Ty-sean Drakeford
BEAR,Delaware
Summary
Compassionate Customer Service Representative and Social Service Specialist III offering 3 years of Provide customer service to taxpayers and tax professionals by responding to inquiries, resolving issues, and providing guidance on IRS policies and procedures. While utilize a variety of computer systems to research and resolve taxpayer inquiries, also responding to telephone calls from taxpayers and tax professionals in a professional manner. Earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services.
Overview
3
3
years of professional experience
Work History
Social Service Specialist III
Family Court
04.2022 - Current
- Interviews, assesses and advises clients to determine eligibility, needs and course of action to meet needs. May provide phone counseling evaluations and crisis intervention to determine admission of clients to hospitals or other special treatment facilities.
- Documents, verifies, records and reports client information.
- Refers ineligible clients to appropriate agencies and resources.
- May provide coverage for other agency assistance programs as assigned.
- Utilizes the resources of social services/other agencies, and community resources as a means of dealing with identified needs/problems.
- Maintains adequate records of provided services including case files and related material.
- Provides referral information to individual and general public, promotes effective public relations for agency.
Customer Service Representative
Internal Revenue Service, IRS
10.2020 - 04.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
Education
High School Diploma -
Newark High School
Newark, DEAssociate of Science - Human Services
Delaware Technical And Community College
Wilmington, DE01.2025
Skills
- Court Orders
- Electronic Charting
- Microsoft Office
- Client Intakes
- Docketing
- Process Payments
- Bails Coordination
Timeline
Social Service Specialist III
Family Court
04.2022 - Current
Customer Service Representative
Internal Revenue Service, IRS
10.2020 - 04.2022
High School Diploma -
Newark High School
Associate of Science - Human Services
Delaware Technical And Community College
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