Customer Service Representative
Resume:
BEVERLY R. LACEY *** PERSHING AVE APT***
*******@*****.*** Buffalo, NY 14208
EDUCATION SUNY Buffalo State College, Bachelor of Science in Business
BENNETT HIGH SCHOOL, Buffalo, NY, General Business Diploma
WORK HISTORY
M&T Bank, Amherst, NY September 2016-January 2017
Senior Customer Service Rep: Assisted bank customer with credit card issues involving discrepancy in charges, lost/stolen cards, profile updates, copies of bank documents. Directing customers to other areas of bank operations as requested.
H&R BLOCK, Cheektowaga, NY October 2015-April 2016
Tax Associate: prepared client Federal and state tax returns. Educated clients on various way to maximize refunds and minimize liabilities. Continued education courses for NYS and Federal to keep up-to-date on tax changes and issues.
I have NYS and Federal certification.
JACKSON HEWITT TAX SERVICES, Buffalo, NY December - April 2012-2015
Tax Preparer: prepared client Federal and state taxes. Issued tax refund checks, Debit cards, accepted liability payments (cash, check and credit cards); assisted tax payers (TP) with IRS issues. Educated clients on various way to maximize refunds and minimize liabilities.
UNITED STATES DEPARTMENT OF COMMERCE BUREAU OF CENSUS April- July 2010
Crew Leader Assistant/Enumerator: Monitored and evaluated Enumerator customer presentations; visited households where Census questionnaires were not returned; troubleshooter for reluctant/problem household interviews; distributed work routes and supplies to Enumerators; reviewed and submitted payroll forms; delivered confidential Census data to headquarters.
DEPARTMENT OF THE TREASURY, September 2008 - September 2009
INTERNAL REVENUE SERVICE, Cheektowaga, NY
Customer Service Representative: assisted taxpayers (TP) with all tax issues. Screened TP for ID authenticity; interpreted & researched tax issues per analytic tools while protecting TP privacy of information, encouraged voluntary compliance and provided resolution of tax issues and interpretation of federal laws and rules. Set up payment plans, advised and directed TP to other agencies to assist with emergency and hardship issues through verbal and written communication media.
THE STATE OF OHIO BUREAU OF WORKER’S COMPENSATION (BWC), January 1999 – February 2012
Youngstown, OH
Claims Service Specialist: managed 500+ lost-time disability claim caseload; allowed/denied claims based on evidence within the intent of the law and/or BWC policies. Investigated, researched, authorized, and negotiated claim and settlement issues. Interviewed claimants, attorneys, physicians, witnesses, employers; made referrals to safety programs and fraud units. Published BWC orders, set claim wages, issued payments and settlement awards and executed Industrial Commission Orders. Liaison with Managed Care Organizations, determine expected disability and optimal return to work strategies. Educated BWC customers with policies, procedure strategies and processes to help them manage their compensation claims more effectively.
TAX ID: NYTPRIN #11795117 References Available Upon Request
PTIN: P01555553
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