Thelma Crawford
Memphis,TN
Summary
Professional with strong background in customer service and communication, prepared to excel in client interaction and support roles. Proven ability to enhance client satisfaction through effective problem-solving and responsiveness. Known for fostering team collaboration, adapting to changing needs, and consistently delivering results. Skilled in conflict resolution, data entry, and time management, with proactive approach to meeting organizational goals.
Overview
17
17
years of professional experience
Work History
Contact Representative
Internal Revenue Service GS-08-01
07.2021 - Current
- Assists and advises taxpayers in meeting their Federal Tax obligations
- Distributes and balances the workload among employees in accordance with established work flow or job specialization, assures timely accomplishment of the assigned workload, and assure that each employee has enough work to keep busy.
- Assistance is technical, and covers the full range of individual income, excise, and employment taxes, as well as certain elements of all other kinds of taxes
- Keeps in touch with the status and progress of work for approximately 15 employees, and makes day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs that cannot be disposed of promptly.
- Conducts interviews with taxpayers to determine their tax situation, provide advice, and explains probable consequences of various courses of action open to taxpayers for the current and other tax years
- Resolves account inquiries; advises taxpayers of enforcement actions; and manages sensitive case problems designated as requiring special case handling
- Gives on the job training to new employees in accordance with established procedures and practices.
- Maintains a current knowledge and answers questions of other employees on procedures, policies, directives, etc. and obtains needed information or decisions from supervisor on problems that arise
- Secures payment of delinquent taxes and filing of delinquent returns
- Recommends lien and/or levy action, including supporting information for release
- Adjusts taxpayer accounts; prepares and issues manual refunds; performs multiple credit transfers; and computes tax, penalty, and interest (including restricted interest)
- Analyzes and resolves tax processing problems
Customer Service Representative
Saint Francis Hospital
03.2013 - 10.2022
- Collected customer feedback and made process changes to exceed customer satisfaction goals 95%
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Educated customers on promotions to enhance sales
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
Customer Service Representative
ASI
04.2020 - 07.2021
- Provide technical assistance to approximately 30 consumers and/or business primarily through telephone interaction;
- Secure, analyze and protect sensitive information;
- Address a wide range of issues that require unique solutions;
- Develop, analyze and evaluate information involving the research of computerized records by accessing multiple database systems;
- Make determinations and use sound judgment to resolve disputes and issues
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Unit Secretary
Select Specialty Hospital
05.2008 - 03.2013
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
- Organized paperwork such as charts and reports for office and patient needs
- Completed and filed financial documentation for accounting purposes
- Completed skilled administrative work to support all office staff and operational requirements
- Drafted unit correspondence, including memos, emails and department updates
- Monitored inventory levels and advised management of need for replenishment
- Received, recorded and addressed incoming and outgoing communication via telephone and email
- Coordinated front office duties, including customer service, patient scheduling and billing
- Enhanced office efficiency by handling 200+ callers per day
Education
High school diploma or GED - Accounting
Shreveport Job Corps Opportunity Center
Shreveport, LA05.2007
Skills
- Training experience
- Documentation and reporting
- Product knowledge
- Gathering information
- Communicating with clients
- Customer support
- Answering questions
- Verbal and written communication
- Problem-solving skills
- Calm disposition
- Technical support
- Account management
- Good listening skills
- Complaint resolution
- Data Entry
Timeline
Contact Representative
Internal Revenue Service GS-08-01
07.2021 - Current
Customer Service Representative
ASI
04.2020 - 07.2021
Customer Service Representative
Saint Francis Hospital
03.2013 - 10.2022
Unit Secretary
Select Specialty Hospital
05.2008 - 03.2013
High school diploma or GED - Accounting
Shreveport Job Corps Opportunity Center
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