Customer Service Information Technology
Resume:
JORDAN SHADE Austin, TX • +1-737-***-****
Administrative Customer Service Computer Programming ADMINISTRATIVE & TECHNICAL OPERATIONS SPECIALIST
Vision driven change agent with a growing skillset in engineering, leadership and programming and experience in financial document analysis and customer service leadership Highly organized and detail-oriented professional with a strong background in administrative operations, customer service leadership and financial document analysis. Experienced in managing high-volume tasks with precision, maintaining confidential records, and optimizing workflows using technology. Skilled at utilizing Microsoft Office Suite, database management systems, and automated tracking tools to enhance efficiency. Leverages programming knowledge (Python, SQL, C++) and system analysis skills to streamline processes and support decision-making. Passionate about continuous improvement and cross-functional collaboration.
Written & Oral Communications Team Leadership Trustworthy Microsoft Proficient Data Analysis Attention-to-Detail Organized Adaptable Software Development
Technical Writing Reliable Problem Solving
PROFESSIONAL EXPERIENCE
IRS Austin, TX May 2022 to Present
Tax Examining Technician
• Chart a successful course for the verification, analysis, and adjustment of taxpayer accounts through detail-oriented research into a variety of sources.
o Evaluate and initiate actions on tax issues obtaining applicable returns, schedules, and all required information for correction of accounts and records.
• Employ strong knowledge of an automated system to assign, maintain, monitor, or update work status and inventory records.
• Secure sensitive taxpayer information whenever stepping away from workstation, ensuring compliance with IRS confidentiality regulations.
• Order research, acknowledge correspondence, maintain, update and initiate personnel records, perform timekeeping, and complete other support activities.
• Prepare and maintain regular production/inventory reports/attendance records using established formats and sources of data applicable to the program, functional, or organizational reporting requirements. Prepare special reports as directed.
• Identify correct posting format, accurately apply unidentified payments, and process special handling situations by garnering and applying a deep understanding of a variety of tax returns and related documents for all master files, transaction codes, timeliness results, due dates, and tax periods.
• Process both international and domestic related tax returns.
• Identify causes for further verification and route it to work leads
• Operates as an OJI (On-The-Job Instructor) to bolster team member performance and outcomes by assisting with their work.
• Assist team members with connecting their IRS identification numbers to their laptops so they can access necessary databases and job functions.
• Create and maintain a record of all tax return batches worked via an Excel spreadsheet.
• Prepare outgoing correspondence to taxpayer for required documents or missing signature. JORDAN SHADE Page 2
• Technology Utilized: IDRS, SCRIPs, BEARS, HRConnect, EPP, IT4U, OSGET SERVICES, ITM, Symantec Endpoint Encryption, TAPS/SETR, Windows 10, Windows 11, Microsoft Office Suite and Teams. Away Austin, TX August 2019 to March 2021
Sales Associate/Back of House Logistics Employee
• Carefully and efficiently processed and prepared merchandise to be sold/displayed to the public.
• Answered incoming phone calls from customers regarding inquiries and order related issues including reserving desired merchandise.
• Prepared delivery orders with appropriate shipping labels and invoices and emailed customers with their tracking details.
• Conducted comprehensive inventory counts and analyzed and reported daily revenue.
• Mobilized high-quality performance from new employees and maintained the flow of work in back-of-house operations.
• Technology Utilized: Microsoft Office Suites and Slack to communicate with sister locations for availability on certain styles of luggage/handbags.
Dillard’s Austin, TX November 2018 to May 2019 Sales Associate
• Assessed customer needs, provided tailored answers to questions about products and recommended appropriate solutions.
• Cultivated positive customer experiences by providing exemplary customer service.
• Maintained inventory on current and newly stocked merchandise, replenished and replaced merchandise, and marked down prices of merchandise featuring sales prices.
• Leveraged strong knowledge of the computerized cash register system to manage financial transactions, balance cash drawers, and processed returns according to store policy.
• Reached out via cold calls to valued customers about upcoming sales and promotions to reserve their desired products ahead of the crowd.
Target Austin, TX August 2017 to November 2018 Team Member
• Employed extensive experience in retail business fundamentals to handle department operations.
• Oversaw front lanes operations during busy hours, guided customers towards empty lanes, delegated employee lunches, and assisted with any hands-on attention needed at registers. Managed over 10 employees at a time (managed over 30 employees during my tenure.)
• Diagnosed and troubleshooted registered systems in case of failure.
• Allocated daily and weekly workload to support business priorities and deliver on sales goals.
• Generated consultations based on customer evaluations to provide unique suggestions and solutions through active selling and compelling visual merchandising presentations, inspiring guests and increasing sales.
• Optimized guest experiences by overseeing operations, process and ensuring products were set, in-stock, accurately priced and signed on the sales floor.
EARLY CAREER
• UBER – AUSTIN,TX – DELIVERY DRIVER, 2018-2022
• AMAZON- AUSTIN, TX – WAREHOUSE ASSOCIATE, 2019-2019
• CHICK-FIL-A-AUSTIN, TX – Cashier, 2017-2017
• CITY OF AUSTIN, AUSTIN, TX – Summer Intern 2016-2016
• CITY OF AUSTIN: THE CONTEMPORARY AUSTIN, AUSTIN, TX – Summer Intern 2015-2015 AWARDS AND HONORS
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• Occupational Skills Award, August 2023 to Present o Received an Occupational Skills Award in Computer programming for completing training and education requirements.
EDUCATION AND CREDENTIALS
• (IN PROGRESS) BACHELOR OF APPLIED SCIENCE IN SOFTWARE ENGINEERING Austin Community College, Austin, TX (Est. May 2027)
• ASSOCIATE OF APPLIED SCIENCE IN SOFTWARE ENGINEERING AUSTIN COMMUNITY COLLEGE, AUSTIN, TX (MAY 2025)
• HIGH SCHOOL DIPLOMA L.C Anderson High School, Austin, TX (June 2017) ADDITIONAL INFORMATION
Languages:
• English (Fluent)
• Spanish (Beginner)
TECHNICAL SKILLS
• Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Project)
• Database Management & SQL
• Python, C++
• IT Systems & Troubleshooting
• Data Analysis & Reporting
ADMINISTRATIVE & LEADERSHIP SKILLS
• Records & Document Management
• Process Optimization & Workflow Automation
• Team Leadership & Mentorship
• Problem-Solving & Decision-Making
• Customer Service & Leadership
Interests:
• Exercise
• Computer Building
• Game Design
• Competition
• Art and Drawing
• Technology
• Basketball
• Music
• Lively work environment
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