Customer Service Human Resources

JESSE NUCATOLA

516-***-**** *****.*.********@*****.***

PROFESSIONAL SUMMARY

Dedicated and experienced professional with over 9 years of proven success in customer service and human resources. Adept at managing high-volume communications, resolving complex issues, and delivering exceptional support. Strong interpersonal and organizational skills, with a background in training, compliance, and employee relations. Recognized for analytical thinking, conflict resolution, and the ability to create a positive and productive workplace culture.

CORE SKILLS

•Customer Service & Support

•Human Resources Operations

•Employee Onboarding & Training

•Conflict Resolution

•Payroll & Benefits Administration

•Call Center Operations

•Data Analysis & Compliance

•Identity Theft & Fraud Detection

•Communication & Presentation

•Microsoft Office Suite & IRS Systems

PROFESSIONAL EXPERIENCE

Internal Revenue Service (IRS) – Holtsville, NY

Contact Service Representative

Oct 2019 –June 2025

•Deliver exceptional customer service to a diverse range of taxpayers, assisting with account discrepancies, refunds, payment plans, and tax obligations.

•Conduct interviews via phone and in-person to resolve complex tax issues, interpreting federal regulations and applying compliance standards.

•Analyze and manage sensitive data, ensuring adherence to privacy policies and safeguarding Personally Identifiable Information (PII).

•Lead training and coaching for new employees; recognized as a mentor and team resource.

•Acted as a key agent on the Economic Impact Payment hotline during the COVID-19 pandemic, demonstrating compassion, professionalism, and patience under pressure.

•Identify and address potential cases of identity theft and fraud, contributing to IRS anti-fraud efforts.

•Utilize advanced IRS systems (IDRS, AMS, TDS) to research and resolve account issues efficiently.

United Parcel Service (UPS) – Farmingdale, NY

Human Resource Manager

Sep 2014 – Apr 2018

•Recruited and onboarded hundreds of employees, especially during peak seasons, ensuring compliance with company policies and labor laws.

•Facilitated training sessions and orientations, resulting in improved employee performance and retention.

•Acted as liaison between management and employees, mediating concerns and resolving workplace issues to maintain a positive work environment.

•Oversaw payroll operations for over 70 drivers, ensuring accuracy and timely payments.

•Managed overnight logistics operations, including shipping, routing, and customer service coordination.

EDUCATION

St. Joseph’s College – Patchogue, NY

Bachelor of Arts in English – May 2014

Minor: Psychology

TECHNICAL PROFICIENCIES

•IRS Systems: Integrated Data Retrieval System (IDRS), Account Management Services (AMS), Transcript Delivery System (TDS), ITIN Database

•Microsoft Office: Word, Excel, PowerPoint, Outlook, Teams

•Additional: Payroll Systems, Compliance Tools, Case Management Platform

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