SAMEKA ROWE
Atlanta,GA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
5
5
years of professional experience
Work History
Accounts Management Contact Representative
Internal Revenue Service - Treasury Department
Tucker, Georgia
04.2022 - 03.2025
- Greeted customers and provided them with assistance upon request
- Provided detailed information to customers regarding services offered by the IRS
- Verified customer information and updated records according to federal regulation disclosure requirements
- Provided innovative solutions for software technical issues which may delay work completion
- Assisted management with valuable training information to aid upcoming new recruiters onboarding sessions
- Maintained accurate documentation of all interactions with customers in a customer relationship management database
- Utilized data analysis techniques to identify trends in customer behavior
- Attended training sessions aimed at enhancing knowledge of relevant software applications and systems used in the contact center environment
- Adhered to established policies and procedures while providing exceptional customer service
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Presented existing and prospective customers with valuable service or product information to aid in decision-making
- Updated databases with new and modified customer data
- Maintained personal payroll records that reflect hours worked, annually leave, and training schedules
Customer Service Representative
ModivCare
Atlanta, GA
09.2020 - 03.2022
- Documented conversations with customers to track requests, problems and solutions
- Delivered service and support to each customer, paving way for future business opportunities
- Assessed customer account information to determine current issues and potential solutions
- Provided resolution [80] + inventory case files or in/outbound calls per day and directed to individuals or departments
- Cultivated impactful relationships with customers and drove business development by delivering knowledge on healthcare benefits
- Answered customer questions and addressed concerns, resulting in [80] % reduction in complaint calls
- Trained new employees on procedures and policies to maximize team performance
- Gathered customer feedback through surveys and used the data to improve customer service
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs
- Uphold privacy and security requirements established by HIPAA regulatory agencies
Field Enumerator
U.S. Census Bureau
Atlanta, GA
08.2020 - 11.2020
- Explained survey functions and objectives
- Located and approached households and requested participation in census interview, thoroughly explaining process and purpose
- Returned to houses to obtain additional information or resolve survey issues, politely expressing appreciation for cooperation
- Generated accurate and complete reports and case summaries and compiled work records, including required statistics
- Addressed non-responsive initial interviews by informing census interviewees on importance of rights of participation
- Met daily with supervisor to discuss and report results
- Studied maps of assigned areas to plan efficient routes, reaching over 45+ community households per day
- Helped non-English speakers in translating census materials, verifying comprehension
- Contacted assigned citizens through mail, email or phone to obtain and correct census data
- Maintained tight deadlines to support attainment of project schedules
Education
Diploma - Vocational-Technical Education
Morrow High School
Morrow, GASkills
- Strategic Thinking
- Computer proficient
- Complaint resolution
- Incident reporting
- Confidential data protection
- Decision Making
- Problem-solving abilities
- Report Preparation
- Analytical Abilities
- Communicating With Clients
Timeline
Accounts Management Contact Representative
Internal Revenue Service - Treasury Department
04.2022 - 03.2025
Customer Service Representative
ModivCare
09.2020 - 03.2022
Field Enumerator
U.S. Census Bureau
08.2020 - 11.2020
Diploma - Vocational-Technical Education
Morrow High School