Therese C Brown
Baltimore,MD
Summary
Adept at data entry and with a strong interpersonal aptitude, I've excelled in roles requiring exceptional customer service and meticulous account management, notably at the Internal Revenue Service. My background includes enhancing customer satisfaction and streamlining processes, achieving significant improvements in customer engagement and operational efficiency.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Contact Representative
Internal Revenue Service, IRS
Baltimore, MD
01.2021 - Current
- Answered customer inquiries in a timely manner, over the phone.
- Greeted customers and provided them with assistance upon request.
- Responded to customer complaints and escalated issues when necessary.
- Verified customer information and updated records accordingly.
- Resolved billing discrepancies between customers and the company's accounting system. Example penalties, and interests
- Maintained accurate documentation of all interactions with customers in a customer relationship management database.
- Handled incoming calls from customers seeking assistance with account information, and amended returns.
- Adhered to established policies and procedures while providing exceptional customer service.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Participated in team meetings to discuss strategies for improving customer experience.
- Attended training sessions aimed at enhancing knowledge of relevant software applications and systems used in the contact center environment.
- Assisted customers with product returns, exchanges, or refunds as needed.
- Performed research while using IRS's for the best way to help a tax payer
- Consulted with customers to resolve service and billing issues.
- Updated customer accounts, addresses and contact information within call management databases.
- Handled escalated customer service concerns to preserve customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Offered resolutions to de-escalate calls and solve customer issues.
Substitute Teacher
Baltimore Maryland City Schools
Baltimore, MD
08.2015 - 03.2020
- Provided instruction and guidance to students in the absence of a regular teacher.
- Organized lesson plans and activities for students.
- Assisted with classroom management issues when needed.
- Implemented school policies and procedures in the classroom.
- Monitored student progress throughout the day.
- Encouraged positive behavior among students through effective communication techniques.
- Supported special needs students by providing individual instruction as needed.
- Utilized various teaching methods such as lectures, discussions, audio-visual presentations.
- Promoted a safe and secure atmosphere within the classroom setting.
Patient Transporter
University Hospital Of The West Indies
Newark, NJ
06.2000 - 06.2015
- Greeted and assisted patients in wheelchairs to their appointments.
- Assisted nurses with patient transfers, using proper body mechanics and safety measures.
- Ensured patients' comfort by providing blankets, pillows, water, and other necessary items.
- Maintained cleanliness of transport vehicles and equipment.
- Provided timely transportation services for outpatients to various medical facilities.
- Collected patient information from nursing staff prior to transport.
- Monitored vital signs during transport when required by the facility or physician orders.
- Checked all medical documents for accuracy prior to transporting patients.
- Communicated effectively with physicians, nurses, and other healthcare personnel regarding patient care needs.
Lead Teacher
Toddler Town Child Care Center
Irvington , NJ
07.1994 - 05.2005
- Provided instructional guidance and mentorship to teachers in the development of lesson plans, instructional materials, and assessments.
- Developed and implemented strategies to improve student learning outcomes.
- Coordinated professional development activities for teachers within the department.
- Utilized data-driven decision making processes to assess student progress, inform instruction, and monitor teaching effectiveness.
- Monitored classroom instruction on a regular basis through observation, feedback, and collaboration with teachers.
- Assisted in resolving conflicts between students, families, and staff members.
- Created detailed reports summarizing student performance data on standardized tests.
- Participated in weekly faculty meetings by providing updates on departmental goals or objectives.
- Ensured compliance with state standards by incorporating them into lesson plans.
- Worked with students one-on-one to boost skills in weak areas and grasp new concepts.
- Involved parents in student learning to increase family interaction and student support.
Mark UP Clerk
United States Post Office
Newark, NJ
01.1990 - 01.1993
- Answered phones in a courteous manner while providing excellent customer service.
- Maintained inventory levels of office supplies and equipment as needed.
- Performed data entry tasks to update customer accounts records.
- Utilized computer software programs to create reports, labels, forms.
Education
Some College (No Degree) - Psychology
Post University
Waterbury, CTSome College (No Degree) - Education
Liberty University
Lynchburg, VASkills
- Data entry proficiency
- Strong interpersonal skills
- Social Perceptiveness
- Goal-Oriented
- Call logging
- Call Control
- Customer Service
- Account updating
Certification
Certified Team Supervisor
Crisis Prevention And Intervention Training Program
Timeline
Contact Representative
Internal Revenue Service, IRS
01.2021 - Current
Substitute Teacher
Baltimore Maryland City Schools
08.2015 - 03.2020
Patient Transporter
University Hospital Of The West Indies
06.2000 - 06.2015
Lead Teacher
Toddler Town Child Care Center
07.1994 - 05.2005
Mark UP Clerk
United States Post Office
01.1990 - 01.1993
Some College (No Degree) - Psychology
Post University
Some College (No Degree) - Education
Liberty University
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