Irisbell Lugo
Philadelphia
Summary
Dedicated and detail-oriented Customer Service Representative with 27 years of distinguished service at the Internal Revenue Service (IRS). Highly skilled in resolving complex taxpayer inquiries, navigating federal tax regulations, and delivering exceptional service under pressure. Recognized for a tireless work ethic, strong communication skills, and an unwavering commitment to public service and accuracy.
As a customer service professional, bringing valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service (IRS)
05.1998 - Current
- Delivered high-volume customer support via phone and written correspondence, assisting taxpayers with a variety of complex tax issues, account inquiries, and procedural questions.
- Interpreted and explained federal tax law, IRS policies, and procedural requirements to diverse audiences with clarity and patience.
- Maintained an exceptional record of meeting or exceeding performance metrics including call handling time, customer satisfaction, and case resolution rates.
- Provided training and mentorship to new hires and junior representatives, fostering a team environment committed to quality and professionalism.
- Handled confidential taxpayer information with integrity and strict adherence to federal privacy regulations.
- Proactively identified process inefficiencies and contributed feedback to improve service delivery and taxpayer communications.
- Recognized multiple times for outstanding service and commitment to the mission of the IRS.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
Philadelphia High School For Girls
Philadelphia, PA06-1994
Skills
- Taxpayer Assistance and Problem Resolution
- In-depth Knowledge of Federal Tax Regulations
- Conflict Resolution and De-escalation
- Data Entry and Case Management Systems
- Professional Written and Verbal Communication
- Confidential Information Handling (FOIA/Privacy Act compliance)
- Time Management and Multitasking
- Team Collaboration and Training Support
- Process Improvement Initiatives
- Customer Advocacy and Satisfaction
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Problem resolution
- Customer relations
- Computer proficiency
Awards
IRS Customer Service Excellence Award (multiple years), Commendation for Outstanding Dedication and Work Ethic, Recognition for Perfect Attendance and Service Reliability
Languages
Spanish
Professional Working
Timeline
Customer Service Representative
Internal Revenue Service (IRS)
05.1998 - Current
High School Diploma -
Philadelphia High School For Girls
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