Summary
Overview
Work History
Skills
Timeline
Generic

Joi Campbell

Saint Charles

Summary

Dynamic professional with extensive experience at Internal Revenue Service, specializing in tax law analysis and client service. Demonstrated expertise in resolving complex inquiries, resulting in enhanced customer satisfaction. Proficient in documentation and team leadership, consistently achieving results and building strong client relationships.Customer service representative with extensive experience in resolving inquiries and concerns efficiently. Skilled in documenting call details and generating comprehensive reports. Dedicated to delivering accurate information and solutions to enhance client retention.

Overview

13
13
years of professional experience

Work History

Accounts Management Contact Rep/Team Lead

Internal Revenue Service
St. Louis
01.2017 - 01.2023
  • Responded to tax inquiries from taxpayers via the nationwide toll-free telephone system
  • I possess strong interpretation skills of tax laws/regulations to effectively assist taxpayers
  • Each call required thorough disclosure authentication of the caller before any information can be discussed
  • My assistance ranged from answering requests pertaining to the amount of a tax refund or balance due and/or providing a simple explanation about complex tax laws/regulations or internal procedures
  • I was also able to determine when to refer a taxpayer to the Taxpayer Advocate Service based on TAS acceptance criteria
  • I possess strong skills in making adjustments when the taxpayer calls after receiving a notice to resolve changes made to the original return by IRS, which may require documentation to be faxed to me while on the call
  • I have outstanding communications and customer service skills which include active listening, empathy, professional courtesy and patience to assist irate, hearing impaired, elderly callers and/or delays due to language barriers
  • I have acquired strong documentation experience recording details of each call utilizing AMS or IDRS with clear, concise facts before ending the call

Program Representative

Aerotek-Anthem Blue Cross Blue Shield
St. Louis
01.2016 - 01.2017
  • Answered provider/member inquiries via a toll-free telephone system
  • Each call required me to identify the provider/members issue, then determine proper discourse
  • I performed complex adjustments to medical claims to ensure timely processing

Receptionist/Clerical Assistant

H&R Block
St. Louis
01.2010 - 01.2016
  • I maintained the company calendar to ensure taxpayers seen in a timely manner
  • I maintained existing customer contacts and screened potential clients
  • I did all faxing, filing and data entry of new/existing clients

Leasing Agent

Suntrup BMW
St. Louis
01.2010 - 01.2013
  • I took telephone calls to troubleshoot and provide technical support to customers
  • I did timely follow-ups to ensure resolution of client issues and provide award winning customer service

Skills

  • Tax law analysis
  • Authentication disclosure
  • Call records
  • Client service
  • conflict resolution
  • Data management
  • Appointment scheduling
  • Professionalism
  • Communication skills
  • Active listening
  • Empathy in communication
  • Team leadership
  • Problem solving
  • Time management
  • Follow-up procedures
  • Conflict resolution
  • Technical support
  • Customer relations
  • Team building
  • Project management
  • Account updates
  • Customer retention

Timeline

Accounts Management Contact Rep/Team Lead

Internal Revenue Service
01.2017 - 01.2023

Program Representative

Aerotek-Anthem Blue Cross Blue Shield
01.2016 - 01.2017

Receptionist/Clerical Assistant

H&R Block
01.2010 - 01.2016

Leasing Agent

Suntrup BMW
01.2010 - 01.2013

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Joi Campbell