call center customer service representative

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Lead Customer Tax Examiner/Customer Service representative
Contacted individual and business taxpayers by telephone in regards to unfilled tax returns and delinquent tax payments. Made adjustments on-line to accounts regarding math errors, credits, deduction and dependents. Also made decisions concerning abatement of penalties. As a Team Leader answered all questions related to technical, legal and procedures that arose for the members of the team. Served as acting manager when my manager was not available. Monitored calls and projects for quality assurance purposes. During the last two years of my career, served on the “Proof of Concept Team”. In that position I was one of the employees responsible for the training of new hires, all training classes and Continuing Professional Education for the call site. I retired on 8/31/2006

9/1978-6/1979 ] Cleveland State University Cleveland, OH
History/Banking and Finance No Degree
1/1973-6/1975 Cuyahoga Community College Cleveland, OH
History/Banking and Finance No Degree
1/1965-1/1968 East Technical High School Cleveland, OH
College Preparatory High School Diploma