Maria Moore
Customer Service Representative
NASHVILLE,TN
Summary
Dedicated Customer Service Representative with a proven track record in resolving inquiries and enhancing taxpayer satisfaction. Skilled in active listening and critical thinking, committed to improving service quality.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
Franklin, TN
11.1994 - 09.2025
- Resolved customer inquiries on tax filings and payment options, enhancing taxpayer satisfaction and trust.
- Educated clients on IRS regulations and procedures, ensuring compliance and understanding of tax obligations.
- Analyzed customer feedback to pinpoint service improvement areas, contributing to operational efficiency.
- Assisted taxpayers in understanding complex tax forms and procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Education
BBA - Business Administration
Tennessee State University
Nashville, TN 05.2001 -
Skills
Regulatory compliance
Taxpayer education
Customer service
Data analysis
Critical thinking
Professional telephone demeanor
Scheduling
Active listening
Timeline
BBA - Business Administration
Tennessee State University
05.2001 -
Customer Service Representative
Internal Revenue Service, IRS
11.1994 - 09.2025
Performance Awards
I have received several monetary awards over the years for my performance as a customer service representative.