Customer Service Representative

O. L. HARRIS

MCDONOUGH, GA ***** PHONE: 770-***-**** FAX: 770-***-****

CAREER FOCUS:

Customer Service Representative

OBJECTIVE:

To show that by selecting me your organization has acquired a valuable asset. I am a team player with 20 years of workable experience in problem solving, financial analysis, support activities and auditing.

SUMMARY:

• More than 19 years experience as a customer service representative and collections representative within the IRS call center.

• Developed interpersonal and communication skills, having dealt with a diversity of professionals, clients and staff members.

• Over 10 years of supervisory experience.

• Notary Public designation.

SKILLS:

Windows 95/98/NT/XP Professional ▪ MS Office ▪ Microsoft Word ▪ Microsoft Excel ▪ Microsoft PowerPoint ▪ MS Outlook ▪ Integrated Data Retrieval System (IDRS) ▪ Accurint (ChoicePoint) ▪ Westlaw ▪ Desktop Integration (DI) ▪ Automated Collection System (ACS) ▪ Integrated Collections System (ICS) ▪ ServiceWide Enterprise Research Program (SERP) ▪ TakeStock Integrated System (TS) ▪PeopleSoft.

PROFESSIONAL EXPERIENCE:

KARRER, WEBER COMPANY (KWC) – Norcross, Georgia

2007 – 2009 Customer Service Representative

• Interact with internal and external customers within a call center environment.

• Manage and maintain regional accounts by utilizing customer relationship management system.

• Communicate with freight carriers (UPS, FedEx, DHL) concerning merchandise schedules and payment errors.

• Prepare and process invoices for shipping. Receive and process merchandise payments.

• Provide customers pricing, availability, and merchandise arrival estimate.

• Handle incoming calls, faxes, and mail. Greet visitors. Resolve inquiries and customer follow-ups timely.

• Input purchase orders and file invoices, track inventory and merchandise restock.

• Create and maintain customer sales report.

• Interact positively and professionally with internal team members to meet demands of high production deadlines.

• Knowledge and understanding of the manufacturing process.

INTERNAL REVENUE SERVICE. – Doraville, Georgia

2003 – 2007 Contact Representative (CSR)

• Supervise, mentor, and assist in department staff training.

• Manage monthly assigned accounts receivable portfolio, typically high exposure and/or special handling accounts, by contacting new and delinquent customers to discern cause of non-payment and to facilitate payment

• Identify quality issues contributing to delinquent balances and initiate resolution

• Identify high-risk accounts and escalate to Supervisor, Collections, as necessary.

• Assist Supervisor, Collections, in formulation and implementation of policies and procedures for assuring timely receipt of past due payments, collecting past due balances, and applying payments.

• Maintain detailed documentation of events, i.e. conversations, contacts, discrepancies, etc., in the customer database.

• Manage multiple tasks simultaneously, meet deadlines, and exceed goals in high-pressure situations.

• Work directly with customers to improve processes, collect cash, and enhance relationships.

• Respond to customer inquiries, regarding tax filing procedures and policies for individual income and business.

• Investigate and explain various IRS bills and notices to taxpayers.

• Maintain knowledge of current IRS tax documents, enforcement policies, forms, laws, notices, regulations, Service organization, and policies.

• Develop understanding of “tiered” interview techniques, to determine taxpayer ability to pay outstanding tax obligations.

• Develop individual action plan, contributing to company profitability, focusing on A/R business result improvement.

• Collaborate with other functional areas, as needed, to maintain productivity and support department and company initiatives

• Maintain high level of customer service, internally and externally

• Professional, effective, and persuasive communication skills.

1989 – 2003 Tax Examiner/Collections Specialist

• Utilize computerized systems and tools to document tax-payer accounts.

• Prepare financial statements and tax filings to include individual and business tax returns.

• Open, close, and create tax-payer files and lists to include purging and archiving files annually.

• Research and resolve customer problems and inquiries.

• Maintain financial reports and records utilizing basic accounting principles.

• Issuance of Federal Tax Liens/Levies.

• Exercise considerable discretion in collection activities.

• Telephone collections of past due accounts. Informed customers in regard to their account status and payment options. Credit bureau and fraud account functions.

• Perform general administrative duties which include data entry, typing, filing etc.

• Reports to Supervisor, Collections.

CHILDREN’S MEDICAL SERVICES, Atlanta, Georgia

1987 – 1988 Administrative Assistant/Training Coordinator

• Handle incoming calls and mail. Greet visitors. Resolve inquiries.

• Prepare and type office reports, transcribe physician notes

• Consult with other organizations and patient representative to obtain medical records and insurance information.

• Maintain supervisor and staff member appointments.

• Verify, revise, and arrange appointments, conferences, and meetings.

• Act as liaison to supervisor regarding meetings and conference.

• Maintain time and attendance records as well as instructional and reference manuals.

• Schedule training room and equipment in preparation for training classes.

• Prepared training materials, training room and equipment and supplies for training.

EDUCATION: University of Phoenix, Phoenix, Arizona

Healthcare Information Systems, BS 04/2012

University of Phoenix, Phoenix AZ

Communications, AS, GPA 3.22

Capstone Institute of Mortgage Finance, Marietta, Georgia

Mortgage Loan Processor Certification, 11/2006

Moultrie Technical College, Moultrie, Georgia

Accounting, 12/2005 – 03/2007

Contact this candidate