Call Center Front Desk

SHALAUNA FELIX

Lithonia, GA 907-***-**** **************@*******.***

Citizenship: U.S. Veterans’ Preference: Yes

Clearance: N/A Federal Employment: Yes – Current Employee (IRS)

PROFESSIONAL PROFILE

Detail-oriented and mission-driven U.S. Army veteran with over 15 years of experience across federal, healthcare, administrative, and customer service roles. Known for providing efficient, empathetic support to diverse populations—including small business taxpayers, veterans, and patients. Demonstrates leadership, adaptability, and a strong work ethic in high-pressure, compliance-driven environments. Proficient in IRS protocols, call center metrics, CRM software, and medical record systems.

CORE COMPETENCIES

Customer Support Federal Regulations HIPAA Compliance Taxpayer Assistance

Call Center Operations Health Insurance Navigation Claims & Enrollment

Veteran Services Conflict Resolution Training & Onboarding

Microsoft Office Salesforce Kronos Lightico Verint Azure Zoom

FEDERAL EXPERIENCE

Contact Representative (GS-0303-07)

Internal Revenue Service – Remote Nov 2022 – Present

Full-Time 40 hrs/week Supervisor: Available upon request

- Respond to small business inquiries involving complex tax topics including 1099 filings, EINs, penalties, and payment plans.

- Apply advanced interviewing techniques to gather financial and legal details; resolve cases involving innocent spouse claims and bankruptcies.

- Analyze taxpayer records for compliance, educate callers on IRS procedures, and recommend corrective actions to ensure future voluntary compliance.

- Interpret and apply federal tax law and IRS guidelines; research internal databases and previous filings to ensure accurate case resolution.

- Routinely handle confidential taxpayer information, adhering to strict security and privacy standards.

OTHER RELEVANT EXPERIENCE

Assistant Operations Manager

Savage Services – Atlanta, GA Jul 2022 – Oct 2022

Full-Time 40 hrs/week

- Coordinated daily logistics for railcar inspections, load schedules, and carrier pickups.

- Maintained safety compliance through visitor briefings and documentation.

- Supported vendor relations and collaborated with internal departments to maintain workflow and operational compliance.

Enrollment Support Specialist

Benalytics – Remote Oct 2021 – Feb 2022

Full-Time 40 hrs/week

- Assisted Medicare and ACA participants in understanding and enrolling in health plans.

- Provided personalized benefits support, ensuring documentation was compliant and up-to-date.

- Logged detailed customer interactions into proprietary systems for record-keeping and follow-up.

Customer Service Representative III

Randstad – Remote May 2021 – Jun 2021

- Fielded high volumes of inbound calls related to COVID-19 vaccine appointments.

- Maintained strict adherence to CDC and HIPAA guidelines during all interactions.

- Used Verint and Ivinex to track call outcomes, escalate issues, and meet quality standards.

Canvasser

New Georgia Project – Remote Aug 2020 – Jan 2021

- Promoted voter registration and mobilization efforts using VAN political software.

- Conducted data entry, community outreach, and nonpartisan education campaigns.

MILITARY EXPERIENCE

Radiology Technician / Health Care Specialist (E-4 Specialist)

United States Army – Multiple Locations 1997 – 2014

Active Duty Honorable Discharge

- Provided radiological diagnostic imaging, including MRI and CT scans, in trauma and orthopedic units.

- Delivered emergency medical care, administered medication, maintained health records, and prepped patients for surgery.

- Managed medical equipment and performed battlefield trauma treatment under high-pressure conditions.

- Received training and certifications in anatomy, patient care, sterile technique, and wound care.

EDUCATION & CERTIFICATIONS

B.S. in Computer Engineering (in progress)

University of Anchorage Alaska – 2020

Vocational Nursing Program

Concorde Career College, Arlington, TX – 2016

Army Medical Services Training

Radiology Technician – 2012

Health Specialist – 2009

Medical Specialist – 1998

Certified Medical Assistant

Career Academy, Anchorage, AK – 1997

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