Customer Service Quality Control

Lynda Johnson

**** ***** **** *********, ** ***** 6482 901-***-**** **********@***.***

Customer Service Professional

Call Center Customer Service/Support Teaching/Training/Instructor

Professional Profile

30+ years of experience providing customer/service and support in busy call center environments for

customers within the banking industry.

An unwavering commitment to customer service, with the ability to build productive relationships, resolve

complex issues and win customer loyalty.

Strategic relationship/partnership building skills listen attentively, solve problems creatively, and use tact

and diplomacy to find common ground and achieve win win outcomes.

Articulate with excellent verbal and written communication skills. Diplomatically resolve customer

complaints and diffuse tension to ensure customer retention.

Professional Experience

Field Enumerator, U.S. Census Bureau/U.S. Department of Commerse, Charlotte, NC [2010]

Oversaw collection of data through direct interviews by using the Census Questionnaires, Visitation records

and District maps for specified areas.

Identified and resolved in consistencies in interviewees' responses by means of appropriate questioning or

explanation.

Explained purpose of census, answered residents’ questions, elicited information following script, and

recorded census data on forms.

Assessed quality control levels on selected addresses, determined which samples passed/failed, and

maintained accurate records for quality control verification.

Communicated daily with supervisor to review and submit work, and to receive additional instructions.

Relationship Banking Associate, Regions Bank Call Center, Cordova, TN [2008]

Selected as one of eight employees out of 150 temporaries who were offered full time employment.

Managed a high volume workload within a deadline driven environment. Resolved inquiries in any given

week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

Helped company attain the highest customer service ratings earned 100% marks in all categories including

communication skills, listening skills, problem resolution and politeness.

Identified sales opportunities. Evaluated customer’s current relationship and business objectives to

recommend additional products or services.

Customer Service Representative, Randstad USA, Memphis, TN [2007 – 2008]

Served as a contractor for Regions Bank Password/Login Department to support the merger between Regions

Bank and Amsouth Bank.

Provided online technical assistance to reset customers’ banking accounts passwords and Login Ids. Ensured

minimal impact to the bank and customers affected by the merger.

Internal Revenue Service/U.S. Department of Justice, Memphis/Nashville, TN [1973 – 2005]

File Clerk – 5 years; Adjustment Clerk – 3 years; Quality Reviewer – 2 years

Automated Collections Service Clerk – 8 years

Generated Wage and Bank Levies and issued Certified Collections Notices on delinquent accounts.

Notified or located customers’ delinquent accounts and pursued aggressive collections efforts.

Set up Installment Agreements, Offer in Compromise, and issued Federal Tax Liens and Levies to protect

IRS in case of defaults.

Lynda Johnson

2957 Dolan Road Drummonds, TN 38023 6482 901-***-**** **********@***.***

Contact Representative Lead – 5 years

Supervised and managed 14–24 employees. Handled supervisory calls. Directly reported to senior

management. Maintained attendance rosters and personal, holiday and sick leave requests.

Successfully met all full time employees’ performance requirements on a weekly, monthly basis for evaluation

purposes.

Ensured complete customer satisfaction through delegation of critical issues to the appropriate support

employee for resolution and follow up.

Attended monthly review meetings to discuss and improve present productivity of team, resolving any

procedural problems experienced by employees.

Contact Representative – 8 years

Performed a full range of administrative and technical assistance to individuals/representatives via telephone

contact.

Initiated action to address discrepancies that could not be answered or resolved routinely, and adjusted records

accordingly.

Complied with a wide range of tax processing regulatory requirements and procedures as administered by the

Internal Revenue Service.

Education

Associate Degree Accounting I & II, State Technical Institute

Associate Degree Accounting I & II, Middle Tennessee State University

Honors/Awards

Earned numerous superior performance awards for annual reviews; two suggestion awards; one adopted

locally by the IRS and the second adopted nationally, resulting in a monetary award equal to the amount of

tax dollars saved for a year. Both suggestions earned the Citations from President Ronald Reagan and Bill

Clinton.

Received the Albert Gallatin Award for outstanding service, highest civilian award.

Skills & Special Trainings

Knowledge of IRS principles, practices, and procedures as well as knowledge of campus and field operations.

Knowledge of investigative techniques and procedures sufficient to extract information from a variety of

sources and made determination as to the appropriateness & quality of information.

Completed customer services skills courses including several telephone technique courses as well as

collection technique courses.

Acted in the capacity of classroom instructor during various periods of employment with the IRS training new

employees.

Served four years as a Unit Lead supervising over 12 employees; monitored employee’s calls for review

purposes and wrote job evaluations on performances.

Conducted several “Lunch and Learns” workshops during normal lunch periods on various topics of interests

to employees such as “How to fill out job application.”

Facilitated mini workshops during weekly team meetings with management and team members covering new

work procedures, changes/updates or clarification of troubling work issues.

Served seven years as the Site Wide key person during annual “United Way Campaign.”

Contributed 19 years of volunteer service to the communities; served as a volunteer Tax Assistant to low

income and elderly taxpayers at local libraries.

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