Summary
Overview
Work History
Education
Skills
Timeline
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Tarionne Alexander

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

IRS
02.2015 - 12.2023
  • Updated account information to maintain customer records.
  • Answering complex tax and billing inquiries, investigate tax liens, authorize extensions, and made arrangements for past due federal taxes.
  • Managed approximately 30-40 incoming calls, faxes and emails from customers/ taxpayers a day.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Responded proactively and positively to rapid change.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Cross-trained and backed up other customer service managers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Trained staff on operating procedures and company services.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Implemented and developed customer service training processes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Cross-trained and provided backup support for organizational leadership.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Resolved problems, improved operations and provided exceptional service.
  • Skilled at working independently and collaboratively in a team environment.

Tax Examiner

IRS
01.2005 - 02.2015
  • Processed tax payments, set up payment plans and worked with delinquent taxpayers to resolve issues.
  • Conducted comprehensive audits, uncovering hidden assets or unreported income to ensure proper taxation was enforced according to regulations.
  • Collected delinquent taxes through Bankruptcies and tax lien policies.
  • Researched tax issues and stayed current on all federal and state tax laws.
  • Established solid relationships with taxpayers by addressing inquiries promptly while demonstrating knowledge of current tax laws.
  • Collaborated with legal, finance and compliance departments to structure solutions to complex and multi-faceted challenges.
  • Developed streamlined procedures for document filing systems leading to increased workplace productivity.
  • Maintained database of federal and state tax laws and regulations to promote uniform policy and procedural compliance.
  • Streamlined the audit process for faster completion and more accurate results.
  • Prevented revenue loss by diligently investigating potential fraud cases and taking appropriate actions when necessary.
  • Kept case data and contact information up to date to expedite proceedings.
  • Resolved complex tax issues through diligent research and effective communication with taxpayers.
  • Recommended financial solutions in relation to tax implications.
  • Investigated and pursued delinquent accounts.
  • Collaborated with team members to enhance overall efficiency and effectiveness within the department.
  • Communicated with taxpayers in writing and by telephone.
  • Managed high-volume caseloads, maintaining organization and prioritization to meet tight deadlines.
  • Responded to taxpayer questions and helped individuals complete and file tax documentation.
  • Reviewed established accounting systems and historical information to identify strengths and weaknesses of existing methods and controls.
  • Professionally negotiated and dealt with taxpayers in confrontational situations.
  • Advised internal partners on adherence to federal and state tax regulations and laws to promote corporate legal compliance.
  • Ensured timely processing of returns through efficient workload management and attention to detail.
  • Analyzed tax issues and made recommendations for remediation to management.
  • Reduced errors in tax assessments by meticulously reviewing calculations and documentation.
  • Provided expert advice regarding tax liabilities for various types of entities such as corporations, partnerships, non-profit organizations, trusts, or estates.
  • Communicated with external customers and taxing jurisdictions to clarify tax notices and resolve other inquiries.
  • Self-motivated, with a strong sense of personal responsibility.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Conducted call audits to assess interaction quality, accuracy and service success.
  • Enhanced interdepartmental cooperation through regular collaboration with legal teams during dispute resolution processes.
  • Negotiated payment plans tailored to individual circumstances, promoting successful resolution of delinquent accounts.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Improved taxpayer satisfaction by providing clear guidance on tax laws and regulations.
  • Calculated estimated and Collections tax liabilities and issued payment instructions to facilitate timely corporate tax payments.
  • Increased tax compliance by thoroughly examining financial documents and identifying discrepancies.
  • Monitored legislative and regulatory arenas for relevant tax issues and updated management to facilitate informed decisions.
  • Aided senior management in decision-making processes by providing well-researched recommendations based on comprehensive data analysis.
  • Maintained up-to-date understanding of changing tax codes by attending professional development seminars and training sessions regularly.

Education

High School Diploma -

Morrow High School
Morrow, GA

Skills

  • Data Evaluation
  • Document Control
  • Quality Control
  • Microsoft Exchange
  • Office equipment proficiency
  • Follow-up skills
  • Administrative and Office Support
  • Problem-solving abilities
  • Customer Relations
  • Database Management
  • Assertiveness
  • Spreadsheets
  • Complaint resolution
  • MS Office
  • Reading Comprehension
  • Project management abilities
  • Microsoft Office Suite
  • Filing
  • Computer Proficiency
  • Remote Office Availability
  • De-Escalation Techniques
  • Customer Data Confidentiality
  • Microsoft Office
  • Staff education and training
  • Appointment Scheduling
  • Issue and Complaint Resolution
  • Conflict Resolution
  • Teamwork and Collaboration
  • Critical Thinking
  • Call Center Operations
  • Microsoft Excel
  • Credit adjustments
  • Understanding Customer Needs
  • Administrative Support
  • Payment Processing
  • Policies and Procedures Adherence
  • Inbound Call Management
  • Recordkeeping strengths
  • Money handling abilities
  • Team Development
  • Data Entry
  • Complaint Investigation
  • Professional telephone demeanor
  • Call triaging
  • Multi-line phone talent
  • Needs Assessment
  • Account Updates
  • Dispute Resolution
  • Calm and Professional Under Pressure
  • Technical Support
  • Clerical Support
  • Medical terminology knowledge
  • Customer Service
  • Employee Coaching
  • Customer Account Management
  • Data Collection
  • Keyboard 45 WPM
  • Scheduling
  • Documentation
  • Computer Skill

Timeline

Customer Service Representative

IRS
02.2015 - 12.2023

Tax Examiner

IRS
01.2005 - 02.2015

High School Diploma -

Morrow High School

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Tarionne Alexander