Customer Service Technical Support

SM

PROFESSIONAL

SUMMARY

SKILLS

WORK HISTORY

Sharon L. McAuliffe

Fresno, CA 93725 559-***-**** ******.*********@***.*** Service-focused CSR bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles. Customer Account Management Verbal and Written

Issue and Complaint Resolution Communication

Upbeat and Positive Personality Customer Data Confidentiality POS Systems and Ordering Document and Records

Platforms Management

Customer Retention Strategies Billing Adjustments and Refunds Efficient and Detail-Oriented Computer Proficiency Responding to Difficult Customers Excellent Attention to Detail First-Tier Technical Support

CSR 02/2018 to CURRENT

Internal Revenue Service, IRS Fresno, CA

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

Delivered prompt service to prioritize customer needs. TAX EXAMINER 02/2018 to CURRENT

Internal Revenue Service, IRS Fresno, CA

Professionally negotiated and dealt with taxpayers in confrontational situations.

Communicated with taxpayers in writing and by telephone. Communicated complex tax issues and terminology with others by explaining in easily-understood terms.

IHSS CARE PROVIDER 01/2016 to CURRENT

IHSS Public Authority Fresno, CA

Provided transportation and appointments management. EDUCATION

CERTIFICATIONS

Assisted disabled clients to support independence and well-being. Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.

Traveled to clients' homes to complete healthcare services and promote continuity of care.

Administered prescribed medications under direction of physician. Provided mobility assistance such as walking and regular exercising. OFFICE MANAGER 05/1993 to 01/2013

Harry Nicholas Ranch Orange Cove, CA

Maintained computer and physical filing systems.

Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.

Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.

Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel. Sourced vendors for special project needs and negotiated contracts. MAIL ROOM MANAGER 09/1986 to 08/1990

Cinderella Raisins Selma, CA

Improved office operations by automating client correspondence, record tracking and data communications.

Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Carried out day-day-day duties accurately and efficiently. Certification Tax Law, Phone Support, Paper Cases, Cis, IDRS, 03/2021 CSR TRAINING, Fresno, CA

Certificate of Completion Business Administration And Accounting 01/1984 ABC COLLEGES, FRESNO

High School Diploma 06/1981

Selma High School, Selma, CA

CSR Training - 17 Weeks

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