Shaniqua Cullum
McDonough,GA
Summary
Seasoned professional with a proven track record at the Internal Revenue Service, adept in database research and customer relationship management. Excelled in roles requiring the ability to analyze data and foster strong client relationships. Demonstrates exceptional problem-solving skills and empathy, ensuring high levels of customer satisfaction and operational efficiency.
Overview
21
21
years of professional experience
Work History
Contact Representative - Taxpayer Service - Account Management
Internal Revenue Service
Chamblee, GA
08.2022 - Current
- Promoted to GS-07
- Act as acting lead in the event of manger absence
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Maintained accurate documentation of all interactions with customers in a customer relationship management database.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Ensured compliance with applicable laws and regulations relating to contact center operations.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Updated databases with new and modified customer data.
- Consulted with customers to resolve service and billing issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Offered resolutions to de-escalate calls and solve customer issues.
- Navigated through computer systems to review information and respond appropriately to callers.
- Responded to customer complaints and escalated issues when necessary.
- Updated customer accounts, addresses and contact information within call management databases.
- Developed training materials and conducted training sessions for staff members on newly implemented processes.
- Created training materials and conducted employee training on customer service protocols and procedures.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Built relationships with students and guardians through active communication and positive feedback.
- Monitored student progress through formative assessments, such as quizzes or projects.
IBO/Supervisor
Jabresha Personal Services, LLC
Sumter, SC
10.2015 - Current
- Supervise and monitor several CSP daily
- Handle any problems that may arise
- Manage the workflow new independent contractors on how they can best serve our customers
- Handle conflicts/problems between CSP and instructors
- Enforce rules and regulations as needed
- Identify and apply career advancement opportunities for independent contractors
- Coach independent contractors on how to become a successful IBO once they are ready
- Create invoices bi-weekly
- Run efficient payroll within a timely manner
- Provide reprimands when necessary
- Provide support system to independent contractors when needed
- Terminate placement when independent contractors are non-compliant within their SOW (statement of work)
Licensed Real Estate Agent
Personal Touch Realty, LLC
Sumter, SC
04.2007 - 02.2025
- Secretary and property manager for the broker in charge.
- Presented properties to potential buyers and addressed questions.
- Liaised between buyers and sellers to facilitate negotiations and propel escrow progress.
- Assisted clients in obtaining financing from lenders or other financial institutions as needed.
- Created professional listing presentations, brochures, and flyers for prospective buyers.
- Improved profits, negotiating, and authoring contracts and leases for properties
- Coordinated property tours and communicated with buyers to assist with inspections and appraisals.
- Created realtor and buyer incentives and strategies with agents, builders and buyers.
- Explained financial requirements and analytical data to potential buyers and sellers.
- Conducted market research to determine competitive pricing for properties.
- Provided accurate estimates of property values to customers based on current market conditions.
- Counseled new buyers to enhance sales opportunities.
- Collaborated with escrow companies, lenders and home inspectors to fulfill terms and conditions of purchase agreements.
- Enhanced customer satisfaction ratings by effectively and swiftly resolving issues.
- Monitored competitors' activities and identified opportunities for new listings.
- Managed real estate transactions from initiation to closing.
- Prepared newly purchased homes for clients prior to arrival.
- Developed and presented purchase offers to sellers for consideration.
- Established and maintained positive relationships with owner banks, non-owner banks, attorneys, mortgage lenders and builders.
- Provided excellent customer service throughout all stages of a transaction including pre-listing consultation through post-closing follow-up.
- Organized open houses and showings of properties for potential buyers.
- Negotiated contracts and coordinate with lenders, attorneys and inspectors.
- Developed and maintained relationships with existing clients to ensure repeat business.
- Promoted active listings through social media marketing, open houses and newsletters.
- Tracked weekly sales to develop senior leadership reports for corrective action planning.
Licensed Real Estate Agent
Keller Williams Realty Atlanta Partners
Stockbridge, GA
11.2021 - 11.2022
- Sell Real Estate properties to investors and potential home buyers
- Main point of contact for out-of-town clients looking to purchase
- Coordinate appointments to show prospective buyers homes
- Type fax and copy several documents, invoices, and contracts
Social Services Specialist I
Cobb County Department of Family and Children Services
Marietta, GA
07.2022 - 09.2022
- Document case management activities within the timeframe provided
- Keeps a positive relationship between families/caretakers throughout the investigation process
- Routinely provided services after hours (on-call duty).
- Conducted home visits to assess the safety of the living environment and provide support as needed.
- Formulated discharge plans in collaboration with multidisciplinary treatment team, patient and family.
- Participated in multi-disciplinary team meetings to review cases and develop strategies for intervention.
- Worked closely with public child welfare system staff, supervisors and court personnel to identify and mitigate barriers to timely permanency.
- Empowered patients and families to negotiate with resource providers and make decisions on own behalf.
- Educated clients about their rights related to public benefits or other entitlements.
- Collaborated with social workers to support patients.
- Conducted assessments of clients' needs and developed individualized service plans.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Provided case management services to individuals and families in need of social services.
- Presented clients with information, referrals and assistance accessing resources such as food, housing and transportation.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Interviewed potential clients, collecting personal information to determine eligibility for social assistance.
- Attended continuing education courses related to best practices in social work.
Financial Analysis
Olsten Staffing/Department of Mental Health
Sumter, SC
01.2015 - 07.2015
- Compiled data for annual reports
- Processed Medicaid claims for payments
- Processed incoming mail
- Transferred payment to the correct payer source
- Compiled data sheet within Excel format
- Ran daily report, processed error codes 953, 733, 951, 950 and more
- Searched within Palmetto GBA for Medicare eligibility
- Processed claims within webtool and submitted Medicaid reports
Clerical Supervisor/Administrative Assistant
Administration for Children's Services
Brooklyn, NY
08.2004 - 11.2007
- Delegated work to staff, setting priorities and goals.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Created detailed instructions for various administrative tasks performed by staff members.
- Managed, scheduled and coordinated office functions and activities for employees.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Reviewed files and records to obtain information and respond to requests.
- Supervised and trained clerical staff to ensure efficient and accurate operations.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
- Monitored inventory levels of office supplies and placed orders when necessary.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Completed day-to-day duties accurately and efficiently.
Education
Master of Business Administration - Human Resources
American Intercontinental University
Hoffman Estates, IL08.2005
Bachelor of Business Administration - Business Administration
American InterContinental University
Hoffman Estates, IL11.2003
Skills
- Problem solver
- Sales closing
- Data entry proficiency
- Cross-cultural sensitivity
- Assertiveness
- Technical support
- Call center customer service
- Resolving issues
- Providing customer support
- Call logging
- Database research
- Account management
- Verbal and written communication
- Interpersonal skills
- Answering questions
- Call control skills
- Communicating with clients
- Gathering information
- Customer communications
- Training experience
- Customer support
- Call center operations
- Building rapport
- Inbound phone calls
- Customer service
- Problem-solving skills
- Typing 55 WPM
- Data entry
- Credit adjustments
- Self-starter
- Strong interpersonal skills
- Goal oriented
- Empathy and patience
- Documentation and reporting
- Analytical
- Customer relationship management
- Customer service optimization
- Call handling
Languages
English
Professional
References
References available upon request.
Timeline
Contact Representative - Taxpayer Service - Account Management
Internal Revenue Service
08.2022 - Current
Social Services Specialist I
Cobb County Department of Family and Children Services
07.2022 - 09.2022
Licensed Real Estate Agent
Keller Williams Realty Atlanta Partners
11.2021 - 11.2022
IBO/Supervisor
Jabresha Personal Services, LLC
10.2015 - Current
Financial Analysis
Olsten Staffing/Department of Mental Health
01.2015 - 07.2015
Licensed Real Estate Agent
Personal Touch Realty, LLC
04.2007 - 02.2025
Clerical Supervisor/Administrative Assistant
Administration for Children's Services
08.2004 - 11.2007
Master of Business Administration - Human Resources
American Intercontinental University
Bachelor of Business Administration - Business Administration
American InterContinental University
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