Tomeica Washington
Austin,TX
Summary
Driven and empathetic professional with extensive experience in customer and patient support roles, notably with the Internal Revenue Service (IRS). Excelled in account management and data entry, enhancing customer satisfaction and retention through effective communication and problem-solving skills. Demonstrated goal-oriented focus, achieving significant improvements in client relations and operational efficiency.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Contact Representative/ Account Management
Internal Revenue Service, IRS
09.2022 - 09.2023
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Increased customer retention by expertly handling escalated issues in a timely manner.
- Participated in regular professional development opportunities to enhance skills and stay current on industry trends.
- Trained staff on operating procedures and company services.
Paraprofessional
PFISD
08.2018 - 08.2023
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Assisted teachers in the development of engaging lesson materials aligned with curriculum standards for various subject areas.
- Tailored lesson plans for students with emotional and cognitive disabilities.
- Assisted in the administration of standardized testing, ensuring accurate assessment of student performance levels.
Contact Representative
Internal Revenue Service, IRS
10.2016 - 10.2018
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved accounting, service and delivery concerns.
Patient Support Specialist
Cure Healthcare Staffing
03.2014 - 04.2016
- Served as a liaison between patients, families, physicians, and other healthcare professionals to facilitate clear communication.
- Provided empathetic support to patients during difficult medical situations, fostering trust and rapport.
- Improved patient communication by developing informational materials on treatment options and procedures.
- Implemented effective follow-up procedures to monitor patient progress and ensure timely interventions when necessary.
- Enhanced patient satisfaction by providing exceptional support and addressing concerns promptly.
- Assisted in the management of prescription refills under the supervision of healthcare providers while adhering to safety protocols.
Medication Aide
Angel Medical Professionals
06.2009 - 09.2012
- Maintained a safe and clean environment by adhering to infection control protocols during medication administration.
- Achieved high levels of efficiency while distributing medications by organizing daily routines around individual patient schedules and needs.
- Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
- Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Assisted in inventory management, ensuring an adequate stock of medications was always available for patients'' needs.
Education
High School Diploma -
Bastrop High School
Bastrop, TX05.1993
Skills
- Goal-Oriented
- Empathy and patience
- Data entry proficiency
- Assertiveness
- Appointment Scheduling
- Account Management
Certification
- Certified Customer Service Management/ Account Management Internal Revenue Service Tax Compliance Process
- [Area of certification] Training - Health Emergency Life Threatening Allergies. CPR certification. Skill Highlights
Timeline
Contact Representative/ Account Management
Internal Revenue Service, IRS
09.2022 - 09.2023
Paraprofessional
PFISD
08.2018 - 08.2023
Contact Representative
Internal Revenue Service, IRS
10.2016 - 10.2018
Patient Support Specialist
Cure Healthcare Staffing
03.2014 - 04.2016
Medication Aide
Angel Medical Professionals
06.2009 - 09.2012
- Certified Customer Service Management/ Account Management Internal Revenue Service Tax Compliance Process
- [Area of certification] Training - Health Emergency Life Threatening Allergies. CPR certification. Skill Highlights
High School Diploma -
Bastrop High School
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