Customer-Focused Communications & Case Leadership

Russell Richard Reeves

**********@*****.*** 801-***-**** Altha, FL LinkedIn: https://www.linkedin.com/in/russell-reeves-9024a673

Communications Specialist Technical Problem-Solver Bilingual Service LeaderSummary

Versatile professional with 20+ years of experience across tax administration, case work (workman comp and Florida Department of Economic Opportunity), financial services, telecommunications and sales. Proven ability to resolve complex technical and financial issues, communicate clearly with diverse audiences, and deliver customer-focused solutions. Recognized for leadership, bilingual expertise, and consistent performance in high-pressure environments.

Professional Experience

Harmon’s Grocery Customer Service Manager

Aug 2026 – Present

●Managing Floor Coverage: Assigning check stands to scheduled cashiers and courtesy clerks, ensuring appropriate staffing levels and coordinating timely breaks and lunches.

●Opening and Closing Duties: Following established store security and operational procedures for opening or closing the retail location.

●Register & Operational Support: Performing register overrides, assisting with checking and bagging items during peak hours, and stocking check stands with bags and necessary supplies.

● Cleanliness: Maintaining safety, sanitation, and neatness across all front-end registers and guest areas.

Florida Dept. of Corrections Corrections Officer

Oct 2025 – May 2026

●Patrolled, perimeter, training bldg and parking lots.

●Care custody and control of inmates, in all dorms including Administrative confinement and Disciplinary Confinement.

●Care custody and control of inmates, by formal and informal counts including Master Roster counts utilizing count slips.

●Administering chow on the compound and facilitating inmates return to dorms after work assignments are completed.

●Implementing searches in dorms and other areas of the compound to discover contraband.

IRS Tax Examining Technician (GS-5, step 1, 6)

Dec 2016 – Present

●Uncovered an average of 28 account errors per hour, exceeding the IRS accuracy quota of 20 by 40%, directly improving team efficiency and case-resolution speed.

●Helped taxpayers recover over $75,000 in overlooked refunds, demonstrating profitable attention to detail and strengthening public trust in the agency.Provide taxpayer guidance on liability, appeals, and compliance options, strengthening public trust in the agency.

●Advanced from uncovering 20 errors per night to 140 errors daily, reflecting rapid mastery, sustained focus, and exceptional precision in tax-account correction.Serve as OJT trainer and technical advisor, improving accuracy and consistency across teams.

Same Day Heating, Air, Plumbing & Electrical Inside Sales Rep.

Sep 2017 – Apr 2024

●Drove sales conversion by contacting customers 3–4 times per service ticket, promoting financing and special offers.

●Coordinated with technicians, consultants, and dispatch to maximize job closure rates.

●Consistently generated additional revenue through proactive follow-ups and “last chance” ticket conversions.

Mountain America Credit Union Member Service Rep. II

Jan 2016 – Sep 2017

●Delivered full-service financial support: deposits, loans, credit lines, insurance, and investments for hundreds of members weekly.

●Advised members on products that resolved financial needs efficiently and built lasting loyalty.

●Completed advanced training in new accounts and credit products.

CenturyLink Bilingual Repair Screening Agent

Mar 2003 – Jan 2015

●Troubleshot business and residential telecom services, resolving thousands of client technical issues.

●Leveraged bilingual Spanish-English skills to increase accessibility and satisfaction.

●Consistently received commendations for superior customer service and performance.

Wells Fargo Bank Store Manager

Nov 1997 – Dec 2002

●Managed and coached a team of 10 employees, achieving branch profitability and compliance standards.

●Strengthened customer relationships through needs-based financial advising.

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●Oversaw audits, records management, and operations in alignment with FDIC regulation

Skills & Expertise

Tax Account Resolution • Employee & Customer Communication • Microsoft 365 • Bilingual (Spanish-English) • Team Training & Coaching • Telecommunications Support • Compliance & Risk ManagementEducation

Utah State University – B.S. Industrial Technology Electronics

Rutherford High School – Diploma

Affiliations

●Utah Food Bank, Life Care Program Volunteer (1999–2022)

●United Way Volunteer (1998–2022)

Certifications & Additional Skills

●FCC Licensed • Utah Life & Health Insurance License • CCNA Coursework • COT Telco Circuit Training

●Knowledge of ICD-9 Codes, Medical Terminology, and Case Work

●Banking, Purchasing, and Restaurant Management Experience

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