Thalia Davila Rodriguez

• Provided comprehensive support to taxpayers navigating complex inquiries and issues related to tax filings.
• Assisted in resolving taxpayer complaints, ensuring timely communication and adherence to IRS procedures.
• Educated clients on tax regulations, promoting understanding of compliance requirements and available resources.
• Established communication with multiple IRS departments to ensure the taxpayer's financial and/or systemic hardship was addressed through the appropriate channels in an expedited manner, when applicable.

• Resolved customer inquiries regarding tax regulations and filing processes, enhancing client understanding and satisfaction.
• Streamlined case management processes, improving response times and reducing backlog in customer service requests.
• Referred cases, when applicable, to the appropriate IRS functions/departments for the resolution of complex account issues.

Detail of 60-days with the opportunity to work as Lead Customer Service Representative.

• Resolved customer inquiries effectively, enhancing satisfaction and loyalty.
• Trained new team members on customer service protocols and system navigation.
• Managed escalated issues to ensure timely resolution and client happiness.
• Collaborated with cross-functional teams to improve customer service processes.
• Oversaw multiple inventories in a timely, efficient and accurate manner.
• Provided technical assistance to employees, when needed, to resolve complex account inquiries on taxpayers' accounts.