Ryan Lorentsen
Contact Representative
Coram,NY
Summary
Detail-oriented and empathetic customer service professional with over 8 years of combined experience in leadership, team coordination, and handling sensitive information. Proven ability to communicate clearly and resolve issues efficiently. Recognized for high performance with a 4.6/5 rating at the IRS and 6 years of leadership experience in a fast-paced warehouse environment. Committed to providing compassionate and organized support.
Overview
9
9
years of professional experience
Work History
Contact Representative
Internal Revenue Service, IRS
05.2023 - 06.2025
- Managed tax accounts and addressed taxpayer inquiries over the phone with professionalism and empathy.
- Processed amended tax returns with high accuracy and maintained strict customer confidentiality.
- Earned consistent high performance ratings, Honor Roll Nominations, and completed 150+ hours of team lead time.
- Resolved complex taxpayer issues by analyzing account details and providing clear, accurate guidance to ensure compliance and satisfaction.
Lead Forklift Operator
Europastry
06.2016 - 05.2023
- Led a small team in organizing and executing outbound and inbound shipments in a high-volume warehouse.
- Coordinated with multiple warehouses via phone to align product needs and storage capacity.
- Managed logistics to ensure timely and accurate shipping schedules.
- Trained and supervised new operators to maintain safety and productivity standards.
Education
High School Diploma -
Sachem High School East, Advanced Regents Diploma
Farmingville, NY 05.2001 -
Skills
- AMS and IDRS Understanding and Navigation
- Customer Service and Communication
- Confidential Data Handling
- Team Leadership and Training
- Time Management
- Conflict Resolution & De-escalation
- Computer-Based Workflow Management
- Typing Speed & Efficiency (70 WPM)
References
- Daniel Wholey, Internal Revenue Service, Manager/Team Lead 631-215-9398
- Thomas Palmeri, Internal Revenue Service, Team Lead 631-645-4356
- Christopher Ware, Europastry, Second Shift Supervisor 516-303-4325
Timeline
Contact Representative
Internal Revenue Service, IRS
05.2023 - 06.2025
Lead Forklift Operator
Europastry
06.2016 - 05.2023
High School Diploma -
Sachem High School East, Advanced Regents Diploma
05.2001 -
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