Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Additional Information
Timeline
Generic

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, PA

Skills

  • 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

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ANITRA BELL