YOLANDA SWINNEY
Griffin,GA
Summary
Polite and professional Contact Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
10
10
years of professional experience
Work History
Contact Representative
Internal Revenue Services
05.2022 - Current
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Responded to customer calls and emails to answer questions about products and services.
- Approved and terminated customer contracts upon request.
- Pulling case files from the suspense area and associating them with new correspondence for technical review.
- Proficient in identifying process codes that generate assessments.
- Verifying process codes that have been input by Tax Examiners.
- Disassembling batches, Build Bankruptcy batches, Form 2624, RECON batches, STN90
- Reviewing the Internal Revenue Manual (IRM) for ongoing compliance.
Tax Examiner
Internal Revenue Service, IRS
03.2017 - 05.2022
- Recommended financial solutions in relation to tax implications.
- Process small business or individual returns that involve relationships among different accounts that span more than a single tax period.
- Assign Employee Identification Numbers (EIN) and temporary Social Security Numbers (SSN).
- Requests and interprets taxpayer information.
- Building correspondence into batches using the Automated system (AUR).
- Associating returns and correspondence into folders, creating the case file, and placing on suspense shelving.
- Review documents and initiates research to correct missing or inaccurate account information, inquiries to third parties, and changes to taxpayer accounts to correct errors. Perform administrative tasks which involve assigning, maintaining, monitoring, and updating work statuses and inventory records
- Communicated with taxpayers in writing and by telephone.
- Professionally negotiated and dealt with taxpayers in confrontational situations.
Appointment Scheduler
Dr. George Tucker /Gynecologist Specialist
03.2014 - 02.2022
- Acted as first point of contact and set appointments for prospective clients
- Addressed client inquiries and updated database information
- Established and maintained client rapport by utilizing quality customer service
- Routed incoming mail and messages to relevant personnel without delay
- Answered phone calls and answered questions from potential customers
- Handled complaints and questions, and re-directed calls to other team members.
- Answered phone calls and answered questions from potential customers.
Skills
- Data entry proficiency
- Call Control
- Report Preparation
- Data Entry
- Quality Assurance
- Account updating
Timeline
Contact Representative
Internal Revenue Services
05.2022 - Current
Tax Examiner
Internal Revenue Service, IRS
03.2017 - 05.2022
Appointment Scheduler
Dr. George Tucker /Gynecologist Specialist
03.2014 - 02.2022
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