TABITHA RODRIQUES
Stone Mountain,USA
Summary
Highly motivated, task-oriented IRS Contact Center Representative providing information and assistance to Taxpayers primarily thru phone inquiries to help them understand and comply with tax laws and regulations. Explains complex systems, assist with forms, and provide guidance on various tax related matters. professional with great organizational and communication skills. 3 IRS experience. Accustomed to a fast-paced incoming call flow and works to create an environment of efficient practice operations in cooperation with tax laws policies and procedures. Demonstrates high degree of integrity, accompanied by a record of maintaining confidentiality. Provide info and assistance to taxpayers primarily thru phone inquiries to help them understand and comply with tax laws and regulations Microsoft Office Applications / MS Word Outlook IDRS AMS, SETR, RTR, EUP, SERP
Overview
21
21
years of professional experience
1
1
Certification
Work History
Contact Center Representative Individual Taxes Unit
IRS - CHAMBLEE, GA
Chamblee, GA
05.2024 - Current
- Uses sophisticated interviewing techniques, the employee reviews individual circumstances and goals, and advises on the most advantageous ways to meet them
- Develops, analyzes and evaluates information involving the research of records and the nature of each inquiry including the way it was presented in order to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each individual or fulfill regulatory requirements
- Explains what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes in cases
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
Contact Center Representative Business Taxes Unit
IRS - Chamblee, Ga
05.2023 - 02.2024
- Uses sophisticated interviewing techniques, the employee reviews individual circumstances and goals, and advises on the most advantageous ways to meet them
- Develops, analyzes and evaluates information involving the research of records and the nature of each inquiry including the way it was presented in order to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each individual or fulfill regulatory requirements
- Explains what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes in cases
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
Utilization Review Denials Specialist
Advent Health – Tampa, FL
06.2020 - 02.2022
- Work with insurance payers to ensure proper reimbursement on patient accounts to expedite resolution
- Maintain knowledge of all insurance plan requirements and basic authorization requirements for assigned payers based on payer matrix
- Ensure proper authorization by reviewing patient admission status within Cerner and matching with the correct level of care authorization
Mail Carrier / Customer Service
USPS – Tampa, FL
04.2017 - 10.2017
- Sold stamps to customers along routes and counted back bills and change to avoid errors
- Communicated customer complaints, requests, and feedback to company management for swift resolution
- Loaded and secured items in trucks to avoid damage to parcels during delivery
- Greeted customers and answered questions regarding pick up times and delivery costs
- Directly interacted with customers to deliver mail, packages, and ordered goods
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
Medical Scheduler
Lifepath Hospice – Tampa, FL
06.2015 - 10.2016
- Confirmed patient appointments and reviewed new patient paperwork prior to scheduling appointments
- Obtained client medical history, including medication information, symptoms, and allergies
- Collaborated with medical and administrative personnel to maintain a patient-focused and compassionate environment
Insurance Verifier
HCA – Largo, FL
06.2014 - 04.2016
- Observed strict procedures to protect sensitive patient information, including medical records and payment data
- Verified client information by analyzing existing evidence on file
- Posted payments, maintained records, and assured timely verification of insurance benefits
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt
- Made contact with insurance carriers to discuss policies and individual patient benefits
Emergency Room Registration Clerk
Tampa General Hospital – Tampa, FL
02.2010 - 07.2014
- Received, recorded, and addressed incoming and outgoing communication via telephone and email
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments
- Organized medical records and carried out front office duties, utilizing data entry skills in framework of medical database
- Completed skills administrative work to support all office staff and operational requirements
Emergency Room Registration Clerk
HCA Hospitals – Tampa, FL
06.2004 - 08.2009
- Managed expense reports and invoices and organized charts and reports for office and patient needs
- Completed skilled administrative work to support all office staff and operational requirements
- Received, recorded, and addressed incoming and outgoing communication via telephone and email
- Documented medical information, case histories, and insurance details to facilitate smooth processes
- Coordinated front office duties, including customer service, patient scheduling, and billing
Education
Associate of Science Degree - Healthcare Management
Ultimate Medical Academy
Tampa, FL01.2021
Medical Billing and Coding
Florida Career College
Clearwater, FL05.2006
Skills
- Human Resource Management
- Organizational Improvements
- Interpersonal Professional Communications
- IDRS, SETR RTR SERP RESEARCH WRITTEN CORRESPONDANCE AMS
- Complaint resolution
- Workload management
- CRM software
- Call handling
- Customer service
- Problem-solving skills
- Account updating
- Account management
- Script adherence
- Verbal and written communication
- Gathering information
- Call center operations
Accomplishments
IMF BMF phone and paper certified
ITMs compliant
IDRS proficient
SERP
AMS
RTR
EUP
MEFA
XRET
CII
DISCLOSURE
RESEARCH
Certification
- IMF/BMF PHONE AND PAPER TRAINED 3-YRS
- PROCESSES AND PROCEDURES
Timeline
Contact Center Representative Individual Taxes Unit
IRS - CHAMBLEE, GA
05.2024 - Current
Contact Center Representative Business Taxes Unit
IRS - Chamblee, Ga
05.2023 - 02.2024
Utilization Review Denials Specialist
Advent Health – Tampa, FL
06.2020 - 02.2022
Mail Carrier / Customer Service
USPS – Tampa, FL
04.2017 - 10.2017
Medical Scheduler
Lifepath Hospice – Tampa, FL
06.2015 - 10.2016
Insurance Verifier
HCA – Largo, FL
06.2014 - 04.2016
Emergency Room Registration Clerk
Tampa General Hospital – Tampa, FL
02.2010 - 07.2014
Emergency Room Registration Clerk
HCA Hospitals – Tampa, FL
06.2004 - 08.2009
Associate of Science Degree - Healthcare Management
Ultimate Medical Academy
Medical Billing and Coding
Florida Career College
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