Velvia Woolridge
Summary
Dedicated individual with over 16 years of experience in customer service, specializing in conflict resolution and team collaboration. Proven ability to communicate effectively and build strong relationships with other people. Committed to enhancing workplace environments and delivering exceptional service.
Overview
17
17
years of professional experience
Work History
Contact Representative
Internal Revenue Service, IRS
Richmond, VA
10.2009 - Current
- Assist taxpayers with inquiries regarding tax returns and refund status.
- Manage high call volumes while maintaining professionalism and empathy.
- Educate taxpayers on available resources to enhance understanding.
- Document taxpayer interactions using required systems
- Verified taxpayer information and updated records.
- Examine legal documents, including 2848 forms, for third-party authentication.
- Adjust taxpayers' accounts based on determined needs and compliance.
- Determine eligibility for taxpayer advocate service through IRM procedures.
- Facilitated research path training for team, enhancing knowledge and effectiveness in handling inquiries.
- Developed engaging job-related activities to boost team morale and performance at Richmond call site.
- Supported team members in resolving work-related challenges, promoting a collaborative and productive environment.
Chief Steward
NTEU Chapter 48
Richmond, VA
10.2019 - 02.2026
- Coordinated training sessions for stewards to enhance negotiation and advocacy skills.
- Managed grievance procedures to ensure compliance with union agreements.
- Facilitated conflict resolution processes between members and management effectively.
- Advocated for member concerns in meetings with management.
- Led member engagement initiatives to strengthen union participation and communication.
- Developed resource materials for members on labor rights and workplace policies.
- Oversaw internal communications to keep members informed of union activities and updates.
- Oversaw daily activities in union office to ensure smooth functioning.
- Maintained a positive working relationship with other departments within the organization.
- Allocated bank and official time to stewards for effective scheduling.
Union Steward
NTEU Chapter 48
11.2012 - 09.2019
- Advocated for fair labor practices during negotiations with management.
- Educated members on rights and benefits under collective bargaining agreements, enhancing awareness and understanding of entitlements.
- Conducted interviews and gathered evidence to assist in grievance resolution.
- Interpreted contractual agreements to facilitate effective labor relations.
- Maintained detailed records of grievances filed and tracked resolution status to ensure timely and effective resolution.
- Supported union members in filing grievances and preparing for hearings, fostering confidence and empowerment in the grievance process.
On the Job Instructor
IRS
Richmond, VA
12.2016 - 03.2019
- Assessed progress of newly hired and skilled-up employees, delivering constructive feedback to enhance performance.
- Developed training aids to facilitate onboarding and skill enhancement for newly hired and skilled-up employees.
- Supported newly hired and skilled-up employees through guidance and resources to aid in their transition.
Education
Hampton University
Hampton, VASkills
- Taxpayer assistance
- Call management
- Documentation accuracy
- Data management
- Proficiency in Word, Excel, and Outlook
- Problem-solving skills
- Conflict resolution
- Effective communication
- Team collaboration
- Strong interpersonal skills
- Empathy and patience
- Goal-oriented
Timeline
Chief Steward
NTEU Chapter 48
10.2019 - 02.2026
On the Job Instructor
IRS
12.2016 - 03.2019
Union Steward
NTEU Chapter 48
11.2012 - 09.2019
Contact Representative
Internal Revenue Service, IRS
10.2009 - Current
Hampton University