Qualonda Green-Collins
Jackson
Summary
Professional with significant experience in customer service and administrative support, prepared for leadership roles. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in communication, and process improvement. Known for reliability, problem-solving abilities, and results-driven mindset.
Overview
10
10
years of professional experience
Work History
Lead Contact Representative
Internal Revenue Service, IRS
12.2015 - 09.2025
- Led team in resolving taxpayer inquiries, enhancing customer satisfaction and operational efficiency.
- Developed strong relationships with clients, fostering a positive rapport for future interactions.
- Maintained detailed records of customer interactions, ensuring accurate documentation.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed customer account records, ensuring accuracy and up-to-date information.
Education
High School Diploma -
Pearl Cohn Business Magnet High School
Nashville, TNSkills
- Customer relationship management
- Call handling strategies
- Customer account management
- Call center experience
- Multitasking Abilities
- Customer service
- Proficient in Microsoft Office, Excel, Word etc
- Organizational skills
- Verbal and written communication
- Billing education
Accomplishments
- Achieved 4.8 rating out of 5.0 by completing lead tasks with accuracy and efficiency.
- Supervised team of 15 plus staff members.
- Documented and resolved customer issues which led to complete and correct customer accounts. Which allowed customer to be paid and or debt cleared.
Timeline
Lead Contact Representative
Internal Revenue Service, IRS
12.2015 - 09.2025
High School Diploma -
Pearl Cohn Business Magnet High School