TYNEISHA TUNSTALL **** WEINER COVE ● MEMPHIS, TN *8122

901-***-**** ● ac2l2r@r.postjobfree.com

PROFILE

More than 10 years’ successful experience in customer relations and support services with recognized strengths in resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions utilizing strong oral and written communication skills.

Strong knowledge of Microsoft Office 2010 (i.e. Excel, Word, PowerPoint, & Access).

Ability to analyze actual interacting operational activities by determining the cost versus the benefit ratio through the application of sensible logic and policy disciplines and techniques.

Strong aptitude of analytics and reporting tasks such as; contact strategy, email response, list preparation, quality control, data manipulation, data cleanup and other tasks related to consumer satisfaction.

Strong business acumen, the ability to rapidly learn new problem domains, and become conversant in the domain with consumer users that can be used to accelerate or improve our operations.

Core Strengths

Judgment: The ability to demonstrate professional judgment.

Customer Centered: The ability to meet internal and external customer needs.

Execution and Results: The ability to execute and achieve desired results.

Planning and Improvement: The ability to plan for and improve performance.

Influence and Communicate: The ability to build influence and communicate brand message.

Adaptability: The ability to adapt professional

EMPLOYMENT

Internal Revenue Service 2015- Present

Tax Examiner

Examine tax returns to determine if deductions and credits should be allowed.

Work with federal, state, and local governments.

Report any adjustments or corrections tax examiners make to the States.

Determine whether the adjustments affect the taxpayer's State tax liability.

Conduct audits.

Identify taxes payable.

Determine the factual basis for claims for refunds.

Handle simple tax returns filed by individuals.

Perform clerical duties.

Review tax returns and enter them into a computer system for processing.

Contact taxpayer to resolve discrepancy.

Check taxpayer’s math and make sure that the amounts they report match those from other sources.

Verify that Social Security numbers match names.

Ensure taxpayers interpret instructions on tax forms.

Make copies of returns and file.

Ensure all deductions are legitimate.

Contact taxpayers by mail or telephone to address discrepancies and request supporting documentation.

Notify taxpayers of any overpayment or underpayment and either issue a refund or request further payment.

Adjust the total amount by assessing fees, interest, and penalties and notify the taxpayer of the total liability.

Work with more complex tax issues, such as pensions or business net operating losses.

American Home Shield 2003- 2015

Service Resolutions – Customer Relations

Collect and provide robust data on consumer issues and analyze its direct economic costs to the organization.

Develop case reports consistent with organizational protocols; provide recommendations for management action to improve effectiveness; work across teams to ensure that final recommendations are executed in a timely manner.

Responsible for managing, updating, collecting and formatting data from internal and external sources to improve the consumer experience.

Research, process, and resolve escalated customer service issues related to warranty repairs/replacements, reimbursements and concessions for customers, contractors, and AHS senior leadership.

Authorizations – ARII

Handled customer service inquiries and payments service issues in a confident manner. Operated in a team environment and assisted in the achievement of established sales and performance goals.

Performed financial and auditing analyses by organizing and working with numerous data sets to quickly and effectively identify and resolve consumer payment issues.

Customer Service – SAI

Reviewed, researched, investigated, negotiated, and processed all customer service related issues according to AHS policies and procedures.

Conducted data entry; analyzed and identified trends and provided reports as necessary; consistently meet established productivity, and quality standards.

Followed up with customers, contractors, and/or business partners via inbound and outbound telephone calls, and/or electronic communication related to contract coverage.

EDUCATION

Concorde Career College Medical Office Diploma 2002

TRAINING & CERTIFICATES

DDI

Empathy behavioral class

Casual Connection

Decision making course

Citrix/Cisco

Voice system

Service Fulfillment Customer relationship management

CRM Customer relationship management

Siebel

Customer relationship management

CAWR

Clerical Clerk

Campus Support

Clerk

Transcription Certification

REFERENCES

Upon Request

SALARY REQUIREMENT

Upon Request

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