Senior Client Support & Tax Operations Leader
Resume:
Ajeenah k. Bagley, Client Support Professional
East Point, 30344, GA, 770-***-****, *******@*******.*** SUMMARY Dedicated Remote Client Support Professional with over 17 years of progressive experience in customer service and compliance roles at the IRS. Expertise in managing teams, resolving complex taxpayer issues, and enhancing operational efficiency through strategic training and development initiatives. Successfully oversaw workflows and improved productivity in high- stakes environments. Committed to leveraging strong problem-solving skills to elevate service standards and foster positive client relations, contributing to excellence in service delivery.
WORK EXPERIENCE
05/2022 – Present Supervisory Tax Examining Technician, IRS Chamblee, GA Oversaw essential support operations impacting numerous technical functions, ensuring efficiency and compliance.
Directed and evaluated the work of employees, implementing review processes to maintain high standards.
Prioritized tasks and delegated assignments to optimize team productivity in key programs.
Managed workflow by reallocating tasks among team members for balanced workloads.
Coordinated comprehensive training and development initiatives for employee skill enhancement.
Assessed employee performance and made informed recommendations for recognition or necessary disciplinary actions, including administrative functions.
Proposed promotions and reassessments to align employee roles with their strengths and organizational needs.
Executed minor disciplinary measures such as warnings and reprimands when necessary.
Processed leave requests, making decisions on approvals and denials. Provided guidance, advice, and counsel on work and administrative functions to foster a productive work environment. Resolved employee grievances, addressing issues effectively to maintain team cohesion.
Promoted visibility and compliance with the IRS Occupational Safety and Health Program, ensuring employee awareness of safety hazards and reporting injuries promptly while implementing corrective measures. Garnered compliance with internal procedures to mitigate fraud, waste, and abuse, ensuring program responsibilities were met. Maintained regular communication with higher-level management to support and coordinate operational needs through in-person and conference call interactions.
Advocated for Affirmative Action Programs to promote equal employment opportunities.
Effectively managed team workload by assigning work and rearranging duties to enhance operational efficiency.
Safeguarded taxpayer information by enforcing the clean desk policy, implementing encrypted email communication for sensitive data, and ensuring proper document disposal, alongside conducting mandatory briefings for all employees.
08/2008 – 05/2022 Customer Service Representative, Automated Collection Systems-IRS, IRS
Chamblee, GA
Engaged with taxpayers and colleagues to interpret tax law, defining and resolving issues to promote compliance effectively. Thoroughly analyzed accounts utilizing an array of technical tools including IAT, IDRS, SERP, and AMS.
Demonstrated proficiency in researching various system databases and policy handbooks to provide informed assistance.
Compiled data to visualize and articulate solutions for both simple and complex tax-related issues.
Secured, analyzed, and communicated financial information to taxpayers to facilitate account resolutions.
Spearheaded the text chat pilot assisting customers online with uploading documents and provided links requested for case resolution. Analyzed and compiled collected data and presented information on special projects.
07/2005 – 08/2008 Customer Service and Host, temporary agencies ATLANTA, United States Provided customer service and hosting support through temporary agency assignments, ensuring high levels of satisfaction. Acted as a customer care representative, identifying and addressing customer needs effectively.
Scheduled appointments and guided customers to relevant resources, enhancing their experience.
01/2003 – 04/2004 Shift Supervisor, Danny & Clyde's New Orleans, LA Executed daily operational tasks for both the deli and gas station as a shift supervisor in a high-traffic location.
Supervised multiple employees across various shifts to ensure smooth operations and service.
Assigned and managed duties to facilitate efficient shift transitions and operations.
Adapted to flexible scheduling requirements to meet business needs. 06/1998 – 12/2008 Project Manager, Rehabilitation Exposure, Inc. ATLANTA, United States Oversaw multiple simultaneous projects, ensuring timely and effective execution of each initiative.
Managed key projects for Quipman County School District and Morehouse School of Medicine, addressing client needs.
Handled customer service inquiries associated with projects, effectively resolving issues with clients and vendors.
Set clear expectations and communicated project parameters to all stakeholders.
Collected and analyzed data, creating spreadsheets to monitor project goals and progress.
Conducted meetings to present data findings and updates to project directors, vendors, and program participants.
Adapted to varying shifts to provide necessary support wherever needed. EDUCATION
08/1994 – 06/1998 Frederick Douglass High School
Dual Diploma, Business Technology/College Prep
Atlanta
SKILLS Screen Capture Monitoring EQRS
Administrative Tasks SETR Report
Time Sheet Management Workflow Establishment
Job Specialization Case Review
4442s Installment Agreement Requests
Alerts and IRM Updates Best Practice Document Creation Dual Jacking OJI (On the Job Instruction)
IMF BMF
IAT (Integrated Automation
Technology)
IDRS (Integrated Data Retrieval
System)
SERP E-ACSG
AMS (Accounts Management
System)
ACSWEB (Automated Collection
System WEB)
ACCURINT GREEN SCREEN
Microsoft Word Microsoft Excel
Microsoft Outlook Microsoft Publisher
Microsoft Powerpoint IRS Occupational Safety and Health Program
Clean Desk Policy Encrypted Emails
Leadership Feedback
Communication Problem Solving
Coordination Training and Development
Performance Evaluation Disciplinary Actions
Issue Resolution Customer Service
Adaptability Professionalism
Trust Building Respect
Teamwork Active Listening
Conflict Resolution Flexibility
Self-Motivation Fast Learner
Multi-tasking Research Skills
Interpersonal Skills Organizational Skills
LANGUAGES English
REFERENCES Jerrell Sims
Retired Supervisory Customer Service Specialist, IRS 470-***-****
Sylvette Harvey
Student Representative, Georgia Military College
CERTIFICATES Contact Representative Instructor Cadre IRS
2020
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