Kordell Tucker
Philadelphia
Summary
Proven Branch Service Representative at Police And Fire Federal Credit Union, adept in customer service and computer skills. Excelled in account management, loan processing, and fraud dispute resolution, enhancing client satisfaction and operational efficiency. Mentored new employees, showcasing teamwork and collaboration. Achieved significant sales targets through effective upselling and relationship-building. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service
11.2024 - Current
- Completes contacts, i.e., conducts personal or telephone interviews with a wide range of individuals who have varying degrees of understanding, or with third party representatives, e.g., CPAs, practitioners, attorneys, who possess a professional understanding.
- Provides full explanations to specific inquiries initiated by the individual, generated by notices, or internally generated assignments.
- These inquiries involve: A body of law and regulations that covers one or more types of issues each having different conditions, reporting requirements, or other regulatory provisions that significantly affect and complicate the specific obligation involved.
- Regulations and policies subject to frequent legislative changes or administrative determinations, amendments or precedent decisions that affect specific conditions.
- Programs that include the full range of exemptions, deductions, exclusions, coupled with business taxes involving different types of exemptions, deductions, exclusions, capital gains taxes, gift taxes, excise taxes, employment taxes, and others to advise, inform, assess and collect taxes, and associated liabilities.
- Uses sophisticated interviewing techniques, the employee reviews individual circumstances and goals, and advises on the most advantageous ways to meet them.
- Elicits sensitive, personal and financial information, e.g., innocent spouse determinations, bankruptcies, or draws out information the individual may attempt to withhold, e.g., additional sources of income, overpayments, to ensure compliance with reporting and disclosure requirements.
- Makes determinations and uses sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.
- Develops, analyzes and evaluates information involving the research of records and the nature of each inquiry including the way it was presented in order to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each individual or fulfill regulatory requirements.
- Explains what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes in cases involving: varied sources of income, including self-employment, itemized personal and business expense deductions, or carryover/carry back of capital losses and investment credit from prior years, or comparable issues requiring reference to the tax code and precedents.
- Performs other duties as assigned.
Branch Service Representative
Police And Fire Federal Credit Union
05.2021 - 02.2024
- Responsible for opening various accounts including but not limited to custodial accounts, representative payee accounts, burial accounts, business accounts, ITF accounts, POA, estate accounts, etc.
- Responsible for taking applications for and disbursing loans such as VISA, signature loan, personal line of credit, auto drafts, home equity loan, and auto refinances.
- Responsible for home equity and mortgage closings.
- Managed IRA accounts.
- Issued auto warranty and GAP coverage.
- Responsible for creating VISA debit cards.
- Fully cross trained to work both sides of the office (teller and sales).
- Placed member disputes for fraudulent transactions.
- Help train new employees on the sales side of the office.
- Contacted new members to follow up with them and ensure they were pleased with their service.
- Opened and surrendered safe deposit boxes.
- Ran members through Chex System to ensure they had no charge offs with other financial institutions.
Branch Service Representative
Police And Fire Federal Credit Union
05.2021 - 02.2024
- Responsible for opening various accounts including but not limited to custodial accounts, representative payee accounts, burial accounts, business accounts, ITF accounts, POA, estate accounts, etc.
- Responsible for taking applications for and disbursing loans such as VISA, signature loan, personal line of credit, auto drafts, home equity loan, and auto refinances.
- Responsible for home equity and mortgage closings.
- Managed IRA accounts.
- Issued auto warranty and GAP coverage.
- Responsible for creating VISA debit cards.
- Fully cross trained to work both sides of the office (teller and sales).
- Placed member disputes for fraudulent transactions.
- Help train new employees on the sales side of the office.
- Contacted new members to follow up with them and ensure they were pleased with their service.
- Opened and surrendered safe deposit boxes.
- Ran members through Chex System to ensure they had no charge offs with other financial institutions.
Sales Associate - Optical
America's Best Contact And Eyeglasses
11.2019 - 05.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Meet National Vision's sales and company objectives.
- Follow the America's Best “Code of Excellence” to ensure customer satisfaction by creating a warm and welcoming environment for customers.
- Assist with dispensing eyeglasses and contact lenses to customers.
- Perform insertion and removal training of contact lenses to customers.
- Educate clients on proper eyeglass and contact lens care.
- Maintain accurate and organized patient records.
- Maintain visual merchandising according to Brand and Company Standards.
- Mentor potential Apprentice Opticians as permitted by law.
Sales Associate - Optical
America's Best Contact And Eyeglasses
11.2019 - 05.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Meet National Vision's sales and company objectives.
- Follow the America's Best “Code of Excellence” to ensure customer satisfaction by creating a warm and welcoming environment for customers.
- Assist with dispensing eyeglasses and contact lenses to customers.
- Perform insertion and removal training of contact lenses to customers.
- Educate clients on proper eyeglass and contact lens care.
- Maintain accurate and organized patient records.
- Maintain visual merchandising according to Brand and Company Standards.
- Mentor potential Apprentice Opticians as permitted by law.
Education
High School Diploma -
Mastery Charter School
Philadelphia, PA06.2016
Skills
- Teamwork and Collaboration
- Customer Service
- Calm and Professional Under Pressure
- Computer Skills
- Time management
- Organizational skills
- Microsoft Excel (beginner)
- Issue and Complaint Resolution
- De-Escalation Techniques
- Sales and Upselling
- Cold-Calling
- Critical thinking
- Data entry
Timeline
Customer Service Representative
Internal Revenue Service
11.2024 - Current
Branch Service Representative
Police And Fire Federal Credit Union
05.2021 - 02.2024
Branch Service Representative
Police And Fire Federal Credit Union
05.2021 - 02.2024
Sales Associate - Optical
America's Best Contact And Eyeglasses
11.2019 - 05.2021
Sales Associate - Optical
America's Best Contact And Eyeglasses
11.2019 - 05.2021
High School Diploma -
Mastery Charter School
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