Robert Lee
IRS
KANSASCITY
1
Language
16
years of professional experience
Experienced Account Management professional with strong problem resolution and relationship-building skills. Proven ability to enhance customer satisfaction and streamline processes.
Work History
Account Management/Customer Service Representative
4 Years 3 Months- Resolved customer inquiries efficiently, enhancing overall satisfaction and experience.
- Educated clients on tax procedures, improving understanding and reducing follow-up calls.
- Processed tax-related information accurately, ensuring compliance with IRS regulations.
- Collaborated with team members to streamline workflows, increasing operational efficiency.
Assistant Manager
1 Year 2 Months- Developed training programs for new staff, improving onboarding efficiency and knowledge retention.
- Analyzed performance metrics to identify areas for process improvement, driving strategic initiatives.
- Led cross-functional teams to streamline operational processes and enhance service delivery.
- Facilitated regular team meetings to align goals and share best practices among staff members.
Operations Manager
9 Years 10 Months- Led cross-functional teams to implement strategic initiatives driving service excellence.
- Developed and monitored KPIs to assess performance and identify areas for improvement.
- Coordinated resource allocation to optimize productivity across multiple departments.
- Streamlined operational processes to enhance workflow efficiency and reduce bottlenecks.
Education
Associate of Arts - Marketing Management And Research
Bachelor of Science - Business Administration
Skills
Tax compliance
Customer service
Data analysis
Problem resolution
Issue resolution
Complaint resolution
Call center operations
Active listening
Conflict resolution
Relationship building
Critical thinking
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Languages
English
Full Professional
Timeline
Account Management/Customer Service Representative
IRS
10.2018 - 01.2023Read More
Assistant Manager
EXL
07.2017 - 09.2018Read More
Operations Manager
Optum Rx/United Health Group
11.2006 - 09.2016Read More
Toronto School of Business
Associate of Arts from Marketing Management And Research
Read More
Farmingdale University
Bachelor of Science from Business Administration
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