Customer Service Call Center
Resume:
Lasheka Hopkins
Lithonia, GA *****
****************@*****.***
Professional Summary
Customer Service Professional, highly skilled in call center management, sales, telemarketing, training,
recruiting, service solutions, and innovative marketing concepts, as well as a dedicated customer service
representative who provides exceptional customer service.
Willing to relocate: Anywhere
Work Experience
Customer Contact Representative
Internal Revenue Service-Atlanta, GA
August 2024 to Present
• Answer calls and correspond with taxpayers to address their questions, concerns, and inquiries related
to tax laws, IRprocedures, and filing processes.
• Provide clear and accurate information about tax forms, payment options, tax refunds, and account
statuses.
• Ensure excellent customer service, remaining professional and courteous even in challenging or difficult
interactions.
• Research taxpayer accounts, identify discrepancies or issues, and help resolve them.
Assist taxpayers in understanding notices and letters received from the IRS.
• Offer guidance on repayment plans, settlement options, and penalties.
• Accurately input data into IRS systems, ensuring proper records are kept for each case.
• Document all taxpayer interactions, follow-up actions, and case resolutions.
• Investigate and analyze taxpayer issues by reviewing relevant tax laws, records, and history to identify
solutions.
• Provide appropriate information to help resolve taxpayer problems effectively, such as explaining tax
liability or processing tax adjustments.
• Stay up to date on changes in tax laws, policies, and procedures to ensure correct information is
provided to taxpayers.
• Adhere to confidentiality regulations and guidelines when handling sensitive taxpayer information.
• Work closely with other IRS departments or teams to address more complex issues or escalate cases
that require additional expertise.
• Participate in training and meetings to stay informed about IRS procedures and improve customer
service skills.
• Problem-solving abilities, attention to detail, and proficiency with computers and IRS systems.
• Working knowledge of tax laws and IRS procedures may be preferred but not always required.
• Ability to handle high volumes of calls, often with complex taxpayer issues
Interprets and applies applicable portions of basic tax law and regulations and basic collection techniques
and enforcement actions to advise, inform, assess, and collect taxes and associated liabilities.
• Researches and analyzes all available information applicable to specific and well-defined collection
issues and takes corrective actions needed to close accounts.
• Contacts taxpayers and/or their representatives in response to IRS inquiries regarding a limited number
of delinquent situations.
• Provides explanations to specific inquiries initiated by individuals, generated by notices, or internally
generated assignments.
• Advises taxpayers of the enforcement actions that may be taken if they fail to meet commitments to
file a tax return and/or pay tax liabilities and encourages voluntary compliance with tax laws.
Customer Service Representative
TTec (Capital One )-Duluth, GA
March 2023 to August 2024
• Review, Gather and Analyze bank account, transactional history, and VISA/MASTERCARD Debit Card/
ACH Dispute Forms for accuracy.
• Educates the customer about the products and services
• Execute accurate VISA/MASTERCARD Debit Card/ACH disputes in bank portal.
• Maintain bank documentation records and tracking for all disputed fraud transactions.
• Execute Account Transactional adjustments of provisional and final credit/debit to customer account.
• Review Issues with branch personnel relative to received dispute forms, and any error resolution to
correct for accurate data entry of transaction dispute.
• Advise others in communications on business or operational matters related to Debit Card and ACH
services, including bank customers and bank personnel.
• Assist in review of other bank fraud matters, including check fraud occurrence.
• Trained on NCR Positive Pay – Check/ACH services relative to fraud monitoring and daily processing.
• Attend periodic VISA/MASTERCARD – Reg E Fraud Compliance training for the bank.
• Advise others on legal or regulatory compliance matters.
• Acts responsibly at all times while ensuring the security and integrity of bank systems, information and
data to protect customer confidentiality and privacy
• Perform all other duties as assigned.
Customer Service Omni Representative
Chico's FAS-Winder, GA
June 2020 to February 2023
• Handling incoming phone calls, chats, and/or emails using company resources, policies, and procedures
to completely and accurately manage the inquiry according to the company standards while providing the
Most Amazing Personal Service to our internal and external customers to ensure operational efficiency
and effectiveness.
• Uses customer service skills to optimize the opportunity of each customer contact.
• Identifies and handles customer phone calls/email/chat inquiries or concerns completely and
accurately.
• Resolves customer complaints and problems to the satisfaction of the customer.
• Educates the customer about the products and services
• Completes and maintains accurate customer data including documentation of discussions, issues,
customer requests, and other relevant information as required.
• Schedules assigns, or acts on any required customer follow-up by Customer Service Guidelines.
• Maximizes opportunities to upsell or cross-sell company products and services.
• Suggests Customer Service process improvements and participation in Customer Service initiatives for
increased effectiveness.
• Uses technology tools as directed and within established guidelines.
• Maintains confidentiality of all company and customer data/information.
• Participates in individual/team training and meetings to ensure knowledge is up to date.
• Performs all financial and administrative activities effectively and by policy including credit card
handling, PCI compliance, and reporting.
• Partners with management if necessary, to ensure first contact resolution. Alert management of issues
or concerns that require escalation for complete resolution or which may indicate a larger, underlying
problem.
• Other miscellaneous duties assigned.
Location Agent
Manpower/ Assurant-Atlanta, GA
February 2018 to May 2020
• Managing extended warranty claims.
• Ensuring smooth operations related to warranties within the organization or company.
• Receiving, processing, and reviewing warranty claims from customers, verifying their eligibility, and
ensuring adherence to the company's policies and guidelines.
• Contacting service providers for customers to receive repair on their household products such as
appliances, electronics, plumbing, and HVAC via email and/or phone.
• Handling cases through online chat
• Emailing service providers and managing recruitment.
• Providing customer service for customers with no service provider in the area.
• Problem-solving via phone and the Internet.
• Maintaining accurate and complete records of claims, customer information, product specifications,
dates, and other information
• Communicating with customers to provide updates on claims status and resolve related issues
• Analyzing warranty data to identify trends, patterns, and recurring issues, developing strategies for
maximizing claims processes, and suggesting improvements in policies, procedures, and product design.
Provider Relations Representative/Telemarketing
ALTEGRA HEALTH-Alpharetta, GA
March 2016 to May 2018
• Confirm the appointment scheduled for on-site medical reviews.
• Check computerized files for pending status.
• Answer phones, and provide customer service for Doctor’s offices.
• Handling abandoned faxes and faxing over secured documentation to doctor's offices.
• Mailing out secured documentation.
• Effectively managed a high volume of inbound and outbound customer calls.
• Addressed and resolved customer product issues empathetically and professionally.
• Managed customer calls effectively and efficiently in a complex, fast-paced, and challenging call center
environment.
• Contacting health care facilities to confirm appointments.
• Conducts provider outreach by providing training and guidance to enable network providers to become
more self-sufficient in confirming eligibility, claims submission, and payment by use of available tools.
• Office/support staff within established department guidelines.
• Maintains positive relationships with providers by conducting over-the-phone and on-site service calls
to health plan network participants regularly.
• Provider relationships focus on improving.
• Provides ongoing service/problem-solving assistance to assigned providers as needed and ensures all
providers are updated on newly revised policies and procedures.
• Follows up on issues and concerns by providers within assigned territory.
• Coordinates with the Network Management team on the recruitment of primary care physicians
and assigned specialty providers in assigned geographic territories based on health plan marketing
projections, targeted populations, and identified service gaps for all lines of business.
• Addresses, researches, and escalates claims, billing, and appeal issues for assigned providers and
specialists promptly.
• Works closely with the Claims team to resolve system issues.
Sales Representative /Telemarketing
VERIZON WIRELESS-Kennesaw, GA
August 2014 to July 2016
• Performing customer verifications
• Upselling new products and programs
• Contacting new and existing customers to inform them of sales events
• Assisting customers effectively by addressing their concerns and complaints
• Discussing products, plans, usage, and saving options
• Processing orders, forms, and requests
• Recording details of actions taken, comments, and complaints
• Reviewing and explaining billing statements
• Handling assumption of liability for customer phone lines
• Faxing and emailing bills
• Assessing customer needs and expectations
• Providing accurate and complete information
• Building relationships of trust through communication
• Handling complaints and providing solutions
• Following up to ensure resolution
• Keeping records of customer interactions
• Processing customer accounts
Manager for Booking/ Sales Agent
COAST TO COAST-Atlanta, GA
January 2011 to July 2014
• Maintains staff by recruiting, selecting, orienting, and training employees.
• Ensures a safe, secure, and legal work environment.
• Develops personal growth opportunities. Accomplishes staff results by communicating job
expectations; planning, monitoring, and appraising job results.
• Collect payment for transportation and accommodations
• from customer, converse with the customer to determine destination, mode of transportation, travel
dates, financial considerations.
• Compute cost of travel and accommodations, using calculator, computer, booking and hotel rate books,
or quote costs.
• Book transportation and hotel reservations, using computer terminal or telephone.
• Plan, describe, arrange, and selling tour packages and promotional travel incentives offered
• Book the national entertainment for different clubs and venue.
• Process contracts between both parties to confirm dates of events.
• Gathered and verified all required customer information for tracking purposes.
• Selling promotional packages for national events
• Getting in touch with private businesses or individuals by telephone to sell national acts
Manager
TWISTED TILT SPORTS BAR & GRILL-Jenks, OK
February 2008 to January 2011
• Determine staffing requirements, and interview, hire and train new employees, or oversee those
personnel processes.
• Perform sales floor work, such as greeting or assisting customers, stocking shelves, or taking inventory.
• Count money and make bank deposits.
• Investigate and resolve complaints regarding food quality, service, or accommodations.
• Maintain food and equipment inventories, and keep inventory records.
• Establish standards for personnel performance and customer service.
• Perform some food preparation or service tasks such as cooking, clearing tables, and serving if
necessary.
• Mastery of customer service management systems and databases.
• Addressed and resolved customer product complaints empathetically and professionally.
• Establish and implement departmental policies, goals, objectives, and procedures.
Customer Service Sales Representative
SPRINT-Tulsa, OK
May 2006 to February 2008
• Effectively managed a high volume of inbound and outbound customer calls.
• Addressed and resolved customer product complaints empathetically and professionally.
• Gathered and verified all required customer information for tracking purposes.
• Resolve customers service or billing complaints by performing activities such as exchanging
merchandise.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible
causes, such as extreme weather conditions that could increase bills.
• Recommend improvements in products, packaging, shipping, service, or billing methods and
procedures to prevent future problems.
• Accurately documented, researched and resolved customer service issues.
• Managed customer calls effectively and efficiently in a complex, fast paced and challenging call center
environment.
• Resolved service, pricing and technical problems for customers by asking clear and specific questions.
• Managed high call volume with tact and professionalism.
Customer Service representative/Telemarketing
AT&T-Tulsa, OK
May 2003 to April 2006
• Confer with customers by telephone or in person to provide information about products or services,
take or enter orders, handle.
• Collect and obtain details of complaints.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or
comments.
• Check to ensure that appropriate changes were made.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Review insurance policy terms to determine whether a particular loss is covered by insurance.
• Resolve customer service or billing complaints by performing activities such as exchanging
merchandise or refunding money.
• Review claims adjustments with dealers, examining parts claimed to be defective, and approving or
disapproving dealers' claims.
Education
Arts (college)
CC's Cosmetology College
May 2000 to May 2003
High School Diploma
UNION HIGH SCHOOL
Contact this candidate