Services Service Ctr.
- Generated account notices, letters, forms request, publications, installment and direct debit agreements, transcripts of accounts, address changes and other correspondences for taxpayers.
- Made determinations with sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understands their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.
- Developed, analyzed, and evaluated information involving the research of records and the nature of each inquiry including the way it was presented to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each taxpayer.
- Responded to over 500 high volumes of calls by aiding and resolving complex tax related issues pertaining to amended returns, balance due payments plan options while maintaining a 95% customer accuracy rating.
- 99% attendance record with AHOD special assignments AQC proficiency and IDT protocols.
- Knowledgeable in fraud prevention and identity theft detection and provided taxpayers awareness with identity theft prevention.
- Skilled research and compliance expert with taxpayer assistance and education.
- Handled escalated calls calmly, finding resolutions that satisfied both the agency and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Relations Specialist
FEDERAL EMERGENCY MANAGEMENT AGENCY (FEMA)
08.2021 - 10.2021
- Assisted applicants by processing casework to determine applicant needs depending on shelter voucher, lodging reimbursement, aid funded accounts, economic hardship, medical referrals, and community resources
- Provided humanitarian aid resources by providing restorative power outages and repair of critical infrastructure emergency resources, shelter referrals, food access, medical supplies, insurance claim referrals listing to disaster victims
- Conducted 98% of telephone interviews to determine qualifications with disaster relief funding
- Maintained 98% in the highest level of compliance in authentication, disclosure, and privacy protection on all inbound and outbound calls
- Team leads with 95 % responsive information on queue line with accommodation placement
- Provided information and explanations of housing assistance, grants, and emergency funding to disaster victims
- Conducted verification processes to determine eligibility of applicants for disaster assistance through direct contact to gather and disseminate information
- Empathetic Specialist with trauma victims and 95% with FEMA policy adherence with protection of claimant's confidentiality
- Logged call information and solutions provided into internal database.
- Regularly exceeded individual performance metrics while contributing positively to overall team goals.
- Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
Relationship Banker
PNC Bank
09.2019 - 07.2021
- Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
- Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues.
- Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
- Enhanced reputation as a trusted advisor with clients through consistent delivery of high-quality financial guidance and support.
- Conducted comprehensive financial reviews for clients, resulting in more informed decision-making and better risk management.
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Analyzed customers' financial information to deliver personalized account guidance.
Relationship Banker
Toronto Dominion Bank
09.2016 - 08.2019
- Consistently met 99% sales goals for opening personal, business accounts and credit cards per quarter by exceeding specific individual sales goals.
- Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues.
- Participated in ongoing professional development opportunities to remain current in industry best practices and continually improve service provision.
- Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
- Conducted teller and vault audits to ensure monetary banking needs were consistently met.
Human Resource Assistant
Macy's, Inc
01.2014 - 08.2017
- Verified I-9 hiring documents and completed hiring procedures through Oracle / PeopleSoft and online forms.
- Coordinated group hiring, onboarding, training activities and managed open job requisition vacancies in the employment system.
- Facilitated the interview process, including execution of all new hire literature, data processing in HR Talent Management Systems which include Taleo, PeopleSoft and orientation scheduling.
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Developed strong relationships with employees through consistent communication and support, leading to increased retention rates.
Lead Teller
Wells Fargo Bank
09.2014 - 09.2016
- Maintained and balanced a cash drawer of over $25,000 daily while performing multiple monetary transactions with 97% minimal shortages.
- Processed foreign currency exchange, payroll check cashing, mortgage loan, credit cards and wealth referrals.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Introduced customers to other bank team members to help meet financial needs.
Education
MS - Digital Research
University of Baltimore
BS - Business Management
MEC / CUNY
Skills
Integrated Financial System (IFS)
Adobe Acrobat
Bears
Concur
Discovery Directory
Employee User Portal
HR Connect
Integrated Talent Management (IRM)
MS Office
Service wide Electronic Research Program (SERP)
SETR
SharePoint
Portland/ Seattle Research Database
Executive support
Administrative support
Information confidentiality
Office management
Certification
Identity Theft Detection (IDT) Certified
Timeline
Executive Assistant
INTERNAL REVENUE SERVICE (IRS)
05.2024 - Current
Customer Service Specialist
INTERNAL REVENUE SERVICE (IRS)
11.2021 - 05.2024
Customer Relations Specialist
FEDERAL EMERGENCY MANAGEMENT AGENCY (FEMA)
08.2021 - 10.2021
Relationship Banker
PNC Bank
09.2019 - 07.2021
Relationship Banker
Toronto Dominion Bank
09.2016 - 08.2019
Lead Teller
Wells Fargo Bank
09.2014 - 09.2016
Human Resource Assistant
Macy's, Inc
01.2014 - 08.2017
MS - Digital Research
University of Baltimore
BS - Business Management
MEC / CUNY