Customer Service Representative
Resume:
Shirelle Behrens
MODESTO, CA **356
***********@*****.***
CUSTOMER SERVICE PROFESSIONAL
Profile
More than 30 years successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, staff support, and writing proactive procedures to avoid problems in serving the public, written for the Secretary of State’s office, Political Reform Unit.
Possess solid computer skills.
Excellent working knowledge using Microsoft applications and Mac systems; Microsoft Excel, WordPerfect, Microsoft Word.
Ability to train, motivate, and supervise customer service employees.
A team player, acknowledged as “Total Quality Customer Service Professional.”
Conduct quality account analysis and found various ways to explain procedures, policies, and California State tax laws, explain payroll tax payments, income tax reports and filings, and maintain/update accurate account information.
Synopsis of Achievements
Increased customer satisfaction, and reduced hostile customers
Utilizing persuasion/mediation skills.
Proactively planning a unit meeting led to notable team participation and increased morale.
Utilizing customer satisfaction surveys, drastically reducing potential problems.
Utilizing on campus resources such as Skill Soft, OES library, and outreach education personnel along with taking classes offered by ASPEN and Franchise Tax Board
Employment
Franchise Tax Board, Sacramento, Ca.
1993 - 2015
Customer Service Representative
Communicate with taxpayers via incoming phone calls to advise and explain various provisions of laws and regulations administered by the Department
Explain, advise, and assist in the preparation of individual and corporate tax returns
Resolve collection notice problems; handle liability disputes; initiate transactions to correct account errors and modify or release accounts, collecting the proper amount of tax, with the best interest of the Department in mind while still being fair and balanced according to California State tax laws
Explain the basis for liabilities; identify, analyze, and release liens; recommend payment arrangement plans
Ability to re-prioritize and re-organize workloads and projects appropriate for a fast paced office
Internal/External Client Support
Worked with the VITA Program (Volunteer Income Tax Assistance.)Taught tax preparation to military tax preparers in San Diego, Ca.
Worked at job fairs recruiting for the Franchise Tax Board.
Mentored new hires/mentees and classroom mentor.
Work with customers to resolve their accounts by referring them to other agencies if necessary such as Board of Equalization, Secretary of State and Employment Development Department
Supervisors have left me in charge while they were unavailable
I am an information resource for my peers, I am always willing to assist whoever needs my help. I am always open to change. I look forward to it as another opportunity to learn
I also possess collection experience for Verizon Wireless and various other companies since 1992
Education
Cosumnes River College
Accounting/Business Admin
2015
8401 Center Pkwy, Sacramento, Ca. 95823
References Angelo Gutierrez co-worker phone 916-***-****
8 years
Esperanza Romero-Vela Friend Phone 916-***-****
21 years
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