Schaqualia Jones
Balch Springs
Summary
Dynamic Customer Contact Representative with extensive experience at the Department of the Treasury, adept at resolving complex tax inquiries and enhancing customer satisfaction. Proven ability to handle high-stress situations and mentor new hires. Skilled in data entry and complaint handling, consistently exceeding performance goals in call quality and resolution time.
Overview
22
22
years of professional experience
Work History
Customer Contact Representative
Department of the Treasury, Internal Revenue Service
08.2006 - Current
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- I respond to high volumes of inbound calls, assisting taxpayers with a wide range of tax-related issues including refunds, balance due and amended returns.
- I apply in-depth knowledge of tax law and IRMs to provide guidance and resolution to complex customer inquires.
- I process form 1040x amended returns with accuracy, rerouting cases as necessary to the appropriate departments.
- I utilize IRS systems such as IDRS,AMS,IAT,SERP and CII to research an assist me with updating taxpayers information as needed and to perform account research
- I mentored and supported new hires in the 2024 training classes by providing feedback, answering questions and helping them transition into their roles
- I've collaborated with FEMA during federally declared disasters by gathering damage assessments and delivering timely updates to affected customers.
- Consistently met or exceeded performance goals for call quality, resolution time, and overall customer satisfaction.
Customer Service Representative
Cingular Wireless, AT&T
02.2003 - 08.2006
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
High School Diploma -
H Grady Spruce High School
Dallas, TX05-1999
Skills
- Call center experience
- Data entry
- Client relations
- Complaint handling
- Type 50 WPM
- 10 Key
Timeline
Customer Contact Representative
Department of the Treasury, Internal Revenue Service
08.2006 - Current
Customer Service Representative
Cingular Wireless, AT&T
02.2003 - 08.2006
High School Diploma -
H Grady Spruce High School
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