ANITRA BELL
PHILADELPHIA
Summary
Dedicated customer service expert with a focus on professional development and team collaboration. Known for providing outstanding service and maintaining effective communication with management. Skilled in goal-oriented strategies and performance assessment to boost overall productivity.
Overview
14
14
years of professional experience
Work History
Lead Contact Representative
Internal Revenue Service, IRS
03.2024 - Current
- Assisted in creation of performance metrics to drive continuous improvement in customer service.
- Boosted customer satisfaction through efficient resolution of inquiries and issues.
- Provided constructive feedback to team members, fostering personal and professional development.
- Reduced response times by implementing effective call handling strategies for expedited resolutions.
- Achieved high customer satisfaction levels through consistent delivery of exceptional service.
- Optimized scheduling practices to ensure adequate coverage during peak hours, maintaining morale and budget.
- Mentored junior representatives on best practices for successful customer engagement.
- Collaborated with cross-functional teams to develop comprehensive solutions for complex customer issues.
Contact Service Representative
Internal Revenue Service, IRS
10.2018 - 03.2024
- Provided technical assistance to individuals and businesses via telephone and in-person interactions.
- Addressed diverse issues requiring tailored solutions, ensuring effective problem resolution.
- Applied tax code expertise to assist taxpayers with understanding obligations.
- Secured and analyzed sensitive personal and financial information with utmost confidentiality.
- Utilized sound judgment to resolve taxpayer disputes and delinquency matters.
- Conducted research using multiple online/database systems for accurate information retrieval.
- Streamlined call handling processes, reducing wait times and enhancing efficiency.
- Collaborated with team members to exceed performance metrics and improve service quality.
Call Center Representative
AETNA
06.2015 - 09.2018
- Processed Members EOB and quoted benefits to ensure accurate customer information.
- Provided technical support through effective communication skills to enhance customer experience.
- Utilized multitasking abilities to resolve customer issues promptly using available resources.
- Identified and escalated customer issues with empathy, ensuring timely resolutions.
- Managed high call volumes while maintaining professionalism and exceptional service quality.
- Handled escalated calls, resolving complex issues and enhancing client satisfaction continually.
- Maintained detailed records of customer interactions, improving inter-departmental communication.
- Participated in ongoing training to stay updated on policies, products, and procedures.
Sales Associate
The Children's Place
09.2012 - 10.2014
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Processed financial transactions with accuracy, ensuring adherence to cash handling protocols.
- Organized merchandise displays strategically to promote sales and manage overstock effectively.
- Cultivated strong relationships with customers to enhance satisfaction and retention.
- Maintained a safe, clean work environment while preparing merchandise for display.
- Handled returns and exchanges while providing clear information on store policies.
- Engaged customers in discussions about products, features, and proper usage techniques.
- Worked collaboratively with team members to elevate overall store performance through knowledge sharing.
Sales Associate
Charlotte Russe
09.2013 - 03.2014
- Organized and displayed merchandise to enhance store visual appeal and engage customers.
- Provided professional customer service, fostering relationships to encourage repeat business.
- Accurately processed sales transactions while adhering to cash handling policies.
- Maintained a clean and safe work environment, ensuring compliance with health standards.
- Managed returns, exchanges, and refunds per store policy to ensure customer satisfaction.
- Educated customers on current promotions and product care, utilizing persuasive selling techniques.
- Collaborated with team members to share best practices, improving overall store performance.
- Minimized wait times during peak hours to maintain high levels of customer satisfaction.
Sales Associate
77 Kids By American Eagle
07.2011 - 02.2012
- Achieved consistent monthly sales targets by implementing effective strategies and product knowledge.
- Enhanced customer satisfaction through prompt service and resolution of concerns.
- Processed sales transactions accurately, ensuring compliance with cash handling policies.
- Organized merchandise displays to maintain visual appeal and promote specific products.
- Educated customers on product features and current promotions to drive revenue.
- Built strong relationships with clients to encourage repeat business and loyalty.
- Collaborated with team members to share best practices and improve store performance.
- Trained new staff on company policies, product offerings, and sales techniques for seamless onboarding.
Education
High School Diploma -
Frankford High School
Philadelphia, PASkills
- Professional communication abilities
- Ability to thrive under pressure
- Decisive decision making
- Efficient time management
- Motivated self-starter
- Conflict resolution techniques
- Leadership experience
- Flexible adaptability
- Typing proficiency levels
- Innovative creativity
- Microsoft Office suite expertise
- Verbal and written communication skills
- Comprehension reading abilities
- Call center operational experience
- Research skill set
- Customer support knowledge
- Collaborative teamwork skills
- Technical assistance knowledge
- Internet usage proficiency
- Troubleshooting methods
- Multitasking effectiveness
- Problem-solving techniques
- Clerical function capabilities
- Organizational effectiveness
- Quality assurance methodologies
- Inbound and outbound calling expertise
- Communication skills
Languages
English
Elementary
Accomplishments
- Achieved Result through effectively helping withTask.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Additional Information
References - Available upon request
Timeline
Lead Contact Representative
Internal Revenue Service, IRS
03.2024 - Current
Contact Service Representative
Internal Revenue Service, IRS
10.2018 - 03.2024
Call Center Representative
AETNA
06.2015 - 09.2018
Sales Associate
Charlotte Russe
09.2013 - 03.2014
Sales Associate
The Children's Place
09.2012 - 10.2014
Sales Associate
77 Kids By American Eagle
07.2011 - 02.2012
High School Diploma -
Frankford High School