TAMIKA COBB
Cincinnati,OH
Summary
Customer Service Representative with IRS experience, skilled in conflict resolution and customer satisfaction enhancement. Utilized extensive product knowledge and communication skills to effectively resolve disputes, leading to increased customer loyalty. Demonstrated capability in managing escalated calls and providing effective solutions, fostering a positive customer experience and supporting organizational success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Internal Revenue Service, IRS
Covington, KY
08.2022 - Current
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Mail Handler
Express Professionals
Fairfield, OHIO
07.2022 - 08.2022
- Sorted and placed materials or items on racks, shelves, or bins for transport to recipient or destination.
- Utilized factors such as package shape and final destination to sort into correct bins for delivery.
- Sorted incoming mail for delivery to the appropriate departments or individuals.
- Labeled containers with proper destination addresses for efficient distribution.
- Separated mail to be transported to relay boxes along route for subsequent delivery.
- Maintained accurate records of all incoming and outgoing mail items.
Medical Assistant
Christ Hospital
Cincinnati, OHIO
01.2021 - 07.2021
- Scheduled appointments for patients via phone and in person.
- Assisted back office patient processes to reduce office wait times.
- Kept facility stocked with necessary supplies, equipment and instruments.
- Answered phones, scheduled appointments, greeted patients and ordered supplies.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Responded to patient callbacks and phone-in prescription refill requests.
Education
MEDICAL ASSISTANT CERTIFICATE - Medical Technology
Fortis College
Cincinnati, OH07-2018
High School Diploma -
SCHOOL CREATIVE AND PERFORMING ARTS
Cincinnati, OH08-2009
Skills
- I have used the IDRS screens, such as TXMODA, FTDPN, COMPAE, COMPAS, and ENMOD
- I have worked with the IAT tools such as REQ54, credit transfer, Act On, BMFO RCA 20, CSI TC Search, and REQ77 up histories
- Ensured all documentation has been completed and is legible, and made appropriate case notations, including her identification number
- I have completed multiple ERC claims
- Worked on CP234 cases
- I am fully certified in BMFO cases and calls, working 1120, 1120S, 1065, and 1041
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Achieved good compliments by completing ERC cases And CP234 with accuracy and efficiency.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- OHIO Driver's License
- First Aid Certification
- Volunteer work
- Participating in fundraising events to support local charities ,schools
- community projects
- Personal Development and Self -Improvement
ADDITONAL SKILLS
- Customer service
- Microsoft PowerPoint
- Microsoft Office Suite
- Documentation
- Team development
- Call center experience
- Relationship building
- Problem resolution
- Customer relations
- Data entry
- Critical thinking
- Active listening
- Customer service
Timeline
Customer Service Representative
Internal Revenue Service, IRS
08.2022 - Current
Mail Handler
Express Professionals
07.2022 - 08.2022
Medical Assistant
Christ Hospital
01.2021 - 07.2021
MEDICAL ASSISTANT CERTIFICATE - Medical Technology
Fortis College
High School Diploma -
SCHOOL CREATIVE AND PERFORMING ARTS
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